Shane Finlayson Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

• Onboarding customers, discuss objectives and review the onboarding plan and timeline, ensuring a smooth transition into the platform.• Scheduling of all field appointments - installations, collections, incidents and maintenances of health stations with clients.• Scheduling maintenance tasks to maximise logistics efficiency where possible.• Tracking resources required for the deployment process.• Ensuring all field appointments are delivered to the highest professional standards and correct procedures monitored.• Coordination of all bookings and relationship management with third party logistics providers/ 3PL’S • Ensure that the product or service is customised and configured according to the client's needs.• Testing and Quality Assurance by conducting testing of Health Station set up and associated workflows. Address any identified issues or bugs promptly.• Monitor usage metrics and track the client's progress in adopting critical functionalities.• Following up with customers and managing customer expectation• Collaborative, efficient and supportive issues escalation with relevant teams, such as product and technical, for resolution.• Identifying customer service improvement opportunity, propose a plan for improvement and manage implementation• Feedback collection through surveys or feedback forms after interaction with customer service team• Produce station availability reports• Develop comprehensive documentation outlining the client onboarding process, training materials, and support procedures.• Collaborate with internal teams to align customer success processes with other organisational functions.

Australia

Managing the successful delivery of our Health and Wellness solutions for our clients and ensuring we deliver a high level of customer service and satisfaction.

Melbourne, Australia

• Account Management for Government, Corporate clients in Retail, Automotive & Commercial industries. • Processing customer requests from assigned work queues and delivering Customer centric outcomes. • Engage as required in regular conversations with sales representatives. • Generating Forecasting, SLA, invoicing, and other Miscellaneous reporting’s. • Identifies orders that require intervention and follows escalation paths as required. • key contact with multiple stakeholder’s from 3PL Warehouse and Logistic services. • Engage as required in regular process and work review rhythms to ensure that work instructions are comprehensive and up to date.

Melbourne, Australia

• Delivering Customer centric outcomes• Identifies orders that require intervention and follows escalation paths as required• Engage as required in regular process and work review rhythms to ensure that work instructions are comprehensive and up to date• Engage in process review with O2A TL to help deliver high performance through team

Melbourne, Australia

Processing customer requests for core services with a high focus on the NBN (National Broadband Network) and Telstra advance technologies, such as FTTP (Fibre to the Premise).• Pro-actively remediating orders.• Managing customer complaints.• Managing consumer needs/requests. • Providing subject matter expertise.• Contributing to continuous business improvement.

Ballarat, Australia

• Pro-actively remediation of orders.• Coordinated solutions with both offshore and local contact centers.• Data Entry.