The number one goal of everyone in our team is to make our Clients exceptionally happy. The Service Team is in charge of making this happen.I am responsible for assigning tasks and making sure that all our techs and engineers are working efficiently and scheduled properly to make sure all our work is flowing along nicely and clients are supported.I have a pivotal role in leading the Service Team to make sure that they’re efficient, profitable, happy, productive and (most… Show more The number one goal of everyone in our team is to make our Clients exceptionally happy. The Service Team is in charge of making this happen.I am responsible for assigning tasks and making sure that all our techs and engineers are working efficiently and scheduled properly to make sure all our work is flowing along nicely and clients are supported.I have a pivotal role in leading the Service Team to make sure that they’re efficient, profitable, happy, productive and (most importantly) continually getting amazing feedback from our Clients.I provide a point of contact for non-technical issues & escalations for our ClientsLiaise with Clients to make sure that they are happy and our team and solutions are running smoothly and are adequate for their current & future needsCommunicate any information that the customer needs to be aware of (i.e. COVID handling, Holiday Schedules, etc.)Use our Ticketing System to manage and monitor all Client-facing activitySchedule and Assign the Work-Load Across our Team so they are working efficientlyContinually look for ways to better do what we do with our Ticketing SystemMake sure that we are meeting our Internal SLAs and any SLAs we have with ClientsMake sure nothing slips through any cracks and if it does, stop it from happening againManage client expectations to ensure that the Team can deliver on what is promisedImprove customer service, perception and satisfactionReport the utilization of Support resources to the Leadership TeamCoordinate & schedule the Service Team to high utilizationSupport the Team and Clients with any unusual/high-level issues that ariseEscalating any unusual/high-level issues that arise to the Service Delivery ManagerReview and approve Timesheets & Expense ReportsIdentify & Lead Initiatives to Improve on all KPIs & Performance Metrics Show less

As a Project Officer within the Service Delivery area, I am responsible for small/medium projects to improve the Customer Experience and reduce Provisioning timeframes.My main project since 2017 has been the decommissioning of iiNet owned ADSL equipment installed in 475 Telephone exchanges nationally. This projects aim was to massively reduce iiNets Wholesale costs.For this project I have collaborated with internal Customer Service departments such as Sales, Billing, Support and… Show more As a Project Officer within the Service Delivery area, I am responsible for small/medium projects to improve the Customer Experience and reduce Provisioning timeframes.My main project since 2017 has been the decommissioning of iiNet owned ADSL equipment installed in 475 Telephone exchanges nationally. This projects aim was to massively reduce iiNets Wholesale costs.For this project I have collaborated with internal Customer Service departments such as Sales, Billing, Support and Provisioning. I have also worked with Senior Marketing staff, Corporate Migration teams and Network Engineers as well as escalation points for Telstra Wholesale and the NBN. There has also been a variety of Customer contact for retail, business, corporate and wholesale customers Show less