William Prigg Email & Phone Number

Newcastle, Nsw, Au

• Regular relief stints as Customer Advocacy Manager, responsible for the training and onboarding of Senior Customer Advocacy officers.• Responsible for planning and delivering Ausgrid participation in Community Engagement events• Investigate, analyse and resolve Ministerial, Energy and Water Ombudsman, Executive team and other escalated complaints as the Organisation's highest escalation team, balancing organisational risk with creating solutions that exceed customer expectations.• Expanding Ausgrid's Hardship policy and processes to better meet the needs of our customers in response to Covid-19, Bushfires and other external influences.• Proactively investigate, analyse and implement business improvement initiatives in response to systemic complaints, with a focus on improving Ausgrid's customer experience.• Train, coach and mentor employees on problem solving, handling complex customer complaints and communicating with empathy in order to reduce the need for escalation and improve customer experience.• Liaising with internal and external stakeholders to obtain technical information pertaining to network complaints, claims, reliability standards and outages and effectively communicating this information to stakeholders who aren't technically inclined.• Advocacy Project Lead in design and development of Customer Assistance Portal, CRM integration and Community Resilience Hub • Building working relationships with internal stakeholders with a focus on advocating for customer centric solutions that will improve Ausgrid's overall customer experience and increase efficiencies and deliver organisational outcomes.• Developed Advocacy SharePoint knowledgebase and process library.• Development of tools, ready reckoners,, Templates and CRM improvements required for Advocacy Team• UAT lead for Customer Advocacy Team CRM development as well as assisting other business units with User Acceptance Testing and the development of CRM Customer Service projects.

• Carried out induction, on-boarding and training of new employees joining the Operational Support team.• Provide both technical and administrative support to customers, electrical contractors, Ausgrid staff and Accredited Service Providers to assist in the scheduling of works, resolution of safety defects, reporting of safety incidents, installation of tiger tails and scheduling of outages as well as other ad-hoc administrative and clerical requirements.• Resolution of complex customer and contractor enquiries regarding defects, scheduling of works, installation inspections, Ausgrid Bushfire program and other enquiries related to both Network, Electrical contractor and Accredited Service Provider works and invoicing, utilising my extensive knowledge of the Utility and Energy sector.• Collate and Prepare job packets containing technical and compliance related documentation to support field crews attending both Internal and External works.• Administration of quotation for works provided by Ausgrid as well as timely follow up.• Investigation of system records, network data and other systems to resolve complex customer complaints.• Assisted call centre, claims team and customer advocacy team in resolution of complex customer enquiries by providing data, information and correspondence as well as sourcing technical responses from Engineers, Installation Inspectors & Compliance officers. • Resolution of escalations from the Contact Centre.• Chaired Monthly team briefs to support Op Support Manager.• Developed a number of processes and tools to assist the team in efficient and timely resolution of customer enquiries including quotation tools, network and regional boundary maps and network and regional contact lists.• Performed relief stints as Senior Operational Support Officer during 2019 Bushfire program to assist in the resolution of complex customer complaints utilising my previous field skills and network knowledge and experience.• Relief Team Leader stints

• Provide data capture services by accurately transposing assets, attribute data and details on depicted drawings, sketches and electronic formats into Ausgrid’s asset management systems including GE Smallworld, HP Records Manager and Ausgrid’s WebGIS system.• Responsible for accurate and timely field recording of network assets including taking photographs, measurements and recording spatial and attribute data of field construction in accordance with relevant Network Standards to accurately obtain network asset data.• Utilising GPS (Trimble) field recording to accurately record GPS waypoints of network assets with accuracy of +/- 10cm and utilising CORSnet for post-processing and correction of GPS data.• Auditing of the field recordings submitted by external Field Recorders working for Accredited Service Providers and Ausgrid contractors by use of desktop assessment and in field investigation.• Management of end to end field recording projects, ensuring all field recording was completed in line with project milestones, and liaising with internal and external stakeholders to ensure all aspects of GIS field recording of projects were completed in an efficient and timely manner.• Promote the use of WebGIS services to internal and external stakeholders via field based training and demonstrations.• Assist with the provisioning of asset data, measurements, field recordings and technical information to internal and external stakeholders.• Provided asset data to assist other Ausgrid business units in field investigations, fault analysis, network configuration enquiries, claims enquiries and other internal investigations.

• Worked extensively on projects that assisted TruEnergy/EnergyAustralia on resolving complex customer billing issues during the NSW Govenment retail energy sale and transition of customers to their billing system.• Using highly developed customer service and interpersonal skills, processed routine through to complex billing, invoicing and meter reading exceptions to ensure timely and accurate billing in order to prevent escalation of customer enquiries and complaints.• Using advanced analytical and problem solving skills, identified trends in billing and metering exceptions and developed and implemented process improvements which resulted in improved efficiency.• Assisted Customer Relations team in resolving complex billing exceptions which had been escalated to the Energy & Water Ombudsman, resulting in timely resolution of these complaints and an improved customer experience.

• Led new hire induction teams for periods of 4-8 weeks providing in depth on the job coaching, training and development before these staff were placed into teams, providing valuable insight to their future team leaders on their staff strengths and areas of development and coaching plans to assist in their continued development, as well as fostering a culture that promoted high performance and exceeding customer expectations.• Led various teams of 15 – 20 customer service representatives in a 240 seat Virtual Call Cantre in relief roles for periods of 2-12 weeks to deliver exceptional customer service whilst achieving call centre KPI’s with a focus on first call resolution and value add. Motivated team members and assisted with their personal development through one to ones, training sessions, coaching plans and call quality sessions.• Was a specialist escalation team leader which involved returning all collated escalated phone calls received from call centre customer service representatives and resolving complex customer complaints with a focus on exceeding customer expectations and ensuring mutually beneficial resolutions for both the customer and Ausgrid.• Achieved Contact Centre Team Leader of the Month on 2 occasions while performing relief roles.• Was On Call Emergency Team Leader for 3 x occasions providing support and guidance to Customer Service Representatives during high volume and high pressure storm and outage events on the network.

• Completed Ausgrid Emerging Leaders program in May 2010 which included training in workforce planning, rostering, mentoring team members, conducting coaching sessions, effective team leadership and a strong focus on safety in the workplace.• Provided exceptional customer service in a 240+ seat virtual call centre resolving customer enquiries about network assets, customer billing and accounting, network outages and emergencies via phone, email and fax. Achieved a high level of productivity achieving all KPI’s consistently whilst ensuring compliance with legislation as well as Ausgrid’s policies, procedures and code of conduct.• Subject Matter Expert in Ausgrid Internet Enquiries team, providing exceptional customer service and resolution of escalated internet and email enquiries.

• Supported and Co-managed a team of 25 staff across two stores at Bennetts Green and Broadmeadow at Newcastle’s largest computer superstore. • Managed day to day operations of the store to ensure adequate staff coverage, training of staff across various product lines and categories. Ensuring staff were providing the highest level of customer service whilst achieving sales targets. • Responsible for store inventory including liaising with suppliers and manufacturers to broker stock purchases that balanced value with risk. • Organising and managing bi-annual stocktake across both stores with a focus on reducing aged inventory through targeted promotions. • Managing performance of staff members across sales, tech bay, photo centre and mobile phone departments.

Provided timely computer and hardware repairs and support to customers to ensure a high level of customer satisfaction and repeat customers, as well as providing technical support, software installation and training to customers and staff.Assisting customer service manager in day to day operations of the stores tech bay and customer service department. Ensuring customer satisfaction by ensuring timely repairs and return of products within warranty periods and liasing with manufacturers, customers and repairers to ensure that a mutually beneficial and timely resolution of warranty issues while ensuring that the store complied with all fair trading legislation in relation to returns, refunds and exchanges.

Bsb51915 Diploma Of Leadership & Management, Organizational Leadership

BSB51915 Diploma of Leadership & Management

Bsb50215 Diploma Of Business

BSB50215 Diploma of Business

Information Technology