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.
• 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.

• 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.
• 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.
• 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.

• 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.
• 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.
• 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.
• Promote the use of WebGIS services to internal and external stakeholders via field based training and demonstrations.

• 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.
• 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.
• 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.
• 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.
• 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.
• 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..
• 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.
• 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..

Bsb51915 Diploma Of Leadership & Management, Organizational Leadership

BSB51915 Diploma of Leadership & Management

Bsb50215 Diploma Of Business

BSB50215 Diploma of Business

Information Technology