Zoe Retallack Email & Phone Number

Adelaide, Sa, Au

Adelaide, Sa, Au

Contributor on the review and overhaul of SA Power Networks Inclusive Language Guide.Contributor on the implementation and launch of pronouns in SA Power Networks systems.Frequent DE&I article author on topics like: Pronouns, Disability Accommodations, Autism Awareness, Transgender Day of Visibility, Wear It Purple.

Job Purpose:Provide guidance, training, and coaching to Market Operations Officers, as well as specialist escalation support for operational issues. Test and review incidents and RFCs related to LNSP, MDP, MPB, RP. Participation in and data preparation for AEMO compliance audits. Lead LNSP team to meet regulatory and business objectives. Upskilling and cross training of the LNSP, Life Support, and Meter Churn teams.Key Achievements:Established and chaired monthly Customer Operations leadership meetings.Perfect MDP Compliance Audit results since starting the role.

Adelaide, South Australia, Australia

Job Purpose:Responsible for identifying improvements to Standing Data and Metering Data related exceptions within the National Electricity Market (NEM) in accordance with the responsibilities of the Local Network Service Provider (LNSP) and Meter Data Provider (MDP) roles. Review and maintain process documentation for industry and market related changes, offering SME level support. Reporting development, system interrogation, and analysis to ensure continuous improvement across Market Operations and the wider business. Offer escalation support to Market Operations Officers and contribute to user testing of system changes and upgrades.Key Achievements:Refined and defined CSDN polling review process and implemented automation that removed repetitive manual work equivalent to >0.5 FTE.

Adelaide, South Australia, Australia

Job Purpose:Responsible for the management and compliance of Standing Data within the National Electricity Market (NEM) in accordance with the responsibilities of the Local Network Service Provider (LNSP) and Meter Data Provider (MDP) roles. Also responsible for processing and resolving of Standing Data and Meter Data exceptions and the accurate closure of B2B and Connections Service Orders within regulated timeframes.Key Achievements:Identified multiple defects impacting compliance, repairing the negative results of the defects in the NEM and assisting in their inhouse pre-production testing, preventing future instances and resulting in improved compliance measures.

Adelaide, South Australia, Australia

Job Purpose:Provide guidance, training, and coaching to Market Operations Officers, as well as specialist escalation support for operational issues. Test and review RFCs related to LNSP. Participation in and data preparation for AEMO compliance audits. Assist LNSP team to meet regulatory and business objectives. Upskilling and cross training of the LNSP and Device Management teams.

Adelaide, South Australia, Australia

Job Purpose:Provide real time management, acting as the conduit for Serco ’s Justice and immigration sector to assist in complex rostering solutions. Responsible for maintaining published rosters, successfully managing gap fill to a high standard. Analysis and governance of all worked hours for approximately one thousand staff and handling their complex exceptions in relation to time and attendance.Key Achievements:Test analyst for Acacia prison’s transition from manual timesheets to Serco’s app-based payroll solution, Time2Work.

Adelaide, Australia

Job Purpose:Provide efficient administrative support to contribute to the achievement of organisational objectives and outcomes. To foster the continuing control, elimination, or eradication (as appropriate) of vaccine preventable diseases in South Australia. Responsible for the provision of data entry, report preparation, records management, and quality within the Communicable Disease Control Branch.Key Achievements:Identified a potential for a privacy breach that could have affected over 700 users. Resolved the issue within one business day.Optimised vaccine delivery routes across metro and regional South Australia, saving the taxpayer more than the positions annual salary each year.

Adelaide, Australia

Job Purpose:Manage residential, solar, and business customer enquiries and complaints, from multiple workflows, that cannot be resolved upon first contact. Answer calls from service, sales, solar, and business service teams on helpdesk. Ad hoc handling of work from various stakeholders that falls outside of defined department responsibilities.Key Achievements:Completed an Australian Energy Regulator requested audit of over 80 complaints within 2 business days, preventing potential compliance breaches and minimising fines. I received a monthly Award for this work.Helped document all processes—including exception handling—for case management, customer liaison, and digital operations departments over 2 months, then went on to lead the documenting process for the Ombudsman department and completed this within a month. I received a monthly Award for this work.

Adelaide, Australia

Job Purpose:Moderation of insights raised by the call centre teams, review frontline process feedback. Keep stakeholders informed of whether their ideas are feasible and the progress of such ideas from potential to implementation.Key Achievements:Remediated 1300 customer record mismatches, each having potential risks to customers on life-support, between Origin and Energex. I received a monthly Award for this work.Identified an inbox was unmanned, containing a backlog of 1100 unread emails from internal and external customers sent over 12 months, updated every instance of the address in process documents, intranet, business website, and with our external stakeholders, then ensured the appropriate review &/or action of the backlog. I received a monthly Award for this work.

Adelaide, Australia

Secondment role managing 2 different teams over a 7-month period covering team leader absences.Job Purpose:Case Management Team – Maintain a highly engaged environment and manage a team of 10 Case Managers. Contribute positively to Retail Net Promoter Score (NPS) by ensuring department is resourced efficiently and responsibly while minimising the “age” of cases.Customer Resolutions Team – Manage a team of 14 consultants. Coach for compliance and the Origin “Connect” methodology to deliver a low effort, highly effective and efficient service for Origin customers.Key Achievement:Surveyed stakeholders of the Technical Support Hotline Case Management provided, assessed abandonment rates and implemented a new roster that answered more calls with less FTE.First Team Leader in the Future Leaders program to achieve a “Good” rating across all core objectives during the secondment.Ran a month-long incentive plan that saw the whole team lift to meet productivity targets.

Adelaide, Australia

Job Purpose:The first and second point of contact for existing residential customer enquiries. Customer Care ask effective questions in order to understand the call and determine who should handle it, retaining simple enquiries and transferring complex calls to Customer Resolutions. Resolutions handle complex enquiries, taking the calls from the Interactive Voice Response (IVR) or transferred from other departments. Ask open questions in order to understand the call and achieve first call resolution where possible.Key Achievements:Managed customer cases informally, prior to Origin introducing the Case Management function in 2014.Quarterly award for handling follow-up for other consultants.Mastered Care role within a month and was promoted to Resolutions in February 2013.

Adelaide, Australia

Job Purpose:Support team members with expert knowledge of sales practices and exception handling. Support team leader with escalations and complaints handling.Key Achievements:Managed IT help desk calls for all four sales teams within the department.

Adelaide, Australia

Job Purpose:Support team members with expert knowledge of sales practices and exception handling. Run sales incentive program within team.Key Achievements:Acting Team Leader for 2 weeks.Top performing team in department.

Adelaide, Australia

Job Purpose:Serving, stocking supplies, charging customers, handling cash, credit cards, and a cash register. Cleaning tables and counters, resetting tables, greeting customers and answering questions.

Adelaide, Australia

Job Purpose:Operating a cash register, running the drive-thru, cleaning the restaurant, and handling customer dietary enquiries.

Certificate Iii, Customer Contact

Certificate Ii, Applied Horticulture/Horticulture Operations, General

Certificate Iii, Music