Professional Experience

• Identify and drive improvement opportunities to increase support capabilities while reducing OpEx
• Escalation point for high-risk or time-sensitive issues raised in the business
• Provide guidance and oversight for internal IT operations, Compliance, Licensing and technical support for stakeholders.
• Audited and right-planned existing commercial agreements resulting in $200kUSD reduction of yearly spend
• Train and develop capability across business units to provide escalation assistance
• Perform regular auditing and reporting of internal changes for compliance requirements
• Led and implemented a sales pipeline tool decreasing complexity and time taken by sales to engage new customers from weeks to days

• Provide customer satisfaction through effective resolution of technical queries
• Lead for Stax’ Social and Community team engaging with charitable organizations
• Highlight trends identified by support through reviewing customer pain points
• Produce high quality documentation for customers to reduce support tickets for common questions
• Design and Implement support processes in line with business objectives
• Coordinate and collaborate across business units to produce, update, and maintain documentation
• Provide SLA-based support and guidance for customers and staff globally
• Implement Agile methods for approaching, diagnosing, and resolving customer issues

• Subject Matter Expert for Telstra legacy systems
• Systems and Process trainer of on-shore staff during covid lockdown
• Generate customer data for compliance reporting and identify areas for improvement
• Delegation of tasks to internal teams and field technicians

• Led project to deploy a "Daily Digest" to Telstra Business Centres providing updated customer order status resulting in an 80% reduction of inbound calls
• Perform data analysis of customer issues to implement a triage documentation for common issues
• Delivered efficiency initiatives to JB Hi-Fi and The Good Guys by replacing Telstra’s complex order processing platform with a dedicated processing team, resulting in a 62k increase in orders and 75% reduction in call time for FY19
• Designed, implemented, and led a pilot of offshore staff to process orders on behalf of Telstra business centres, resulting in a 21 FTE reduction and 20% MoM sales uplift for Telstra partners
• Implemented education piece to streamline retail complaint submissions, resulting in an NPS swing from -38 to +25 with 80% resolution rate in 6 months
• Led deployment of a robot designed to identify potential overseas travellers based on their enquiries to reduce bill shock when roaming with data overseas leading to a $60K/week reduction in roaming charges for Telstra customers

• 6-month acceleration placement to learn from Telstra’s Continuous Improvement practices
• Revamped retail stores cheque processing resulting in a $62k / 45% YoY OPEX reduction
• Created framework to remove $20m of unnecessary customer charges from Telstra customers
• Implemented $200k pa savings through unifying printer configuration across retail printers

• Implemented capture system to identify knowledge gaps, facilitate training and track improvement of 100+ staff
• Subject Matter Expert for Telstra Business broadband, landline, and legacy platforms
• Perform Interim team-leader functions

• Consistent NPS of +80 and resolution rate of 90%
• In-team advocate to support resolving complex issues to maintain team target metrics
• Provide education to customers and dealers on Telstra products
• Identify and resolve complex issues within required call times

• Telstra Emerging Leadership Program participant
• #2 Salesperson for Mobile and Internet sales in QLD, #5 in Australia FY12 & FY13
• Responsible for training new employees in solution selling of Telstra products
• Performed both Business & Consumer sales via Telstra retail channel
• Analyse bills and identify opportunities