Complaints Resolution Coordinator
Telstra
Total years of experience :14 years, 4 Months
My role is to help the complaints community resolve complex complaints, through coaching and guidance to develop their skills and knowledge. I also contribute to the continuous improvement of the team through providing feedback via the “Feedback and Insights” web forms, this data is then used to identify areas of improvement throughout the business.
Achievements: -
Created an “Afterhours Process” for our Philippine Operations.
Accent training and complaint management structure training with effective results immediately.
Developed the minds and talents of over 10, 000 consultants and management to assist in delivering World Class Customer Service.
Contributed in a number of working groups to create, develop and change certain processes within the business
Assisting our escalated complaints team with enquiries to resolve cases successfully, in less than 48 hours with an effective outcome for both Telstra and our customers.
Created a “Complaints -Vs- Enquiries” framework, to assist Telstra’s customer facing teams in understanding the differences between assisting with enquiries and complaints once identified
Developed a Telstra Business training program to up-skill Resolution Support staff.
Assisting and managing a number of small projects within the Escalated Complaints and Resolution space.
Identifying and analysing areas of improvement through case management analysis, to assist case managers in their accuracy and resolution rates to close complaints efficiently and effectively.
Collaborated with KPMG auditing team on Project 99(reducing Level 1 Telecommunications Industry Ombudsman complaints to 99 per day) and Project 55 - Attacking Dissatisfaction (resolving 70% of complaints within the appropriate Service Level Agreement time frame in the complaint handling process).
Achievements: -
Updated and improved the Complaints Handling Process framework and document, the escalated complaints team use as their reference guide
Created the “Great Wall of Telstra” to identify where teams and people are located under the Telstra banner, assisting in pinpointing the key target areas.
Hosted workshops regarding attacking dissatisfaction through order processing and product types, to isolate pain points and areas of improvement.
Completed deep dive analysis through call observations to identify root cause and pain points.
Created reference guides for :
- Broken Bundles
- Credit Management Sold Debt
- Credit Management Referred Debt
- Excess Mobile Data
- NBN Order To Activation Process
Implemented improvement process for Front of House and Back of House error matrices
Accountable to resolve complex billing issues, with access to a number of systems not available to front of house staff, to assist consultant’s with all system, product, process and customer service enquiries.
Achievements: -
Contributed to being the Number 1 team (Gold Medalist) Best help Desk Asia Pacific 2013 through driving a team environment, allowing us to work effectively and efficiently during the changes required to build a healthy team dynamic.
Contributed to being the Number 2 team (Silver Medalist) Best help Desk in the World 2013 by demonstrating the values and business ethics within the team and sharing the knowledge and experience willingly.
Drove the change and development of the “CHOWN (Change of Ownership)” and “Our Bereavement Support” process.
Developed and nurtured the minds and talents of over 400 consultants to assist in delivering World Class Customer Service.
Preparing and organising focus sessions to close knowledge gaps for deployment through the customer channel Telstra wide.
Assisting team lead’s in actioning their required daily rhythms, by providing up to date and accurate information to meet end of month goals. Through efficient call observations and data analysis I identified trends to identify behaviors’, with this I was able to assist with coaching and developing the knowledge and skills of the team leaders and the consultants.
Achievements: -
Successfully resolved difficult and complicated escalations through networking and stakeholder management, by working together with other departments.
Driving Customer Satisfaction results to rise steadily through the Customer Transaction Survey (CTS) and NPS (Net Promoter System) data
Leading and driving the unrivaled Complaints Resolution Team at the Top of the NPS ladder in our region
Contributing to the regional standards by successfully achieving centre targets
Maintaining our Customer First message, for all consultants to connect with and action
Presenting TAG (Taking Ownership, Actioning Commitments and Getting it Right the First Time) Foundations throughout Vision to assist in increasing our NPS results
Rebuilding ineffective policies and procedures to enhance efficiency and deliver advocates for Telstra as a whole, i.e. CHOWN process, Level 5 Escalation process.
Hosting effective calibration sessions, for management alignment on call observations and coaching.
Provided Specialist support to enhance agent and leadership proficiency for Philippines Residential Billing and Customer Escalations Team Operations at Teleperformance MOA and EDSA sites in Manila. Through coaching and facilitation methods I was able to develop our Residential Billing and Customer Escalations Team skills and knowledge base.
Achievements: -
Created and developed training sessions, around process and product knowledge, to better assist, build capability and knowledge within our Philippines Operations
Created escalation points and procedures for complex complaints management to leadership team
Developed and coached individual agents on Telstra processes/system knowledge and customer service etiquette, within the Customer First and the Customers Escalations Frameworks.
Created and deployed internal Philippine Operations processes, along with Training materials and Up-Skilling packs based on capability opportunities identified within key performance indicator investigations.
Driving, developing and contributing to Telstra’s key strategies in line with Strategic priorities:
- Multiple Agent Events
- First Call Resolution
- Credits & Rebates
- Complaints Resolution
- Customer Experience Measures (NPS)
Leading and achieving Telstra’s requirements, processes and initiatives through embedding
Delivered two 7 week Induction training Courses back to back (1 in Townsville, 1 in Brisbane)
Achievements: -
Successfully completed two back to back induction courses without any prior training and experience.
Overcame a number of professional hurdles and learnt the skills of people management
The Townsville induction team had the highest retention rate in the centre for a new induction team
Two staff members in the Townsville induction team achieved “Rising Star Award” and the “Best Improved Consultant Award” within the first 6 months of their employment with Telstra.
User acceptance testing for Siebel before official company wide deployment. Once deployment proceeded, my role was to coach and develop Subject matter Experts on how to use Siebel and processes to accomplish customer’s orders, and provide recommendations to better the system.
Achievements: -
Created a strong and meaningful network with “Accenture “company employees in the IT department to assist with the remediation of Siebel before deployment.
Identified and provided fixes for a multitude of glitches within the system regarding service accounts and billing addresses.
Calibrated with IT teams to fix move orders less than 24hours prior to Siebel deployment, companywide.
Created a number of approved work around processes that were published and used while teething problems were amended post deployment
Created and shared a multitude of cheats that were approved by the Training and development team, to assist in providing easy to use work instructions for Siebel while all the processes were being reviewed post deployment.
Travelled around Australia teaching and coaching leadership teams and Subject Matter Experts, on remediation methods and escalation processes that need to be auctioned for certain resolutions.
I have studied a range of specialist HR topics, such as learning and development, cross-cultural communication and negotiation, and international HR management. This has given me an opportunity to step into a role within Australia's largest Telecommunications company Telstra.