Jennifer Reid

Experience

• 

  Telstra

  Mar 2012 - now

  Key Accountabilities Include: - Driving the Team to meet our customer promises for both appointment and commitments on daily basis - Responsible for coaching staff, monitoring compliance to process, facilitating training and work instruction refreshers - Responsible for training new staff to use a variety of programs, teach processes and provide ongoing support - To work collaboratively with stakeholders to identify key contributors to failed customer promises and drive performance outcomes Show less - Jeopardy managing all situations which place customers promises (appointment/commitments) at risk & manage to completion- Keep customers informed in a timely manner of any variation to the promise made & offer interim solutions- Ensure key metrics are met, and to work with key stakeholders to escalate any blockers that impact on the team's ability to meet these metrics - Ensure Field staff are kept productive by ensuring they have adequate work, and their enquiries are resolved in a timely manner - To utilize dashboards to monitor the previous days performance (appointment, commitment & other metrics) and provide feedback on missed customer promises Show less To provide customer service to Business Customers, Telstra Account Executives and Telstra Dealers in relation to their landline and ADSL broadband enquiriesTo provide solutions to customers which meet their business need. This included providing plan/pricing information and placing orders for customers with turnaround times for actioning. To provide updates and assistance to Account Executives and Dealers on the status of their orders. Including how to resubmit an order that was rejected, updates on held orders, postponing and scheduling appointments and assessing whether or not an order meets escalation criteria Show less

  • Senior Workforce Coordinator

    Nov 2018 - now

  • Workforce Specialist

    Oct 2014 - Nov 2018

  • Order Management Specialist

    Jan 2014 - Oct 2014

  • Customer Service Consultant

    Jul 2012 - Jan 2014

  • Credit Management Consultant

    Mar 2012 - Jun 2012