Christopher Vong

Experience

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  Sales Works Australia Pty Ltd

  Jan 2006 - Mar 2007

  Sales Consultant

  *Cold calling and contacting over 100 customers per day*Influencing customers to take our product/service with Solution Based Selling techniques*Mentored new staff on scripting, objection handling, and basic phone functions to complete the transaction (buddy system)*Discussing objections with other team members and developing new handlers as well as approaches.*Was always one of the top performers within our sales team.

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  Clear Diversity Pty Ltd

  Apr 2007 - Dec 2008

  Managing Director

  *Managed up to 10 Floor staff and 2 B2B staff*Negotiated contracts and product offers from Wholesalers*Worked within in both Residential/Business markets for Telecommunication, Energy/Electricity (Utilities), Mobile hardware and Finance.*Ran team briefings, day to day call coaching and sales negotiations.*Trained staff on campaign, product, most successful techniques and objection handling most common inquiries.*Presented product offer to potential clients at their premise to close the deal as required.*Cold calling to build data base.*Created referral system for new and existing clients Show less

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  Telco Blue Group

  Jan 2009 - Jan 2011

  Internal Sales Manager & Customer Service Team Leader

  *Managing up to 30 seats (Sales and Service)*Call Coaching*Team Briefings, Meetings, Workshops and Product Releases*Developing Targets and Strategies to meat Company KPI's*Ensure individual KPI's were realistic and obtainable*Assisted in developing Staff Rewards Program*Managed and resolved level two complaints*Managed and resolved any level 2 ADSL/Dial-UP issues*Worked closely with internal T.I.O resolution officer to provide the customer with a solution.*Managed leads distribution amongst Sales Staff in conjunction with other mediums (Email, SMS, Direct Marketing)*Worked closely with Product Development Manager to negotiate better products from our Wholesalers*Managed and improved sales process from start to finish.*Call queue monitoring and prioritization (Live Calls, Call Backs, E-mails and Web Inquiries)*Developed new sales training method and trained new and existing staff.*Developed tools and examples to fast track new staff into their role*Recruited, and interviewed for Internal Sales Staff, including training in basic systems, products, sales methods (theo/prac) etc.*Assisted in recruitment and interviewing process for Customer Service Staff including basic systems training, product overview and simple basic sales methods (theo/prac)*Compile weekly, monthly sales results for Internal Sales Team/Contact Centre to be delivered to Managing Director and National Sales Manager Show less

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  Telstra

  Feb 2012 - now

  Manage Telstra Enterprise Portfolio; Responsible for end to end experience including business growth, strategic planning, and product/service optimisation.(Tactical Vision)Engage with internal and external stakeholders to ensure accuracy of deployment, resolution and overall performance with a focus of identifying business requirements and mapping future resilient products.(Strategic Vision)Drive, engage and nurture customer growth via strategic communications across several layers, including roadmap development with a focus on Cloud, Security, and Edge Computing. Show less Specialised in systems analytics, data extrapolation, and interpretation to deliver business outcome via process, content, and systems workflow improvement.(Tactical Vision)Lead and managed a team of Business Analysts and IT engineers to deliver system changes to support new company architecture, as well as transition of of call volumes impacting onshore and offshore sites.(Strategic Vision)Deployed and delivered strategic functions and workflow changes to support and improve front line staff interactions. This included in-IVR messaging, test and diagnostic triggers, routing intelligence, which ultimately reduced cost to serve via call volume reduction and an uplift of AHT, NPS, MAE and FCR. Show less As a specialist for both Order, Billing and Remediation, I was tasked to uplift our Global Contact Centre performance; NPS, AHT, FCR, MAE with responsibility across the entire site (Activation, Billing, Internet Technical Support, Complaints, Moves etc)(Tactical Vision)Lead and managed the deployment of knowledge transfer, skills uplift (hard and soft), systems training, refresher courses, as well as workflow and process compliance. (Strategic Vision)Trained and managed Subject Matter Experts teams across multiple sites to deliver support: This included training, coaching; as well as case managing, escalation resolution, order remediation and other tasks considered too complex to be taken on the call. Show less * Resolve customer inquiries for all business needs (Billing, Sales, Complaints, Relocation's, Disconnections etc)* Provide relevant and up to date information on- Phone Systems- Plans for Landline, Mobile and Internet- Mobile Broadband- Business DSL- Residential Grade DSL Including Hardware Pricing and Functionality.Support provided to several teams, both nationally and internationally with regards to all complex orders and inquiries* Provisioning/Cancelling/Suspending/Relocating - Mobile, Mobile Broadband, Business Grade Broadband, Residential Grade Broadband, Line Hunt, ISDN (GDN), Change Of Ownership Applications etc.* Provided on phone support to complete above actions where possible* On call coaching/Training - Via Phone/Remote Access Show less

  • Customer Success Manager - State Government

    Jul 2024 - now

  • Enterprise & Government Account Manager

    Jul 2021 - Jun 2024

  • Enterprise Account Manager

    Jul 2019 - Aug 2021

  • Telstra NBN Assurance - IVR Product Owner/Lead

    Feb 2016 - Jun 2019

  • Telstra Trainer | Process Improvement Implementation Lead

    Dec 2013 - Feb 2016

  • Small Business Account Management | Business Support Services

    Feb 2012 - Dec 2013