Luke Behn-Ray

Experience

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  Optus Telecommunications

  Aug 2001 - Dec 2005

  Solutions Plus Representative/Account Manager

  Optus is one of Australia's largest telecommunications companies dealing with fixed line, mobile, internet/data & television products. My initial role within Optus was a Customer Service Representative for Mobile services for consumer & small business however, after demonstrating initiative in improving and expanding Optus range of products, I was entrusted with the role of Mobile Activations Representative, which helped provide support to our Optus dealer franchises & assisted with new connections to the Optus Mobile network. After sometime I then progressed onto the role of Solutions Plus Representative. The position entailed:Managing a large base of small business & consumer accounts with the preliminary goal of retention.Liaising with internal departments for billing investigations, faults, and other matters to ensure first call resolution.Resolve customer complaints and undertaking any means possible to retain customer loyalty to Optus.Sales Re-contracting Optus Mobile customers Cross-selling across all Mobile Value Added Services This challenging position demanded strong communication and organisational skills, exceptional levels of customer service, strong attention to detail as well as the ability to meet tough retention sales targets. Show less

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  PowerTel Limited

  Dec 2005 - Oct 2006

  Telephone Account Manager

  PowerTel Limited is one of Australia's largest wholesale telecommunications companies dealing predominantly with Voice, /Internet Data on a large scale. My initial role within this company was Billing Analyst. This role's main focus was the resolution of major billing disputes from our Top 50 client database. After demonstrating successfully that I was competent in this role, I was then entrusted with the role of Telephone Account Manager. This position entailed:Provide telephone based account management to SME customers with a focus on Sales, Moves, /Adds/Changes/Disconnections (MACD) and General enquiries.Maximising revenue from a number of existing Customer accounts, in order to achieve revenue targets/sales quotas and ensure complete customer satisfaction when dealing with the organisation.Providing multiple specialised services to Customers, requiring a diversity of competencies and involving a high level of pricing, product and service knowledge, for a range of products and services; using negotiation, discretion and judgement.Determining Customer needs and proposing suitable products, solutions, services and upgrades.Assisting with developing, documenting and implementing work processes, in consultation with relevant parties.This position demanded strong communication and organisational skills, exceptional levels of customer service, strong attention to detail as well as the ability to work autonomously without the need of constant supervision. Show less

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  Macquarie Telecom

  Oct 2006 - Mar 2009

  Account Manager

  My role is dedicated to providing large enterprise/government clients with quality assistance, advice and guidance with all Service Delivery and Commercial requirements. Facilitating analytical and reporting assistance is also provided by myself to ensure that client's have the visibility, confidence and access to the best possible information for their business requirements and decision-making purposes. Whilst managing an existing portfolio of clients, I assist with the planning and implementation of new customer's upon wining of new business. Ensuring that the service delivery of new services/networks is smooth and that the client's experience is positive.Managing a portfolio of 20 Enterprise clients plus any new business clients, my duties involved:Manage a portfolio of assigned enterprise/government customers by providing Operational Account management.Build and maintain strong working relationships with customers and stakeholders at levels in order to meet business needs and objectives.Develop strategies and documented plans for customer engagement and account management of assigned customers. Ensure customers understand how to interact effectively with Macquarie, both for operational & commercial requirements.Act as an expert of the Macquarie capabilities and services offerings, identifying further opportunities to add value to the business. Ensuring that the transition plan of new services/networks occurs in a seamless transactional state, with minimal impact to the client's business.Strong communication, high attention to detail, persistence and exceptional levels of service are all part of this highly challenging role, accompanied with the ability to meet tough KPI's and sales targets. Show less

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  Kitdale Pty Ltd

  Mar 2009 - Feb 2010

  Store Manager/Frontline Sales & Service Consultant

  NRMA Insurance is an established leading insurance provider in Australia, of which Kitdale acts as their authorised agent. My role within the Kitdale organisation was to provide exceptional customer service to NRMA customers within a retail agency environment. Managing day to day staffing and operational matters, also site budget and when required attending local NRMA regional conferences. The main responsibilities included: Building new business and retaining existing customers through exceptional customer service and recognition of cross-selling opportunities Providing professional and timely delivery of all NRMA products/services to NRMA members and customers Ensuring all daily transaction requirements, administrative tasks and other duties are carried out in accordance with current company and legislative practices and procedures Maintaining up to date knowledge of all products and servicesResponsible for staff knowledge and training Co-ordinating staff sales targets and ensuring that these are deliveredProvide advice to NRMA customers regarding products and services in relation to both Motoring & Services & Insurance products, so client is equipped to make an informed product choiceHandle customer complaints and strive to resolve first hand in-store, if further escalation required ensure correct process is engagedDevelop and maintain key relationships within the outlet Accurately balancing all monies taken at the end of each dayCo-ordinating any Local Area Marketing activities to promote brand awareness & our store within the community This role demanded high levels of attention to detail, strong communication skills, accompanied with the ability to lead a successful agency to meet tough sales targets. The ability to deliver optimal customer service, within a highly pressured environment are all a part of delivering results with this challenging role. Show less

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  CGU

  Feb 2010 - Dec 2012

  Customer Care Consultant

  In the role of Customer Care Representative within the Contact Centre I was required to perform various job functions, some of which involved answering incoming calls from direct customers to effectively manage & resolve their queries relating to their insurance premiums. Insurance cover is provided to customers for various assets such as car, house, contents, boat, caravan & landlords property insurance. My primary function in this role required me to respond to incoming calls that were received and resolve customer questions regarding their premiums that have been sent. This role required excellent customer service skills, ability to effectively time manage, strong attention to detail, accompanied with the ability to deal with complaints & ultimately try to retain, cross sell & upsell business wherever possible. Show less

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  The Home Depot Canada

  Mar 2013 - Sept 2013

  Special Services Associate

  The Special Services Associate position I have been assigned within the store has many various duties which consist of processing special customer orders, maintaining & updating customer records, processing new Home Depot consumer & commercial credit account applications, effectively process customer product return & new product retail sale transactions via a cash register, cash handling, produce reports as per management direction on store delivery schedules, staff productivity & other data as required, answer incoming telephone enquiries regarding customer orders, capturing new sale leads & entering into in-house database systems, & effectively manage & try to provide appropriate solutions to customer complaints. This highly challenging role requires strong team player attributes, effective communication skills, strong attention to detail, exceptional customer service skills with the ability to multi-task. Show less

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  Sullivan Nicolaides Pathology

  Aug 2014 - Jun 2015

  Phlebotomist

  As a Phlebotomist I work in a Pathology Collection Centre, Hospital, Clinic or Medical Practice & when required, home visits to take pathology specimens from patients. Taking pathology specimens generally involves using a needle to take blood specimens from patients.Other pathology specimens taken by a Phlebotomist may include skin tissue or bodily fluids. Phlebotomist also conduct tests such as ECG (Heart) screening.These specimens and tests are sent to Pathology Laboratories to assess patients for medical problems. Show less

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  Australian Government

  Dec 2015 - now

  Government administration

  • Provider Integrity Response Officer

    Jan 2025 - now

  • Senior Compliance Officer

    Mar 2023 - Jan 2025

  • Operations Planning Officer

    Jun 2022 - Mar 2023

  • Senior Client Services Officer

    Apr 2021 - Jun 2022

  • Administrative Support Officer

    Sept 2018 - Apr 2021

  • Case Officer

    Jul 2017 - Sept 2018

  • Information Officer

    Dec 2015 - Jul 2017