Call Centre Operations Coordinator / eCare Specialist
The role was split into two functions, Call Centre Operations Coordinator (2/3) and eCare Specialist (1/3).
- Provided operational support at Perth’s Customer Network Support Centre, managing IT infrastructure and systems support, applying business analysis and project management principles to drive for continual operational improvements. This role later developed into the Operations Manager role in Telstra Operations contact centres.
- Provided L2 assurance support for eCare Helpdesk (now BIG) for Telstra products such as Internet Direct, Telstra IP Telephony, xDSL. Successfully managed and resolved issues for large Business and Enterprise customers on the Telstra Internet Direct platform.
- Part of a project team which instigated the Ringback function for the business – initiative improved customer contact after case resolution and provided uplift in product sell opportunity.
- Project managed the deployment of Instant Messaging tool to technical workgroups in all Customer Network Support Centres across Australia.