Ana-Lisa George
Burpengary East,QLD
Summary
Flexible Escalation Specialist who works well independently and collaboratively with other departments.
Strong organisational and communications skills for thinking quickly and solving problems in fast-paced environment.
Adept at handling multiple tasks efficiently and accurately while always considering cost and quality of standards.
Overview
16
16
years of professional experience
Work History
Escalation and Engagement Specialist
Telstra
01.2021 - Current
- First Escalation point for Stakeholder enquiries for Fast Track, Level 5 and BAU orders requiring intervention.
- Developed and implemented strategies to streamline communication between internal and external stakeholders.
- Provides support to the Delivery specialist team to remove blockers to delivery of Fibre Services.
- Identifies and reports on trends in customer complaints to improve delivery of service and prevent future complaints.
- Collaborates with other departments such as Front of House, Delivery, Design and Construction, identifying and addressing areas needing improvement.
Delivery Specialist
Telstra
01.2020 - 01.2021
- Interpret Design Details to make informed decisions on best resource available for scope of works
- Proactively respond to/redirect any issues raised by Stakeholders (FoH, Customers, Appraiser, Designers, Construction, Activations teams).
- Work with the design team to remove blockers to delivery of service - ensure all design collateral is amended to resolve issues identified in the field
- Ensure any network linkage charges are applied as required by Capex Cost Estimation process rules & Any additional FFS requirements are captured and presented to FoH for customer approval
- Investigate any LAAN feedback from respondent and address concerns/rejection.
- Contractor Date Management - to ensure that appropriate timing is placed on the Panel's work order for their KPI measurement
- OTD management/ Order delivery predictability - Submit retarget's with appropriate coding to allow understanding of delays and new delivery timing for stakeholders.
Customer Service Liaison
Telstra
01.2017 - 01.2020
- Investigated escalated Stakeholder issues and implemented appropriate tactics for swift resolution.
- Followed up on Stakeholder interactions to maintain customer communication and successfully close resolved issues.
- Provided feedback on product or service improvements to better meet customer needs and expectations.
- Trained team personnel on Stakeholder management activities and protocols, mentoring and coaching to improve skills.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Field Resource Coordinator / Planning
Telstra
01.2015 - 01.2017
- Optimized schedules, forecasts and other tools to present to management to provide an achievable plan both strategically and financially.
- Managed the Construction ARL profile to ensure no risk to demand.
- During high and peak demand periods, model different resource scenarios for recovery options and provide Long Term outlook for resource requirement where capacity data is unavailable
- Proposed and implemented solutions to improve demand forecast accuracy.
- Provide recommendation to Project divisions on achievable run rates through geographical knowledge and understanding of workforce capabilities.
- Enhanced team workflows by coordinating communication between Construction and Delivery employees.
- Coordinated opportunities for technical training and development classes for staff members during downtime.
Field Deployment Officer
Telstra
01.2012 - 01.2015
- Handled calls both inbound and outbound with Construction personnel to coordinate timely delivery of installation and maintenance schedules.
- Optimized organizational processes by effectively managing crew schedules while adhering to contractual obligations.
- Worked with Delivery Forecasting and Construction Supervisors to understand supply needs and make recommendations for improvement.
- Monitored employee and customer interactions to assess quality of service.
Installation and Maintenance Scheduler
Service Stream Communications
01.2010 - 01.2011
- Managed maintenance Ticket of work volumes in conjunction with Maintenance Field Resources and coordinated repair schedule according to priority level.
- Optimized productivity by eliminating travel & unnecessary downtime, efficient budgeting, allocating tasks and maintaining high standards of safety and quality.
- Reviewed maintenance program for efficiency accuracy and timeliness, and provided feedback for improvement to company leadership.
- Planned production schedules, taking employee production rates, company needs and seasonal changes into account.
Provisioning Customer Service Agent
Service Stream Communications
01.2008 - 01.2010
- Actively listened to customers, handled concerns quickly and escalated major issues.
- Evaluated customer complaints to explore issues, develop potential solutions, and maintain high-quality service.
- Liaised with Construction and management teams to enhance the customer service experience.
- Demonstrated high attention to detail, organisation and management of multiple tasks and projects simultaneously.
Education
Te Reo Maori
2005
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Motueka High School
2003
Skills
- Stakeholder Engagement
- Strategic Planning
- Continuous improvement
- Cost Management
- Risk Mitigation
- Production Scheduling
- Key Relationship Development
References
Current Manager: Richard Ross
Richard.J.Ross@team.telstra.com
Personal Reference: Keri Blanco
Kerriann.Blanco@team.telstra.com
Timeline
Escalation and Engagement Specialist
Telstra
01.2021 - Current
Delivery Specialist
Telstra
01.2020 - 01.2021
Customer Service Liaison
Telstra
01.2017 - 01.2020
Field Resource Coordinator / Planning
Telstra
01.2015 - 01.2017
Field Deployment Officer
Telstra
01.2012 - 01.2015
Installation and Maintenance Scheduler
Service Stream Communications
01.2010 - 01.2011
Provisioning Customer Service Agent
Service Stream Communications
01.2008 - 01.2010
Te Reo Maori
undefined
Motueka High School
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