Crystal Melville

Key Responsibilities:

• Analysed data, spotting trends for proactive risk management and capitalizing on opportunities for revenue growth and cost reduction.

• Engaged with customers, tailoring Telstra products to meet their needs, achieving sales goals through exceptional customer service.

• Identified team skill gaps and provided targeted coaching, enhancing operational capabilities and compliance.

• Managed daily banking and reconciliations, ensuring compliance through regular audits for outstanding operational performance.

• Developed strategies for high compliance standards and effective inventory management, reducing losses due to fraud or theft.

• Supported monthly Health, Safety & Wellbeing action plans, promoting a safe workplace and team well-being through responsible behaviour.

• Utilised expert IT system knowledge to implement operational improvements, supporting Store Manager in process optimisations.

• Led team training in IT Systems, contributing to succession planning and consistent operational excellence.

Key achievements:

• Developed and implemented comprehensive training manuals, equipping operations managers with the skills to elevate store rankings. Spearheaded a remarkable achievement, securing the coveted top-ranking position for six consecutive months. Demonstrated an unwavering commitment to maintaining an exceptional store ranking.

Key Responsibilities:

• Adapted existing procedures to optimise customer order placement, efficiently directing calls to the most knowledgeable team member based on the inquiry.
• Supported the development of a tailored customer management tool within MYOB, enhancing project-specific interactions and streamlining processes.
• Led the delivery and deployment of complex telecommunications and IT solutions, overseeing end-to-end project management, customer engagement, and stakeholder coordination.
• Managed essential tasks including data entry, reporting, and CRM tool maintenance, ensuring accurate and accessible information for informed decision-making.
• Provided valuable assistance in training new team members, contributing to a seamless onboarding process and fostering a culture of continuous learning.

Key Achievements:

• Successfully improved customer service efficiency by adapting procedures, resulting in more effective handling of customer orders.
• Played a pivotal role in the creation of a customised MYOB-based customer management tool, enhancing project-related communication and interactions.
• Demonstrated exceptional dedication and contribution by receiving the Employee of the Month in April 2019.
• Nurtured a supportive onboarding environment by assisting in training new team members and providing management support, contributing to team growth and effectiveness.

Key Achievements:

• Led the establishment of the Business Team from scratch, creating efficient order flow and collaboration processes between Sales and Provisioning.
• Successfully implemented procedures within the Business Team, optimising operational efficiency.
• Transitioned from Business Provisioning Support to a Project Management Role, advancing order progression and supporting both customers and Telstra staff.
• Played a pivotal role in the implementation of a new project stage process, enhancing operational efficiency.
• Consistently met and exceeded monthly targets, earning recognition through "Star of the Month" awards.
• Received Outstanding Achievement awards and garnered multiple positive personal Google reviews, reflecting dedication and exceptional performance.

Key Responsibilities:

• Managed the provisioning of Small and Medium Business Orders for standard and complex business products.
• Delivered comprehensive education on Telstra Systems' complexities, enhancing team expertise.
• Utilised Office Suite to facilitate efficient operations, communication, and reporting.
• Ensured contract compliance and adherence to business standards.
• Skillfully managed project risks, addressed potential issues, and adeptly handled client complaints.
• Provided exceptional customer service throughout the project lifecycle, fostering positive client relationships.
• Engaged with clients, managed stakeholders, and oversaw multiple projects simultaneously.
• Maintained accurate records through meticulous data entry, reporting, and effective CRM tool management.
• Contributed to team growth by training new employees, offering valuable management support, and tracking team achievements.

Key Responsibilities:

• Deliver sales results in accordance to managerial expectations and company targets by selling the entire range of STA Travel preferred suppliers.
• Provide a level of customer service to all clients that differentiates STA Travel from our direct competitors.
• Assist in training of new staff.
• Assist in the day to day administrative duties within the branch.
• Comply and adhere to STA Travel policies and procedures in all facets of business.
• Take ownership of escalated issues and ensure they are professionally resolved.
• Meet and exceed personal objectives, including sales, revenue and productivity targets

Key Responisibility:

• Provided exceptional customer service, effectively addressing and resolving clients' telecommunications issues, ensuring their needs were met with professionalism and accuracy.
• Managed daily store operations, ensuring a seamless and productive environment for both customers and staff.
• Effectively handled a substantial volume of incoming calls, offering timely assistance and solutions to customers' inquiries.
• Took charge of the customer service phone, ensuring all inquiries were promptly addressed and resolved to maintain customer satisfaction.
• Spearheaded the customer experience program, actively engaging with customers to discuss their in-store experiences, contributing to improved net promoter scores.

Key Responsibilities:

• Engaged with customers via various communication channels, including phone, email, and chat, addressing their enquiries, concerns, and requests promptly and professionally.
• Effectively identified, escalated, and resolved customer issues, utilising your product knowledge and resources to provide accurate and efficient solutions.
• Assisted customers in navigating through Optus' products and services, explaining features, benefits, and pricing to meet their individual needs.
• Handled billing enquiries, processed payments, and managed account-related tasks with precision, ensuring accurate and timely resolution.
• Provided technical support and troubleshooting for a range of services, guiding customers through steps to resolve technical issues or directing them to specialised teams when necessary.
• Demonstrated empathy and patience in managing customer complaints, working diligently to find solutions that satisfied customers and maintained their loyalty.
• Assisted customers in making changes to their existing plans, upgrading services, and exploring new offerings based on their requirements.
• Accurately documented customer interactions, issues, and resolutions in the system, maintaining a comprehensive record for future reference.
• Gathered customer feedback and insights to contribute to the improvement of Optus' products, services, and processes, helping us meet evolving customer needs.
• Stayed up-to-date with Optus' product offerings, pricing, promotions, and policies, ensuring accurate and relevant information delivery to customers.
• Maintained high-quality service delivery in line with Optus' customer service standards, policies, and procedures.