Deborah Dobie
Telstra Australia Business
18
years of professional experience
Work History
Business Support NBN Delivery Specialist
9 Years 6 Months- My role was to deliver high-quality service to enhance and improve the Enterprise NBN O2A customer experience by handling all customer enquiries and escalations, resolving complex problems, boosting customer advocacy, and contributing to business process and operational support delivery. Responsibilities included Connection Management, Post Activation/Order Build TRN Management, Wave Management, Escalation & Exception Management. I managed process improvements, work instructions, training activities, audits, and operational support tasks.
- Provided essential administrative and project support across various business functions to meet performance standards and key policies. This role was vital in maintaining smooth operations that support Telstra’s strategic goals. I excelled in providing responsive and thoughtful support, acting as a key enabler for collaborative teams and contributing purposefully to shared objectives.
- Prepare documents, materials, and reports for key stakeholders, using communication skills, digital tools, and business knowledge to meet application, design, language, and layout needs
- Work with team members to track and report progress on assigned tasks, maintaining quality within set parameters and adapting to changes as needed
- Research topics and projects as directed by senior team members by gathering data and input to identify causes and suggest options
- Participate in continuous improvement efforts by implementing and maintaining processes to enhance departmental efficiency under senior guidance
- Prioritise requests to assist team members in completing activities and projects promptly
- Collaborate with team members to develop skills and capabilities in core functions to provide support and ensure continuity
- Manage and promote key digital resources that facilitate efficient enterprise-wide work, ensuring shared understanding, consistent use, and stakeholder awareness with senior support
- Represent Telstra and the team by offering first-line support and stakeholder liaison, ensuring enquiries and requests are handled effectively and professionally
- Support business operations, including assisting external/internal customers, frontline staff, leaders, and other business subject matter experts
- Ensure execution and compliance with documented business processes
- Manage multi-disciplinary operational work, often involving direct customer interaction, including tasks, projects, and changes
- Identify knowledge or process gaps and communicate them to the business as part of continuous improvement
- Create and participate in operational reporting as required
- Handle inbound and outbound customer and stakeholder enquiries, including managing an inbound call queue
- Participate in and present at stakeholder meetings, including governance forums
- Manage change effectively by adopting, using, and becoming proficient in new processes, systems, and tools
- Conduct training for internal and external staff to ensure teams, stakeholders, and customers are skilled in processes, systems, and tools
- Contribute to developing business processes and work instructions
- Identify and report business risks and issues, documenting them in business tools
- Establish and maintain effective working relationships with peers and key stakeholders
- Collaborate with frontline team members and customers as necessary
8 Years
- Call Centre - Internet and phone service
- TIO Complaints - Escalation Credits
- Held Orders - Assisting with connecting new customers to new infrastructure NBN.
- BIM Team - coordinating systems, services, and customers
Education
- Accounting / Contract Law
Skills
Communication skills
Interpersonal skills
Microsoft Office suite
Office support services
Organisational skills
Problem solving
Records management
Stakeholder management skills
Interests
Volunteering
Timeline
Business Support NBN Delivery Specialist
Telstra Australia Business
01.2017 - 07.2026Read More
Telstra Australia Consumer
01.2009 - 01.2017Read More
Curtin University
from Accounting / Contract Law
Read More