Donna Wright
Brighton,Australia
Summary
A seasoned Customer Experience Director with considerable expertise in operations and performance in Telco, Transport, and Infrastructure in both the public and private sectors. Passionate about Sustainability, Human Rights and Serving others. Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
DIRECTOR CUSTOMER EXPERIENCE & ACCESSIBILITY
V/LINE Corporation
06.2022 - 10.2023
- Developed insightful customer intelligence to champion key transport mobility services such as the approval and deployment of real-time data and community partnerships to enhance accessible transport options.
- Solved customer service problems by developing rigorous fact based analysis including business cases and other quantitative analytics to support the implementation of innovative solutions such as digital programs and the restructure of Business Units.
- Comfortably managed strategy projects and working to clear deadlines. Developed Vline's first Customer Experience Strategy to be incorporated in the organisations 2-3 and 5 year Corporate Plan.
- Regularly reported to the Advisory Board on customer and stakeholder services and engagement. Through my clear, concise and impactful communications I gained the boards endorsement for all recommendations put forward. Recommendations such as the implementation of regular customer assessments and changes to customer services.
- Successfully managed financial activities within agreed budgets.
- Effectively and efficiently serviced the business needs by leveraging people, process and technology, leading to strong business performance and the career progression of collogues under my leadership.
- Optimised cross team collaboration to align the team around shared objectives.
SENIOR MANAGER CUSTOMER EXPERIENCE
Level Crossings Removal Project (LXRP) | Major Transport Infrastructure Authority (MTIA)
01.2018 - 06.2022
- Led the strategic development, implementation, and evaluation of tactical and operational customer service plans, programs, and initiatives.
- Directed specific stakeholder research and engagement programs to support the successful removal of 52 level crossing
- In close cooperation with the Chief Customer Officer for the MTIA contact centre I developed and implemented strategy and business plans to align with the LXRP's customer objectives.
- Commissioned a fully integrated approach across various innovative and diverse communication channels, including proactively adopting digital and social media opportunities to meet customer needs
- Maintained strong relationships with Public Transport Ombudsman, Cross Boarder Commissioner, and the Ministers Office to successfully change policy.
Senior Manager Operations and Performance
Telstra Global Contact Centres
06.2014 - 06.2017
- Administered thorough reviews of marketing operations to devise and deploy improvement strategies, facilitating consistent service delivery and increasing NPS by 2 points
- Explored new and innovative ways to meet the diverse and changing needs of our customers leading to the diversification of Telstra services
- Directed research data analysis, advised Senior Executives of findings, and recommended optimisations leading to the development of a QA framework, reducing complaints by 12% and an increase of 18% in speed to competency
- Championed the restructure of staff through coordination with business groups to create and successfully execute large scale transformation projects
- Advised on productivity improvements through digital solutions across a complex global contact centre footprint to increase productivity by 11%
- Oversaw capacity planning to ensure optimal utilisation of resources, while maintaining high-quality service delivery.
Manager Quality and Credits
Telstra Country Wide
06.2012 - 06.2015
- Managed quality assurance programs, including on-site evaluations, internal audits, and customer surveys to drive compliance
- Fraud risk management across the retail sector, reducing employee fraud by $3.2m
- Delivered savings of $13m by implementing cost-saving initiatives that addressed long-standing problems
- Resolved data costing problems, improved operations, and provided exceptional client support to business partners
- Worked with Telstra licensees to understand needs and provide credit management services.
Education
MBA - Master of Business Administration
Australian Institute of Business
Adelaide, South Australia06.2022
Advanced Diploma - Marketing
Barton Institute of Tafe
Melbourne, Victoria06.1999
Skills
- Service delivery
- Continual Improvement
- Problem Solving
- Leadership
- Customer Relationships
- Collaboration
- Budget Control
- Operations Management
- Contract Management
- Legal and Regulatory Compliance
- Verbal and Written Communication
- Strategic Planning
- Government Relations
- Cross-functional Team Leadership
- Stakeholder Engagement
- Department Oversight
- Staff Development
Hobbies and Interests
- Sacred Heart Misson I Volunteer work
- Brighton Rotary Club I Director Club Services
Timeline
DIRECTOR CUSTOMER EXPERIENCE & ACCESSIBILITY
V/LINE Corporation
06.2022 - 10.2023
SENIOR MANAGER CUSTOMER EXPERIENCE
Level Crossings Removal Project (LXRP) | Major Transport Infrastructure Authority (MTIA)
01.2018 - 06.2022
Senior Manager Operations and Performance
Telstra Global Contact Centres
06.2014 - 06.2017
Manager Quality and Credits
Telstra Country Wide
06.2012 - 06.2015
MBA - Master of Business Administration
Australian Institute of Business
Advanced Diploma - Marketing
Barton Institute of Tafe
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