Everlyne Maero

Work History

Spark Wholesale

02.2024 - Current

Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
Ensured prompt resolution of any conflicts or obstacles encountered during the course of a project''s execution phase, helping maintain smooth workflow across departments involved in its completion process.
Developed risk management plans that effectively minimized project disruptions, maintaining momentum in face of unforeseen challenges.
Fostered culture of continuous improvement by organizing regular review meetings, leading to identification and implementation of key process optimizations.
Collaborated with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process.
Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.

TATA Communications (Australia) Pty Limited

10.2018 - 04.2023

Managed Order Management and Engineering Teams while setting clear customer satisfaction goals and responded to their questions and guided them on appropriate resolutions.
Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts both internal and external clientele.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
Coordinated new hire recruitment, training and development.

Optus Wholesale and Satellite

02.2018 - 09.2018

Responded rapidly to market shifts to make changes to corporate processes.
Improved efficiency and effectiveness of performance and management of processes across departments.
Significantly improved customer engagement and experience from a score of 7.0 to a score of 8.2 within a 12-month periods
Managed change among staff to achieve buy-in and cooperation and overcome resistance.
Gathered and analyzed large amounts of data to determine improvement projections.
Conducted focus groups, surveys, and feedback sessions to gather input from stakeholders.
Developed streamlined Service Delivery process, which boosted productivity by 60% by automation, scripting and standardizing Processes.
Evaluated impact of process change on overall operation and determined return on investment.

Optus Wholesale and Satellite

08.2016 - 02.2018

Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Led and drove the Service Delivery Team to deliver a record on-time performance in 2017 of >80% (an increase from 60%), while reducing the standard lead time from 14 weeks to 8 weeks
Enhanced team performance by implementing efficient service delivery processes and procedures.
Managed team of employees, overseeing hiring, training, and professional growth of employees.
Evaluated employee performance regularly, providing constructive feedback and support for professional growth.
Developed strong relationships with clients, ensuring their needs were met and maintaining open lines of communication.

Optus Wholesale and Satellite

03.2008 - 08.2016

Built client relationships by responding to inquiries, identifying, and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Attended staff and client meetings and served as liaison to manage operations for account.
Interfaced effectively with key accounts, answering questions and delivering exceptional service.
Supported day-to-day account management for company clients.
Strengthened relationships with current accounts through consistent and frequent communication.
Reduced revenue loss by driving early revenue and backlog order initiative and focus by 30%
Nominated for the Most Valuable Contribution Award in the Optus Wholesale and Satellite operation 3 years in a row.
Retained and managed the largest strategic accounts by demonstrating exceptional Account and Stakeholder Management capabilities.