Summary
Overview
Work History
Education
Skills
Timeline
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Gail Antony

Melbourne,VIC

Summary

Dynamic Workforce Coordinator at Telstra with a proven track record in process improvement and data analysis. Recognized for enhancing KPI performance through innovative solutions, including an 89% reduction in missed timesheet entries. Adept at stakeholder engagement and fostering team collaboration to drive operational excellence and customer satisfaction.

Overview

17
17
years of professional experience

Work History

Workforce Co-Ordinator

Telstra
05.2022 - Current
  • In this role, I collaborate across teams to ensure reporting accuracy and resolve data-related issues. I maintain data hygiene to support reliable decision-making and contribute to operational efficiency by driving process improvements and supporting team initiatives.
  • Key Responsibilities:
  • Ensure data accuracy and consistency for reporting and decision-making by identifying and resolving discrepancies.
  • Deliver timely and precise data extraction and dashboard setup for team leaders, program managers, and squad utilisation.
  • Manage communications to support efficient workflows and prompt responses.
  • Facilitate onboarding and skill development for new team members to ensure readiness and capability.
  • Identify and implement process enhancements to improve stakeholder and customer experience.
  • Monitor and maintain data quality to ensure reliability and usability.
  • Achievements:
  • Designed and implemented a timesheet reminder system that improved compliance and reduced missed entries by 89%, significantly enhancing KPI performance.

Telecommunications Ombudsman Complaints SME

Telstra
01.2019 - 05.2022
  • As a Subject Matter Expert and Case Manager, I managed Telecommunications Industry Ombudsman complaints, delivering high-quality customer service and maintaining strong external stakeholder relationships. I was responsible for end-to-end complaint resolution and professional communication with customers and regulatory bodies.
  • Key Achievements:
  • Brilliance Award winner for consistently exceeding monthly KPIs, delivering training, and refining complaint handling processes.
  • Achieved outstanding closure results month-on-month by offering tailored solutions and enhancing customer satisfaction.
  • Attained a 97.7% resolution rate for batching cases in May 2021, February 2021, and October 2020.
  • Regularly recognised on the Wall of Fame for exceptional customer commendations and service excellence.
  • Awarded the Shark Tank Award in February 2021 for exceptional productivity and performance.
  • Received multiple commendations from customers and internal stakeholders for proactive support and resolution expertise.
  • Developed and delivered training modules for: Duplicate Complaint Review Process, Credit Management Complaints, Gatekeeping Module.
  • Stepped up to manage the team in the absence of the Team Leader, providing guidance and prioritising tasks effectively.
  • Led initiatives to improve processes impacting both agents and customers.

Root Cause Insights Analyst (Complaints & Customer Experience)

Telstra
11.2015 - 08.2016
  • As a Root Cause Analyst, I applied systems thinking methodology to investigate and analyse customer complaints. My focus was on identifying systemic issues and recommending improvements to enhance customer experience and reduce complaint volumes.
  • Key Contributions:
  • Analysed over 400 complaints, identifying root causes across systems, processes, and people.
  • Delivered actionable recommendations to improve complaint handling and customer service outcomes.

Customer Contact Service Specialist (Inbound Sales & Support)

Telstra
06.2008 - 08.2011
  • In this high-demand contact centre role, I was the first point of contact for business customers, resolving billing issues, optimising product solutions, and driving customer retention through consultative sales techniques.
  • Key Responsibilities:
  • Managed inbound and outbound sales campaigns with a focus on business customer engagement.
  • Resolved billing and account issues while aligning Telstra's product offerings with customer needs.
  • Re-engaged former customers through strategic sales and service excellence.
  • Investigated and resolved complaints with a customer-centric approach.
  • Handled disputes to achieve mutually satisfactory outcomes.
  • Consistently exceeded KPIs including First Call Resolution, Compliance, NPS, and Lead Generation.
  • Enhanced customer advocacy through timely and accurate service delivery.

Education

Masters in Sociology - Sociology

Madurai Kamaraj University
India
01-2005

Skills

  • Customer service and advocacy
  • Stakeholder engagement
  • Process improvement
  • Team collaboration
  • Continuous learning
  • Strategic problem solving
  • Leadership and initiative
  • Effective communication
  • Conflict resolution
  • Data analysis
  • Report generation
  • Training and development
  • Forecasting techniques

Timeline

Workforce Co-Ordinator

Telstra
05.2022 - Current

Telecommunications Ombudsman Complaints SME

Telstra
01.2019 - 05.2022

Root Cause Insights Analyst (Complaints & Customer Experience)

Telstra
11.2015 - 08.2016

Customer Contact Service Specialist (Inbound Sales & Support)

Telstra
06.2008 - 08.2011

Masters in Sociology - Sociology

Madurai Kamaraj University

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Gail Antony