Jessica Frost
Mentone,VIC
Summary
Proven leader with a track record at Telstra for enhancing team productivity and customer satisfaction through effective people management and complaint resolution. Skilled in coaching with a keen eye for detail. I excel in fostering teamwork and collaboration to achieve significant performance improvements. Organised, dependable and successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet demand. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating and achieving goals and a vision to succeed. Problem solver and networker - team player bringing necessary experience and knowledge to tackle any operational need.
Overview
13
13
years of professional experience
Work History
Team Leader - MP Complaints
Telstra
11.2021 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Psychological safety and fostering a positive and collaborative work environment. Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Promoted high standards through personal example to help each member understand expected behaviours and standards.
- Collaborated with other teams and stakeholders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering recognition for achievements or identifying areas requiring further development.
- Monitored time and attendance, enforcing compliance with company procedures and standards.
- Communicated KPIs outlined in annual reviews and monthly/quarterly/annual goals to align on expectations and deliverables.
- Promoted culture of continuous improvement by encouraging feedback from all organisational levels and implementing actionable changes.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
Case Manager/2IC - High Risk Complaints
Telstra
04.2020 - 11.2021
- Maintained accurate documentation on all cases, ensuring compliance with regulations and case management.
- Conducted thorough investigations of complex and sensitive complaints, identifying issues, goals, and necessary changes.
- Managed portfolio closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated stakeholders and customers on available products and services as resolution to complex needs.
- Enhanced communication between customers and stakeholders through consistent follow-ups and progress updates.
- Achieved positive customer outcomes by developing and implementing comprehensive case management plans.
- Contributed to team discussions actively, sharing insights and expertise with peers to optimize best practices and productivity.
- Improved customer satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Facilitated individual and group training sessions to upskill and provide positive behaviour and productivity change.
- Provided leadership, guidance and support to team members as 2IC.
- Established and maintained relationships with key stakeholders.
TBS Project Manager
TBC Bayside
02.2011 - 04.2020
- Successfully managed multiple projects simultaneously by prioritising tasks according to urgency and resource availability.
- Planned and scheduled phases for large projects.
- Met project deadlines without sacrificing quality.
- Established effective communication among team members and external stakeholders for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines and milestones.
- Delivered exceptional customer service by proactively addressing questions and concerns and meeting expectations throughout the engagement process.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence my ability to deliver results.
- Monitored project performance to identify areas of improvement and make adjustments.
Education
Bachelor of Science - Physiotherapy
University of Bedfordshire
Luton, EnglandSkills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- People Management
- Coaching and Mentoring
- Documentation And Reporting
- Performance Improvement
- Analytical Thinking
- Complaint resolution
- Performance Evaluations
Timeline
Team Leader - MP Complaints
Telstra
11.2021 - Current
Case Manager/2IC - High Risk Complaints
Telstra
04.2020 - 11.2021
TBS Project Manager
TBC Bayside
02.2011 - 04.2020
Bachelor of Science - Physiotherapy
University of Bedfordshire
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