Lianne Keynes
Quinns Rocks,Australia
Summary
With 18 years’ experience in the Customer Service industry, I have developed exceptional customer service skills and can deliver a high-quality service, to internal and external customers. I can demonstrate high level skills in: Customer Service to achieve Key Performance Indicators Professional telephone skills Written and verbal communication skills Working within a team environment Excellent knowledge of the Water Corporation’s policies and procedures Operations, maintenance & technical business environment of a service utility
Overview
17
17
years of professional experience
Work History
Scheme Controller – Customer & Wastewater Operations
Water Corporation
11.2021 - Current
- Operate, monitor and optimise water/wastewater schemes in accordance with operating plans provide by scheme planners
- Independently diagnose water/wastewater scheme and asset faults and initiate corrective action and/or devise solutions to maintain service
- Identify and escalate significant operational events as incidents in accordance with the Corporate Incident Management Process
- Participate in the operational response to incidents of varying complexity and severity
- Provide operational information and reporting as required for corporation or external stakeholders
- Provide a high quality customer experience for the Corporation’s customers through the provision of accurate and professional advice on a broad range of customer enquiries – After hours only
- Respond to customer enquiries and provide information and advice on technical issues relating to water, wastewater, and drainage faults and emergencies - After hours only
Senior Consultant- Customer Solutions Operation Centre
Water Corporation
05.2015 - 11.2021
- Providing high-quality customer service to all customers with regards to technical faults and emergencies
- Resolving enquires that are complex and providing information to customers
- Interacting with the field service crews and making sure that we obtain the correct information for updating our systems so we can communicate this back to the team and to our customers
- Independently regulate, prioritize and assign work to staff members to resolve customer enquiries
Customer Service Representative - Contact Centre
Water Corporation
10.2007 - 05.2015
- Provide a high quality of customer service to external customers as a member of a team
- Handling customers enquires about their account
- Receiving and replying to customer email enquiries
- Handle a range of enquiries regarding Water Corporation services including, account & technical enquiries, processing of rebates and concessions applications & financial payment agreements
- Update and maintain customer records
- Financial adjustments in accordance with approved delegation
- Assisting customers that are in financial hardship and make sure I get the right solution in place to help reduce their debt
- Participate in Call Centre initiatives
- Achievement of Call Centre and individual performance measures
- Process returned mail
- High water use enquiries and disputed bills
- Dealing with other departments to find the best solution for customers
Skills
- Customer service skills
- Analytical skills
- Negotiation skills
- Organisation and planning skills
- Mentoring
- Working with challenging customers
- Microsoft Office
- Nexus
- Outage management
- Maximo
- Sap
- Grange
- My World
- Aspect
- Water Corporation Intranet & Internet
- Cascade
- Aqua Docs
- View X
- OMS
- WebEOC
- Fatigue management
- Lone Worker
- Webex
- Virtual assist
- Word
- Excel
Accomplishments
- Deemed competent in Accounts, Technical & Advanced Credit Management skill sets.
- Received numerous accolades from fellow staff members and customers.
- Provide high quality and efficient customer service.
- Provide solutions or resolves issues in the first instance by taking ownership of customer enquiries.
- Consistently achieve high percentage on call quality monitoring.
- Meeting all KPI’S.
- Active team member when the Call Centre won the ATA Call Centre of the year award on two occasions.
- Identified and implemented process improvement opportunities.
Training
- Financial Hardship Training
- Giving & Receiving Feedback
- Bomb Threat Training
- Information Security On-line Training
- Voice Production Training
- OSH Training
Timeline
Scheme Controller – Customer & Wastewater Operations
Water Corporation
11.2021 - Current
Senior Consultant- Customer Solutions Operation Centre
Water Corporation
05.2015 - 11.2021
Customer Service Representative - Contact Centre
Water Corporation
10.2007 - 05.2015
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