Martha Carr
Strathfield,New South Wales
Summary
Dedicated Customer Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
38
38
years of professional experience
Work History
Product Service Officer
Transport For NSW
Rozelle, NSW
01.2022 - Current
- Delivered services to customer locations within specific timeframes.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Resolved problems, improved operations and provided exceptional service.
- Exercise sound and independent judgement to prioritise day to day activities to ensure work is completed in a timely manner.
- Worked well in a team setting, providing support and guidance
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Mitigated potential risks by proactively identifying potential issues and implementing appropriate countermeasures or contingency plans as needed.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Addressed public questions, complaints and requests and provided necessary assistance.
Grant Administration Team – Operations Support Officer
Service NSW
Strathfield, New South Wales
08.2021 - 11.2021
- Assessed 2021 Small Business Grant Requests for Small Businesses impacted by Covid-19 26Jun 2021 Lockdown.
- Performed First and Second Tier case assessment,
- Established relationship with Applicant or their designated contact to obtain documentation and update Sales Force case
- Increased Turnover by updating SalesForce records and move requests to Final Decision.
Senior Customer Service Manager
AT&T Global Network Services
Sydney, NSW
03.2006 - 11.2020
- Key in maintaining Re-sell of Global Network providing support for Bespoke network design
- Support Implementation and Rollout of first VeloCloud SD-Wan platform used in region.
- Created and Maintained bespoke documentation supporting Life Cycle Support for SD-Wan platform.
- Owns overall Customer Service Experience in Service Assurance, Delivery, Billing and Account Receivables.
- Create and Maintain Customer Service Guide, providing customer with detailed access to all key resources associated with their account, including ordering, billing, maintenance and sales support.
- Monitor and Track Implementation and Operational Performance Measures.
- Responsible for ensuring Service Level Agreements are tracked and met.
- Regular meetings, via WebEx or In Person, to review Performance, Work in Progress tracking and Account Receivables.
- Perform First Bill Martha Ann Carr Reviews and Validate Invoices Coordinate risk identification and and Implement Service Improvement Plan.
- Work with Sales, Operational teams and External Vendors to ensure compliance and customer satisfaction.
- Reduced customer complaints by addressing concerns proactively and implementing effective solutions.
- Developed and maintained strong relationships with key clients, ensuring long-term business partnerships.
- Analyzed customer feedback data to identify trends and areas for improvement in service delivery.
- Championed process improvements that resulted in operational efficiencies while maintaining strict adherence to company policies and procedures.
- Expertly managed escalated issues through effective communication strategies leading to swift resolutions.
- Enhanced customer satisfaction ratings by resolving technical and account issues efficiently.
- Built strong relationships with field operations team to support business development opportunities and improve service.
Customer Service Manager
Equant / Orange Business Services
Sydney, NSW
09.2000 - 03.2006
- Primary interface between end customer and Equant for all post sale and services issues.
- Produce and Maintain Customer Operation Guide, providing customer with summary of services and resources associated with their account, including ordering, billing, maintenance and sales support.
- Monthly Service Reports tracking Network Performance, Implementation, Account Receivables and Operational Performance Measures.
- Responsible for ensuring Service Level Agreements are tracked and met.
- Identify Possible Sales opportunities based on Equant Product Set increasing annual spend and retention.
Network Engineer
Advantra
Sydney, NSW
05.1998 - 08.2000
- Managed, tracked and coordinated problem resolution and escalation processes
- Monitor and Maintain IP / SNA Hybrid Networks
- Escalated emergency technical issues beyond scope to maintain optimum up-time
- Troubleshot complex multi-vendor network service provider issues
- Performed troubleshooting for Data Link Services
- Monitored network capacity and performance to diagnose and resolve complex network problems
- Ensure SLA Compliance per bespoke customer contracts
- Maintain Shift and Root Cause Analysis Reports
Senior Network Controller / Engineer
AMaDEUS Data Processing GMbH
Erding, Germany
09.1992 - 07.1997
- Primary Engineer supporting External Provider Installations. Tasks included Coordinating Hardware / Data Circuit delivery along with Host definitions.
Increased Annual Global Site Turn-up by 15% and reduced lead time in North America by 12 calendar days, a 25% improvement on previous years
Research, Test and Implement new Platforms
Billing and Contractual Reviews with Vendors Develop and Maintain Engineering and Customer Database 3rd level Technical Support for Operations
Install and Maintain In-House Lab Support National Marketing Company Installation Projects Produce Site Documentation with Summaries, Diagrams, Operational Procedures and Impact Statements On site support for aMaDEUS Demos and Installations.
Provided network support services for devices such as hubs, bridges, routers and other hardware
3rd level support to Troubleshot complex multi-vendor network service provider issues
Managed, tracked and coordinated problem resolution and escalation processes
Network Controller Technical Support
EDS/SystemOne/Eastern Airlines
Miami, USA, USA
03.1986 - 09.1992
- Monitor and Maintain Network Connectivity in an MVS/Netview Enviroment Identify and Resolve Data and Voice Communication failures across a T1 backbone and analogue extension network via IDNX console, Grange CP2000 and Analogue testing kit Maintain Shift Reports and Root Cause Analysis Reports Technical Support to Vendors and Installation teams Update Network Documentation as required and manage escalation Notifications.
Education
Bachelor of Arts - International Affairs, Communications
Florida State University
1985
Skills
- Documentation and reporting
- MicroSoft Office
- Sales Force
- Creative Problem Solving
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Issue and Complaint Resolution
- CRM Software
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Verbal and Written Communication
Timeline
Product Service Officer
Transport For NSW
01.2022 - Current
Grant Administration Team – Operations Support Officer
Service NSW
08.2021 - 11.2021
Senior Customer Service Manager
AT&T Global Network Services
03.2006 - 11.2020
Customer Service Manager
Equant / Orange Business Services
09.2000 - 03.2006
Network Engineer
Advantra
05.1998 - 08.2000
Senior Network Controller / Engineer
AMaDEUS Data Processing GMbH
09.1992 - 07.1997
Network Controller Technical Support
EDS/SystemOne/Eastern Airlines
03.1986 - 09.1992
Bachelor of Arts - International Affairs, Communications
Florida State University
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