Summary
Overview
Work History
Skills
References
Timeline
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Meghan Hollins

Perth ,WA

Summary

  • Driven Senior Consultant with 7+ years experience working with Water Corporation, Trustpower, and Qantas Airways. I am trained in project and time management with extensive knowledge of scheduling/ dispatching, customer service and mentoring, which has very similar core talents and key accountabilities mentioned in your job description. I am Adept in collaborative problem solving, risk management and creative solutions.

Overview

7
7
years of professional experience

Work History

Technical Officer – Scheduling

Water Corporation
01.2024 - Current
  • Responsible for developing weekly work schedules to ensure balanced and optimised work packages achieve efficient and optimal delivery in accordance with KPI targets.
  • Accountable to schedule work based on priority, due date, geographical location and asset impact to ensure work orders are managed through their entire lifecycle to meet corporate KPI’s.
  • Manage resource availability master data within CMMS to allow visibility and escalation of constraints or resource shortage.
  • Responsible to develop daily work allocation to ensure crews are effectively utilised throughout the week.
  • Supports Team Leaders in procurement processes and purchase orders to ensure scope of work documents are completed for contractor pricing for external Planned Maintenance work.
  • Developed and implemented strategic plans to meet organizational goals, ensuring alignment with company objectives.
  • Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.

Senior Consultant – Customer Solutions

Water Corporation
05.2023 - 01.2024


  • Provided a consistent premium telephone service to Water Corporations internal and external customers.
  • Responded to enquiries relating to faults, emergencies,
    security, service and maintenance, and general enquiries associated with water, wastewater and drainage systems.
  • Ensure all adjustments to customer records are in accordance with Water Corporation policy, standards and guidelines.
  • Receives and resolves escalations from external customers, field staff, field coordinators and incident managers on a range of contentious or more complex enquiries.
  • Providing a very high-quality telephone service to the Water Corporation’s internal and external customers.
  • Responding to enquiries relating to faults, emergencies, security, service and maintenance and general enquiries associated with water, wastewater and drainage systems.
  • Boosted team performance and productivity by providing consistent training,
    mentorship, and professional development opportunities.
  • Problem solving with highly complex query's relating sewer overflows/ emergencies and dealing with unforeseen problems.
  • Excellent interpersonal skills and have the ability to influence and negotiate successful outcomes.


Vacant Property Specialist

Trustpower
02.2019 - 02.2023
  • Enhanced business efficiency by identifying trends and patterns in complex datasets.
  • Consistently managed a high-volume of client queries via email and telephone communication, and improved client satisfaction by promptly investigating and
    resolving client complaints and crisis calls i.e. utility outages.
  • Working on daily reports for usage used at Vacant sites via Excel and Power BI.
  • Improved decision-making processes with accurate data analysis and visualization techniques.
  • Liaised with Contractors to locate, plan, and schedule vacant property utility disconnections.
  • Mentoring and helping customer advocates with training and general related queries.
  • Organising cards being sent to Vacant properties.
  • Helping customers with an wide variety of queries including power faults, Fibre and mobile troubleshooting, billing queries, and resolving account queries.
  • Accessed multiple databases (GTV, BAM, MNET) to investigate customer questions and concerns.


Contact Centre Specialist

Qantas Airways
05.2017 - 02.2019
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Customer flight management - Flight Disruptions, Cancellations, and delays.
  • Exceeded customer expectations by providing a continuous premium telephone and
    email service, offering tailored assistance to each customer’s needs i.e. flight management, booking queries, products and services, and financial hardship.
  • Maintained a high-level of professionalism and open line of communication when investigating and resolving customer complaints i.e. flight disruptions, cancellations, delays, and payment difficulties.



Skills

  • Proficient in MS Office, SAP, Sales Force, Power BI, Maximo, Grange, MyWorld, and Outage Management
  • Comprehensive knowledge of customer service and problem-solving
  • Excellent communicator with the ability to deal with a wide range of people
  • Passionate about continuous process improvement
  • Strong administrative skills, well-organised with attention to detail
  • Adaptable and able to balance priorities, multiple projects, and tasks
  • Ability to work with confidentiality and discretion

References

  • Available upon Request

Timeline

Technical Officer – Scheduling

Water Corporation
01.2024 - Current

Senior Consultant – Customer Solutions

Water Corporation
05.2023 - 01.2024

Vacant Property Specialist

Trustpower
02.2019 - 02.2023

Contact Centre Specialist

Qantas Airways
05.2017 - 02.2019

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Meghan Hollins