Melanie Linke

• Led customer care team to enhance service delivery and operational efficiency.
• Developed training programs to improve staff performance and customer interaction skills.
• Analyzed customer feedback to identify trends and implement service improvements.
• Oversaw daily operations, ensuring compliance with company policies and procedures.
• Manage the coordination and reporting of KPIs, budget and target measures for team, including tracking performance against the agreed Service Level Agreement (SLA)
• Ensure there are reviews and internal controls across the team and at an individual level
• Represent Customer Delivery on all assigned projects and improvement opportunities and liaise with other groups/departments to ensure effective delivery of expectations and needs
• Built Customer Relationship Management (CRM) platform to align processes to make better experience and advocates of customer experience as well as team members
• Deciphered customer data to identify trends in demand and produce forecasts of future needs
• Produced written communication including reports, correspondence,and presentations
• Lead the development, delivery, and implementation of a range of operational continuous improvement initiatives on time and to budget
• Represent billing services on all assigned projects and improvement opportunities and liaise with other groups/departments to ensure effective delivery of expectations
• Ensure service to customers is provided in a timely and proactive manner with a focus on professional and specialised advice in relation to billing and process improvements
• Develop skills and knowledge of team members to build the capability of the business through effective coaching and performance management
• Lead and develop a team of 20 team members in a successful transformation of billing
• Continually assess and as necessary redefine operations processes to ensure the customer account team worked at maximum efficiency whilst maintaining and enhancing processes
• Strong people leadership skills to upskill people and build relationship to utilise people’s strengths and develop areas of opportunity
• Built, reviewed and maintained improvements to all processes, with a view to improving efficiency and effectiveness in alignment with Urban Utilities policies and customer ensuring a ‘Best Practice' approach

• Led team in implementing process improvements, enhancing operational efficiency and service delivery.
• Coordinated cross-functional collaboration to achieve project goals and streamline workflows.
• Mentored junior staff, fostering skill development and promoting a culture of continuous improvement.
• Analyzed performance data to identify areas for enhancement, driving strategic initiatives for better outcomes.
• Managed the coordination and reporting of KPIs, budget and target measures for team, including tracking performance against the agreed Service Level Agreement (SLA)
• Ensured there are reviews and internal controls across the team and at an individual level
• Represent Customer Account Management on all assigned projects and improvement opportunities and liaise with other groups/departments to ensure effective delivery of expectations
• Deciphered customer data to identify trends in demand and produce forecasts of future needs
• Produced written communication including reports, correspondence,and presentations
• Led the development, delivery, and implementation of a range of operational continuous improvement initiatives on time and to budget
• Represented billing services on all assigned projects and improvement opportunities and liaise with other groups/departments to ensure effective delivery of expectations
• Ensured service to customers is provided in a timely and proactive manner with a focus on professional and specialised advice in relation to billing and process improvements
• Developed skills and knowledge of team members to build the capability of the business
• Led and developed a team of 15 team members in a successful transformation of billing
• Continually assess and as necessary redefine operations processes to ensure the customer account team worked at maximum efficiency whilst maintaining and enhancing processes
• Strong people leadership skills to upskill people and build relationship to utilise people’s strengths and develop areas of opportunity
• Reviewed, built, and maintained improvements to all processes, with a view to improving efficiency and effectiveness in alignment with Urban Utilities policies and customer ensuring a ‘Best Practice' approach

• Analyzed operational processes to identify inefficiencies and recommend improvements.
• Developed and implemented workflows to enhance team productivity and streamline operations.
• Coordinated cross-departmental communication to facilitate project alignment and resource allocation.
• Mentored junior staff on best practices for operational excellence and process adherence.
• Managed and Lead Customer Support team (contact centre) (35 team members) managed customer enquiries, escalations and advised on Resolutions.
• Manage the performance of the customer service team, through effective one on one’s and performance reviews.
• Built solid working relationships with Landlords, Building Owners and Facility Manager for 23 Business Centresportfolio
• Contributed to managing contract leases, lease enquiries, for Business Centres, to discuss MOU’s and ensured clear lines of distinction were in place
• Ensured effective communication and collaboration with internal and external stakeholders
• Managed security requirements for each centre within Australia
• Effectively created and implemented a monthly Business Centre maintenance review to ensure any building issues were captured quickly and efficiently in real time
• Built, managed and maintained building issue registers to report and raise issues in a quick and consistent manner
• Created policies and procedures for Health and Safety measures to be met and maintained with Business Centres ensuring continuous improvement processes implementedHeld weekly meetings with internal and external stakeholders for managing work flows and escalating where required
• Strong experience in CRM (salesforce) and analytics with a proven track record of driving CRM strategy and implementing effective collaboration with owners, landlords and facilities managers
• Maintained all Inbound calls for Telstra Business Centres and Contact Centres through the customer support team- average of 200-250 calls per day
• Designed and built process of Business Compliance Review and Business Case Improvements to ensure compliance across all operational areas of Business Centres and Contact Centres, and assess effectiveness of tools, resources, policies, procedures, best practice, and continuous improvements
• Provided instruction and direction to business managers,general managers as well as Internal and External Stakeholders when onboarded to ensure compliance and policies and procedures were adhered to.
• Ensure sales support and business support improvement targets and initiatives were set and achieved
• Work professionally and effectively with Telstra in development and execution of Telstra initiatives which support and improve the performance of our sales channels. Wherever possible maximise our ability to leverage Telstra resources.
• Review and recommend improvements to all processes, with a view to improving efficiency and effectiveness in alignment with Telstra, ensuring a ‘Best Practice' approach
• Designed, maintained and performed Store Standard Reviews to ensure business standards include mitigation of risk and fraud in Business Centres
• Accountable for continuous analysis and improvements of internal data to identify anomalies and trends and advise the business on recommendations for action and implemented required changes
• Assisting with the professional development and delivery/execution of small business initiatives working closely with internal support teams and across all Vita sales channels to ensure we maximise the profit opportunity that the channel represents.
• Building strong relationships, both internally and externally, to ensure continuation of involvement within capability forums
• Liaise with Regional General Manager, Area General Manager and Area Sales Managers to ensure they have all tools and resources to manage their business effectively
• Attend regular meetings with key stakeholders to ensure business needs are met
• Continually assess and as necessary redefine operations processes to ensure the operations/support team works at maximum efficiency whilst maintaining and enhancing sales support services
• Directed development of operational guides for both support and sales teams to assist daily compliance and business functions

• Led support team in resolving customer inquiries and technical issues efficiently.
• Streamlined support processes to enhance service delivery and response times.
• Mentored team members on best practices for customer interaction and problem-solving.
• Manage the performance of the support and customer service team and provide regular reporting to the Sales Support Manager on the performance of the teamResponsible for the management and development of 35 direct reports, located over 3 states. This included regular travel and ongoing intensive support to ensure remote team members were kept engaged and job satisfaction was high
• Supported 23 Business Centres and 50 seat Contact Centre with high level customer support
• Ensure all support and customer service functions were always effectively delivered and improved upon and policies and procedures adhered to by all team members as set out in Vita Group Standard Operating Manuals
• Achieve strong support, customer service, call, and behavioural performance results against all key metrics personally and as a team leader
• Actively addressed any issues raised by customers and assessed process to ensure no repeat instances
• Reviewed, recommended and implemented improvement to all processes, with a view to ensure efficiency and effectiveness in alignment with Telstra strategies, ensuring a ‘Best Practice' approach
• Collaborated, communicated and worked effectively with all sales and support areas of Vita Group
• Ensured regular productive team meetings, training and coaching sessions were held across the team
• Performed monthly one on ones for coaching and development and conducted annual performance reviews
• Developed training materials to improve onboarding and skill development for new hires.
• Manage the performance of the support and customer service team and provide regular reporting to the Sales Support Manager on the performance of the team• Responsible for the management and development of 35 direct reports, located over 3 states. This included regular travel and ongoing intensive support to ensure remote team members were kept engaged and job satisfaction was high
• Supported 23 Business Centres and 50 seat Contact Centre with high level customer support
• Ensure all support and customer service functions were always effectively delivered and improved upon and policies and procedures adhered to by all team members as set out in Vita Group Standard Operating Manuals
• Achieve strong support, customer service, call, and behavioural performance results against all key metrics personally and as a team leader
• Actively addressed any issues raised by customers and assessed process to ensure no repeat instances
• Reviewed, recommended and implemented improvement to all processes, with a view to ensure efficiency and effectiveness in alignment with Telstra strategies, ensuring a ‘Best Practice' approach
• Collaborated, communicated and worked effectively with all sales and support areas of Vita Group
• Ensured regular productive team meetings, training and coaching sessions were held across the team
• Performed monthly one on ones for coaching and development and conducted annual performance reviews

• Led cross-functional teams to streamline operational processes and enhance productivity.
• Developed and implemented strategic initiatives, improving overall business efficiency by optimizing workflows.
• Analyzed performance metrics to identify areas for improvement, driving continuous operational enhancements.
• Oversaw budget management, aligning resources with company objectives to maximize operational effectiveness.
• Developed robust relationships with clients and creating advocates of the business centres
• Collaborated with senior leaders to develop and launch networking centre events.
• Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills
• Reviewed the company's strategic plans and developed departmental goals and standards to support that vision
• Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences

• Assisted in daily operational tasks to ensure smooth workflow and efficiency.
• Conducted analysis and proactive review of leasing portfolio renewals to ensure alignment with departmental goals.
• Directed services including project management, lease administration, and unplanned maintenance through stakeholder collaboration.
• Managed departmental Memorandum of Understanding (MOU) arrangements and maintained associated register.
• Reviewed and organized various accommodation documents, including lease agreements and quotations.
• Assisted with managing and maintaining accuracy within business systems to allow accurate reporting on service deliverables
• Actively engaged in identifying business improvements and efficiencies and provide input for implementing for all parties end to end
• Streamlined project execution by fostering open communication channels.

Manage the fleet cars within Department of Resources for servicing, availability and auditing of logbooks

• Provide high level of support to the department including management of diaries, multiple shared inboxes and allocating priorities out to team members as required

• Developed and maintained administrative processes to effectively assist team with workload and priorities

• Manage and maintain credit card payments, invoices, procurement purchases

• Monitor and coordinate performance outcomes of team members and coach accordingly

• Coordinate and undertake resource maintenance purchases within financial delegation

• Manage and maintain registers for the Department, ensuring data is concise for auditing purposes

• Maintain a high level of understanding of departmental activities, services and protocols and advise on emerging issues

• Work with other departments within Resources to ensure all requirements and service levels are met,: Accommodation Services, GEO mines, MAH. As well as external partners- building facilities for multiple sites

• Maintain emergency records to Director of department for emergency responses

• Lead and coach team to ensure high level of customer service is delivered to internal and external customers

• Built Professional Development Agreements (PDA’s) within team

• Responsible for 2 floats and banking daily for payments taken from customer in front of house

• Provide assistance to the Systems & Reporting team by participating in SAP UAT (User Acceptance Testing) prior to new SAP version releases to confirm correct operation of Cash Desk in the Fiori App.

• Manage incoming and outgoing of mail – some of a confidential matter

• Manage Telecommunications – generate reporting issues with phones and network to working with installation Contractors, providing advice to internal clients about anything phone related

• Business Centre Contingency Plan (Counters Only)

• Maintain stock levels, COVID PPE (including car kits) · Centre Profiles - Maintain centre documentation

• Liaison with SSO (Senior Site Officer) and DSSO (Deputy Senior Site Officer) regarding Emergency Planning

• • Prepare Specific Site Response Plan (SSRP) annually for SSOendorsement and Emergency Reporting Line Director (ERLD) approvalI’m

• Led team in delivering community projects, ensuring alignment with council objectives.
• Developed and implemented training programs to enhance team performance and service delivery.
• Coordinated cross-departmental efforts to streamline processes and improve operational efficiency.
• Monitored project timelines and budgets, ensuring adherence to organizational standards.
• Fostered positive relationships with stakeholders, enhancing collaboration on community initiatives.
• Manage the coordination and reporting of KPIs, budget and target measures for team, including tracking performance against the agreed Service Level Agreement (SLA)
• Managed rostering for team members to ensure optimise peak time calls were maintained
• Implemented a ‘next role readiness’ program for team members performance and growth to leadership
• Represented Contact Centre on all assigned projects and improvement opportunities and liaise with other groups/departments to ensure effective delivery of expectations and needs
• Expanded the Customer Relationship Management (CRM) platform to align processes to make better experience and advocates of customers experience as well as team members
• Deciphered customer data to identify trends in demand and produce forecasts of future needs
• Produced written communication including reports, correspondence, and presentations
• Lead the development, delivery, and implementation of a range of operational continuous improvement initiatives on time and to budget based off real time data
• Implemented an onboarding platform for introduction of new team members to build capability and streamline training
• Implemented strategies to enhance the capability of the team and team leaders including performance management practices