Niva Surbevski
Taylors Lakes,Australia
Summary
Operations Manager with experience in leading high-performing teams and optimizing complex business processes. Expertise in strategic planning, regulatory compliance, and process automation. Adept at driving operational efficiency, enhancing organizational performance, and delivering consistent results in dynamic and fast-paced environments.
Overview
8
8
years of professional experience
Work History
Service Recovery Senior Lead
Belong
2022.07 - Current
- Managed operational efficiencies across multiple domains, including Order to Activate, BOH remediation, Complaints, Enhanced Care, Payment Assistance, Operational Quality and Compliance, and Automation Processes.
- Held accountable for service activation and resolution of issues during the order process, ensuring seamless customer experiences.
- Led a team of complaint case managers and enhanced care officers, delivering exceptional customer service to vulnerable customers.
- Conducted comprehensive audits within customer operations, managed risk and compliance obligations, and ensured effective control monitoring.
- Automated business processes to enhance efficiency and customer satisfaction.
- Promoted operational consistency by standardizing best practice processes, tools, and methodologies across the Service Recovery teams.
- Optimized workflows, reducing waste work by 5%, and enhancing customer experience for nbn activations.
- Achieved a 60% reduction in level 0 complaints related to NBN order activations.
- Decreased escalated complaints to the TIO from 8% to 2%.
- Established a comprehensive compliance audit framework across all operational functions.
- Formed and managed a team of 22 Payment Assistance specialists to handle financial hardship inquiries in compliance with regulatory requirements.
Order to Activate Lead
Belong
2019.06 - 2022.07
- Managed daily operations and led activation processes for NBN services, ensuring timely and accurate service delivery.
- Oversaw the delivery of order to activation volumes, driving process efficiency.
- Identified and executed continuous improvement initiatives in partnership with the process improvement team to reduce O2A lead times.
- Enhanced O2A processes to minimize pre-activation calls to FOH and customer complaints.
- Conducted internal compliance checks to ensure adherence to operational standards.
- Streamlined operations, achieving a 35% reduction in labor costs.
- Improved activation lead times from 11 days to 4 days.
- Implemented Activation RPA, eliminating 95% of manual order reprocessing.
- Reduced order withdrawal rates from 9.75% to 2.95%.
- Revamped Order-to-Activate remediation process and eliminated +800 man-hours per month by removing duplicate works in manual work allocation
- Analysed historical order placement data and made changes to the team's working schedule to accommodate approximately 250 additional customers' support requests on a daily basis.
Escalated Customer Care Lead
Belong
2018.03 - 2022.06
- Led a team of Complaints Case Managers within a highly regulated environment, ensuring effective resolution of complex customer issues.
- Provided expert advice and oversight for complaint management across all customer experience processes.
- Conducted root cause and trend analysis to reduce complaints and enhance the customer journey.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Implemented performance improvement strategies, promoting continuous enhancements.
- Identified and resolved issues, providing effective solutions to complex problems.
- Increased customer satisfaction by eliminating downtime and optimizing complaint resolution processes.
Service Recovery Team Manager
Belong
2016.06 - 2018.03
- Validated complaint team findings on root causes and collaborated with Belong and its partners to reduce complaint volumes.
- Identified and executed continuous improvement initiatives to enhance service recovery processes.
- Ensured alignment of service recovery policies and processes with legal and regulatory guidelines.
- Achieved 100% SLA and compliance adherence through motivational and analytical strategies.
- Reduced headcount from 45 to 20 while maintaining productivity at 100% efficiency.
- Set aggressive targets to drive company success and enhance employee motivation.
- Promoted exceptional customer service, fostering a positive work environment.
Education
Associate Diploma - Business Legal Practice
Kangan Institute
01.1999
Skills
- Strategic Leadership & Vision
- Strategic Planning & Execution
- Regulatory & Compliance Management
- Process Automation & Optimisation
- Continuous Improvement Methodologies
- Quality Assurance and Risk Management
- Stakeholder Engagement & Collaboration
- Leadership
- Innovation
- Decision Making
- Customer Centric mindset
- Detail-Oriented
References
Available upon request
Timeline
Service Recovery Senior Lead
Belong
2022.07 - Current
Order to Activate Lead
Belong
2019.06 - 2022.07
Escalated Customer Care Lead
Belong
2018.03 - 2022.06
Service Recovery Team Manager
Belong
2016.06 - 2018.03
Associate Diploma - Business Legal Practice
Kangan Institute
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