Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Timeline
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Paul Harben

Paul Harben

Sydney,NSW

Summary

SALES OPERATIONS SUPPORT SPECIALIST Experienced Telco Sales Operations Support Specialist with a proven track record of optimizing sales processes and enhancing team performance. Skilled in data analysis, CRM management, and streamlining operations. Recognized for increasing sales efficiency and exceeding targets. Detail-oriented, collaborative, and results-driven professional. Forward-thinking Operations Specialist bringing 20 years of expertise in Customer Support for Telecommunications sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Microsoft ,Apple and Android.

Overview

20
20
years of professional experience

Work History

Sales Operations Support Specialist - Business

Optus
01.2016 - 06.2024
  • Compliance checks and commission setting for complex fixed services in mid-market and SBM segments
  • Extensive use of Salesforce for setting into provisioning systems
  • Supporting all Sales channels internal and external to Optus with their Salesforce contracts and attachments. 15. orders average per day for complex fixed line.
  • Reviewed and adjust sales commissions as required.
  • Full provisioning of 1300 & 1800 numbers, average 50 month activated
  • Regular collaboration referral to our Commercial credit team as needed
  • Enhanced team productivity by streamlining processes and implementing time-saving strategies.

Customer Support Specialist

Optus
10.2012 - 12.2016
  • Administrative sales support for customer mobile orders
  • Strong & effective communication with dedicated stakeholders within Optus
  • Logistical report monitoring for handset/device back ordering
  • Optus OfficeApps database updates & corrections, including email monitoring & help desk
  • Porting & cancellation designation of orders based on sales reports& referrals
  • Process improvement for speedy tracking recovery of mobile devices back to Optus within set SLA
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Maintained and managed customer files and databases.
  • Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.

Operations Provisioning Executive - Business

Optus
07.2008 - 10.2012
  • Provisioning of business fixed line services onto Optus Network, including products like Naked DSL & VOIP Express
  • Assisted in creating dedicated team to work on business processes and updating intranet Wiki
  • Connecting Optus customers onto fixed line network within set SLA, exceeding set SLA time frames each performance period. Approximately 40 per day.

Broadband Customer Service - Call Centre

Optus
07.2004 - 02.2007
  • ADSL2 Technical support, billing and modem internet setup.
  • Answering about 50 inbound calls per shift.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Enhanced customer satisfaction by efficiently handling high call volumes and resolving issues promptly.
  • Reduced average call handling time through active listening, empathy, and effective problem-solving skills.
  • Developed strong rapport with customers by attentively addressing their needs and fostering positive service experience.

Education

Information Studies - Information Management

Charles Sturt University
Online
12.2009

Leading The Team Certificate Course -

Australian Institute of Management
North Sydney
12.1998

BA - Applied Communication Studies - Communication Studies

University of Western Sydney
Sydney, NSW
12.1988

Skills

  • Communication
  • Interpersonal communication
  • PC & Apple experience
  • Problem Solving
  • Team player
  • Creativity
  • Customer service
  • Critical thinking
  • Proficient admin
  • Process Improvement
  • Advanced Communication
  • Management collaboration

Personal Information

Title: Sales Operations Support Specialist

Timeline

Sales Operations Support Specialist - Business

Optus
01.2016 - 06.2024

Customer Support Specialist

Optus
10.2012 - 12.2016

Operations Provisioning Executive - Business

Optus
07.2008 - 10.2012

Broadband Customer Service - Call Centre

Optus
07.2004 - 02.2007

Information Studies - Information Management

Charles Sturt University

Leading The Team Certificate Course -

Australian Institute of Management

BA - Applied Communication Studies - Communication Studies

University of Western Sydney

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Paul Harben