Ren Casonato

• Coordinating outside of warranty installation compliance, for residential energy products
• Communicating site remedies in line with Australian consumer law, service installation guidelines, contractual obligations and relevant service level agreements
• Developing technical work order instructions to subcontractors for return to site remedy upon advise of engineering and technical teams
• Formulated national customer complaints escalation pathway and flow chart in line with Australian Consumer Law and approval from Tesla Legal, Senior Management
• Case management of outside of warranty legal-action customer complaints. Including formation of chronologies and escalation of key legal issues to senior management for high level case review and business resolution.
• Assessing and responding to consumer affairs disputes, namely VCAT and NCAT applications
• Establishing and maintaining interstate partnerships with subcontractors for efficient national site rectifications

• Service Coordination & Scheduling, APAC – (Southern and Northern Regions)
• Managing high level operational planning of field resources for APAC Field Service schedules
• Managing Southern APAC Commercial and Residential case ticketing by planning for and allocating field service technicians to Tesla sites, per business needs.
• Managing Northern APAC Commercial and Residential Case management, with Northern APAC Territory Service Manager (for South Korea, Japan and Taiwan)
• Basic level technical fault finding for complex field revisits, with Technical support team and Engineering
• Accounts Payable: Supporting the Service department with processing of invoices and purchase orders
• Supporting Account Managers in resolution of vendor complaints or issues
• Quotes & invoices
• Raising purchase orders into Telsa’s internal purchase order system
• Generating manual purchase orders for Tesla internal Customers
• Processing vendors in CRM

Operational Trainer:

• Ad Hoc - Service Operations Trainer: Developing and delivering technical onboarding training programs for new starters in AUS, NZ and Japan
• Developing and facilitating a technical operational training program for new starters in integral business unit roles such as, RMA Coordinator, Intern, Field Service Technician and the Service Scheduling Coordinator (SSC) (i.e
• Supporting the face to face onboarding of the 2nd SSC in JAPAN)
• Creating and delivering pragmatic training programs with a key focus on efficient and targeted foundational growth in operational learnings, of new starter, for their 30, 60, 90 days in the business
• Delivering a five-day, face-to-face, Service operations training program in Japan in September 2022.,
• Event activation coordination - (May 2017).

Customer Insights Analytics:

• Primary person leading customer insights for AUS/ NZ
• Conducting year to end review of customer insights feedback
• Analyzing data and presenting findings and recommendations to various stakeholders including APAC Energy director, APAC Head of Marketing and Sales and Channel Partnership Manager
• Mitigating and resolving customer complaints
• Formulating key business communications to enhance ongoing field service visits

• Managing the warranty replacements of Tesla Commercial and Residential products, in line with existing Product Warranty and Service Warranty contractual obligations.
• Managing outside of Warranty returns, repairs and associated customer invoicing.
• Subcontracting Warranty replacements according to contractual service agreements
• Managing internal field resources for residential deployment planning,

• Key Achievements:
• Continually, improving workflow efficiencies to maximise utilization of internal staff, increase revenue raising and reduce outgoing expenditure.

• Educating prospects and customers on Tesla’s motor vehicles and energy products
• Converting high volume customers to drive bookings
• Conducting test drives and educational drives with Customers
• Supporting the sales team to help manage and convert warm leads
• Mentoring new staff
• Key Achievements:
• 2018 Ranked on average a top 5 Asia Pacific performer in Sales KPI’S.

• Primarily responsible for coordinating back of house operational and administrative tasks for Melbourne's Flagship Boutique, including:
• Rostering in alignment with monthly budget
• Staff rostering support across Victorian network
• Daily and weekly team deployment planning and adjustment
• Annual leave management
• Payroll – (Planning and approval)
• Pay discrepancy resolution, in conjunction with global payroll team in Philippines
• Relationship management of key stakeholders I.e., Cleaners, building maintenance managers and contractors
• Facilities management in conjunction with Boutique Operations team in North Sydney
• Finance reconciliation (cab charges, approval and verification of safe change order)
• IT tickets and troubleshooting in conjunction with IT team in North Sydney
• Office/back of house supply ordering, team uniform ordering
• Managing administration of team meetings, manager meetings, HR matters
• I.e. Employment Contracts in alignment with pay, meeting agendas and minutes. Confidential & non-confidential HR matters on behalf of HR
• Key Achievement:
• Created and successfully implemented applications for leave policy and procedure

• Developing weekly unit program content and delivering weekly recorded audio, and face to face lecture content to third year university students
• Reporting directly to the unit chair to ensure consistent delivery of weekly streamlined unit content.

• Educating the Nespresso brand, Nespresso products and services to club members and prospects in a highly professional and exemplary manner
• Professional training and development based on the Nestle leadership framework
• Working autonomously where necessary and collaboratively with the team to achieve monthly budget as per directive of management team
• Key Achievement:
• Coffee Launch Facilitator - Nov 2015: Responsible for running the boutique coffee training/event for the launch of the new limited-edition coffees
• Planned, organized, and executed the coffee training and coffee launch event in conjunction with management.

• Setting up and executing Deakin University expo booths in metro Melbourne and regional Victoria, (including driving company vehicles to and from expos)
• Reporting directing to events manager
• Preparing and executing presentations on behalf of the Faculty of Business and Law and the Faculty of Arts and Education to various Victorian VCE high schools
• Engaging prospective students and parents in enrolling at Deakin University
• Reporting to faculty Marketing Managers and Administration Officers to ensure presentations are set up as required and executed accordingly
• Various administration office work, (Corporate Events team & Undergraduate Recruitment team), database entry and updating, filing, organising of marketing collateral.