TIANA MILLER

Overseeing critical service orders, including reconnection, disconnection, and special reads. This involves initiating and finalising service orders using SAP and TCE systems.

Coordinating B2B phone line dedicated to addressing inquiries from retailers, ensuring professional and effective resolution.

Collaborating with contractors (SkillTech) to guarantee the performance of service orders to high standards.

Managing both incoming and outgoing requests through the B2B inbox.

Conducting thorough investigations into and successfully resolving service order attendance discrepancies.

Skilfully managing escalated cases of disconnections, specifically those related to pole-top disconnections and reconnection, while effectively collaborating with technicians to ensure the successful execution of tasks

Demonstrating proficiency in advanced Excel and Microsoft Lists

Advanced competencies in SAP, C4C, TCE/EASE platforms.

Competent in Geocortex and MetroMap tools.

Effectively utilised features of Microsoft Outlook.

Outside of regular work coordinator responsibilities, I was involved in a significant role in flood crisis management. I ensured the safe and efficient reconnection of impacted customers, collaborating closely with multiple in-house departments to ensure a seamless process. I dedicated substantial overtime to guarantee the timely completion of workloads during this critical period.

Collaborated closely with external agencies and travel agents to ensure seamless communication and coordination.

Arranged the creation, modification, and cancellation of reservations facilitated by travel agents and third-party agencies.

Generated quotes to equip agents with pricing information for Discovery Parks accommodations.

Provided exceptional customer service skills while engaging with third-party agencies, fostering positive interactions.

Successfully coordinated group reservations, managing both domestic and international bookings.

Cultivated new relationships with third-party agencies while nurturing existing partnerships.

Thrived under pressure, efficiently handling high volumes of calls and emails

Ensured timely, accurate, and high-quality responses to reservations, complaints, enquiries, and issues.

Managed complaints and concerns from agents, guests, and properties with a professional approach.

Demonstrated adherence to company terms and regulations, even in challenging situations.

Proficiently utilised RMS, Sihot, and Siteminder systems, demonstrating advanced comprehension and experience.

Went above and beyond job responsibilities by providing assistance to guests during the 2019 bushfires and the 2020 COVID-19 pandemic, including refunds, credits, and information related to their reservations.

Demonstrated a strong commitment to customer-centric service excellence.

Tailored guest experiences based on the nature of their visit, whether for business or leisure purposes.

Resolved disputes by addressing and handling guest complaints with professionalism and effective communication

Collaborated seamlessly with various hotel departments to promptly fulfill customer requests at the highest level of quality.

Skillfully addressed and resolved customer complaints, guaranteeing a positive departure experience for all guests.

Displayed great attention to detail in ensuring accurate bookings, final charges, payments, and special requests.

Adhered to presentation standards consistent with a 5-star hotel environment.

Effectively managed time to ensure efficient guest check-ins and check-outs, prompt response to emails and calls, and timely delivery of guest requests.

Served as the welcoming and final point of contact for all guests, consistently providing a positive and helpful impression.

Engaged in effective communication with booking agents to facilitate seamless reservation processes.

Demonstrated respect for guest privacy and displayed utmost discretion in handling sensitive information.

Possessed an in-depth proficiency in Excel and Sihot systems.