TRACEY WITZMANN
Mawson Lakes,Australia
Summary
Results-driven professional with proven experience in support team management, adept at optimizing team performance and driving customer success. Strong focus on collaboration and achieving measurable outcomes. Reliable and adaptable, showcasing excellent communication and conflict resolution skills.
Overview
31
31
years of professional experience
Work History
Customer Service & Support Team Manager
Telstra
03.2018 - Current
- Managed Subject Matter Experts across TCoE & ISC
- Acting Centre Manager
- Key Representative for ISC advising Costings, Onboardings, Project, Product & EIM
- Key Lead in Transformation program of ISC Accenture to Telstra India
- Transition Lead for ISC Customer SMEs shift function to SDM Support
- Led continuous improvement & governance across ISC and into stakeholder groups such as EIM, Resolvers, Provisioning, customers & partners
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Improved customer satisfaction by implementing efficient support processes and enhancing team communication though daily Standups & weekly Brainstorm sessions.
- Managed scheduling, workload distribution, and resource allocation to ensure optimal productivity and timely issue resolution.
- Recruited, interviewed and hired employees
- Collaborated with cross-functional teams to address systemic issues impacting customer experience, resulting in improved service quality and reduced support requirements.
- Boosted team morale by fostering a positive work environment and providing regular feedback on performance.
- Conducted root cause analysis on recurring issues, implementing corrective actions that ultimately enhanced customer satisfaction.
Customer Service Delivery Team Leader
Telstra
07.2008 - 03.2018
- Team Led GES Online, TIPT, Winback, Mobiles, Billing & ISC Teams
- Acting Centre Manager experience
- Centre Lead for IT/Systems, 15/10 (Fitter & Faster) Improvement Initiatives
- Fostered a positive work environment by recognizing individual achievements and promoting team cohesion, leading to increased employee satisfaction and reduced turnover rates.
- Organized training sessions to keep team members updated on emerging trends within the industry as well as new tools or technologies relevant to their roles.
- Management Overseer in the centre Social Club
- ISC Transition – Key Contributor in the move of all Incidents & Requests management transition
- Mobiles Returns Portal opening times extension - resulting in increased customer & stakeholder satisfaction & consultant productivity benefiting company wide
- PC Lease upgrades & Windows 7 Rollout - Designed and wrote process documentation, planned, facilitated & implemented changeover of all centre PCs & Laptops
- Key contributor to Program of Work, Centre Initiatives & improvements
- Constant monitoring of key deliverables to ensure consistency
- Addressed performance through coaching, development and support to increase productivity
- Developed effective relationships with stakeholders/departments through clear communication and engagement
- Formulated and enforced Company/Centre policies, procedures and quality assurance measures
- Collaborated and assisted with the ongoing development of the call centre's operations, quality and training processes
- Supported and implemented all company initiatives to deliver growth in results and customer advocacy
- Embraced Service Recovery and continually provided consultant coaching to improve the customer experience daily
- Developed success plans for all staff to grow their abilities in their current roles and realise their future career paths
- Delivered benchmark NPS results of +85 and consistently exceeding Resolution target of 96%
- Managed customer & stakeholder escalations and complaints to resolution
- Co-ordinated Fraud investigations to determine appropriate course of action and process change implications
Acting Subject Matter Expert & Dealer Care Consultant
Telstra
05.1994 - 07.2008
- Telstra Business Systems Acting Subject Matter Expert
- Acting Team Leader
- Mentored junior team members, contributing to their professional growth and development.
- Process writer and Trainer
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- System robot processor
- Complex Billing investigations
- Dealer Care consultant
- Social Club Representative
- Corporate Affairs experience
- Telstra Friends event coordinator & participant
- IP Provider Service Consultant
- TB&G Online consultant
- Credit Management consultant managing credit portfolios, insolvencies & engagement with debt collection agencies
- Telstra Business
Education
Leading With Operational Excellence
Telstra Operational Excellence
Certficate IV - Frontline Management
CSIA
01-2011
High School Graduate -
Mitcham Girls High School
Adelaide, SA12-1989
Skills
- Customer Service Driven
- Development & growth focused
- Centre Manager Experience
- Assurance, Provisioning, Online, Credit Management, Billing, Dealer & IT expertise
- Stakeholder initiator & collaborator
- Coach and mentor
- Strong analytical skills
- Workflow optimization
- Operational efficiency optimization
- Strategic thinker
- Continuous improvement mindset
- Data analysis capabilities
- Conflict resolution techniques
- Incident management expertise
- Cross-functional team leadership
Languages
English
Native or Bilingual
Timeline
Customer Service & Support Team Manager
Telstra
03.2018 - Current
Customer Service Delivery Team Leader
Telstra
07.2008 - 03.2018
Acting Subject Matter Expert & Dealer Care Consultant
Telstra
05.1994 - 07.2008
Leading With Operational Excellence
Telstra Operational Excellence
Certficate IV - Frontline Management
CSIA
High School Graduate -
Mitcham Girls High School
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