Ushi Mothiram

• Apply subject expertise in the evaluation of current business operations and processes

• Apply subject expertise in the evaluation of documented business requirements and user stories

• Provide subject expertise and guidance to developers and process designers during the Blueprint, Build and Test phases so that the solution delivered meets the needs of our business

• Use your relationships and networks to verify and validate feedback and inputs to support solution design and build

• Participate in the development, testing, and implementation of the solution (both process and technology solutions)

• Provide input into the development of user acceptance test plans and scripts

• Provide input into the development of change impact assessments and the change plan

• Verify technical reference information, including user guides and training manuals to support go live activities

• Support change management activities and cutover/go live

• Active and engaged member of the PXP Program team and contribute to the implementation of Sydney Water’s vision and strategy, and the delivery of business value to Sydney Water and its stakeholders

• Work with business SMEs and third party vendor team as one Sydney Water team to deliver together

• Provide expert input on people operations so our future solution delivers on our program objectives

• Champion change and enable our people to deal with major change in their work area and across the business they support

• Lead a customer-centric contact centre team providing high-quality advice, information and assistance to Business Connect clients across a variety of channels
• Drive the accurate, timely and effective management of a range of multi-functional enquiries through to resolution, to meet service standards
• Establish and maintain clear pathways for enquiries from the Contact Centre to operations and specialist teams, to ensure that enquiries reach the correct team/ individual quickly and effectively
• Channel Shift Project Management – leading advisory services channel shift to automate and reduce workload across the teams
• Project data in spreadsheet to be categorised by subject to determine any patterns that emerge from received emails
• Determine best practices for team and manage changes required
• Forecast Contact Centre workload based on client demand and allocate team resources appropriately to handle variable volumes (including peak periods) of inbound enquiries
• Provide training and coaching to ensure the team is well-equipped to confidently respond to a wide range of multi-functional enquiries
• Measure and monitor the performance of the team across all service standards and targets, and drive service improvement initiatives
• Identify client information requirements and implement effective communication and programs to keep Business Connect clients informed of changes in procedures and how best to access Business Connect services
• Manage all tier 1 (self-service) and tier 2 (advisory services) knowledge updates to staff
• Manage all quality assurance of Contact Centres functions
• Manage manpower recourse strategies to align with business strategies and initiatives
• Business Partnership and service management relationships: report on service performance, identify and implement service improvement strategies
• Lead and influence service design and product expansion
• Responsible for defining contact centre reporting and insights
• Service Management Tools (SMT) - monitor the usage of the tools by the advisors to ensure proper recording and tracking of enquiries
• Knowledge Management Tools - monitor the usage of Advisors and clients to identify content and tool improvement opportunities
• All Sydney Water managers and staff: as the clients of the Shared Services Centre
• Direct Manager: Collaborate on the effective management of tier 1 and tier 2 to ensure a high-quality customer experience and the meeting of service standards
• Knowledge, systems and other service enablement roles in Business Connect: Support strategies on continuously improving the experience of clients at self-service and in the Shared Services Centre
• Service management relationships: report on service performance, identify and implement service improvement strategies
• Lead and influence service design and product expansion
• Service Technology: partner with Digital to ensure best use and best practise for systems such as IVR,SMT and JIRA
• Provide prompt response to a range of multifunctional enquiries including management reports, facilities and tenancy services
• Provide prompt response to enquiries across all aspects of HR to line managers and employees including the full suite of HR policies, procedures, payroll, recruitment, employee relations, injury management and rehabilitation, learning and development and systems.
• Ensured legal compliance across all HR functions by staying updated on relevant laws, regulations, and best practices applicable to the organization''s operations.
• Thorough understanding of Enterprise Agreement, HR policies and procedures for improved organizational efficiency.
• Contributed to overall HR team goals by participating in cross-functional projects and providing support on various HR initiatives in order to increase first contact resolution.

• Provide prompt response to enquiries across all aspects of HR to line managers and employees including the full suite of HR policies, procedures, payroll, recruitment, employee relations, injury management and rehabilitation, learning and development and systems
• Provide the first point of contact and manage enquiries through to completion
• Provide prompt response to a range of multifunctional enquiries including management reports, facilities and tenancy services
• Provide front line support for Sydney Water Incident Recording and Learnings (SWIRL) system, ensuring record details are complete and accurately maintained throughout the lifecycle of an incident
• This includes contacting incidents owners to obtain updates relating to the incident and ensuring they are progressing incidents in accordance with agreed SLAs
• Respond to requests for SWIRL reports and prepare quarterly reports
• Escalate enquires as required and ensure that the client is kept informed and monitor progress until the enquiry is closed
• Assist and support line managers in day to day HR activities
• Follow appropriate processes and procedures with a high attention to detail and accuracy
• Adapt to diverse communication channels such as telephone, online chat, face time and/or email in responding to enquiries
• Contribute to the development, implementation and monitoring of Business Connect policies & procedures to provide effective, consistent & timely delivery of Business Connect client services
• Contribute to the continual improvement of customer experience during the enquiry process.
• Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
• Thorough knowledge of Enterprise Agreement, policies and procedures
• Documented problems and corrective actions to maintain records.

• Ranked in the Top 5 from over 400 consultants in IAG across Australia
• Multiple Exceed calls in 2012-2013
• Team Leader for team of 15 people for a six month secondment on multiple occasions
• Assisting team members through side by side coaching
• Auditing quality of calls
• Monitoring team results
• Directly reporting to management
• Coach and develop team through people processes i.e
• Recruitment, Reward and Recognition, 1on1’s, development reviews, coaching, forums and meetings
• Team engagement – driving team engagement and results
• Build effective relationships – both internal and external
• Adding value i.e
• Collaborative meetings, reporting, workshops, and key projects
• Understand stakeholder needs and priorities – proactively actioning
• Proactive in identifying improvements and providing solutions
• Drive continuous improvement
• Recognising and applying service delivery initiatives including reporting boards and team development sessions
• Ensuring appropriate staffing levels based on skills, home/motor/fast track claims
• Understanding and interpreting KPI data and statistical information and applying that knowledge to service improvements for customers
• Sense of urgency – resolutions escalations and issues within a timely manner
• Ensure team delivers on SLA’s, KPI’s and other tasks
• Star of the Month for February, April and September 2012
• Nominated for Consultant of the Quarter - 2011
• Ownership of results - Focus on exceeding KPI’s
• Deliver presentations during team meetings and encouraging team cohesion through open learning
• Consistently achieving and exceeding all targets in customer service, KPI results and team interaction
• Interacting with repairers and stakeholders in a professional manner to ensure positive relationships
• Develop and maintain relationships both with customers and team members
• Understanding and advising customers on policy coverage and relevant information
• Understand and uncover customer needs to create a positive and informative interaction
• Excellent communication skills and effective management of inbound calls
• Report and monitor on non-compliance with policy and procedures
• Establish a culture of high achievement, business partnering, and personal development.

• Coach and develop team through people processes i.e
• Recruitment, Reward and Recognition, 1on1’s, development reviews, coaching, forums and meetings
• Exceeding store KPI’s, personal sales targets and store budgets
• Managing a team of over ten people
• Reporting directly to senior management
• Maintaining sales targets and kpi’s on both a staff and store level
• Responsible for rostering and scheduling of staff
• Providing customer service training and assisting with store KPI’s in the flagship store
• Providing staff training and mentoring to ensure positive customer service interactions
• Responsible for recruitment, training and ensuring a positive and motivating environment for staff
• Qualified Fitter
• Responsible for all accounts reconciliation
• Responsible for inventory, monthly and performance reports
• Maintaining customer service excellence
• Responsible for merchandising and inventory maintenance
• Team engagement – driving team engagement and results
• Build effective relationships – both internal and external
• Adding value i.e
• Collaborative meetings, reporting, workshops, and key projects
• Understand stakeholder needs and priorities – proactively actioning
• Proactive in identifying risks and providing solutions
• Drive continuous improvement
• Look outside business and leverage diversity for ideas and solutions
• Ensure team delivers on SLA’s, KPI’s and other accountabilities
• Own relationship with key stakeholders including supplier.