Vanessa Preljevic
Operations Manager - Customer Service - Enterprise
Summary
Dynamic leader with a proven track record at Symbio, enhancing operational efficiency and customer satisfaction through expert problem-solving and team leadership. Spearheaded significant process improvements and seamless customer onboarding, achieving high CES scores and fostering robust client relationships. Skilled in data analysis and staff training, driving operational excellence and team development.
Overview
12
12
years of professional experience
Work History
Operations Manager
Symbio
08.2021 - Current
- Working in the UCaaS (Unified Communications as a Service) Enterprise space, enabling voice capabilities for platforms such as Webex and Microsoft Teams.
- Leading the Technical Support, Provisioning, and Enquiries teams within the Enterprise division, while also assisting in leading the porting team within the wholesale division.
- Leading teams across different geographies.
- Spearheaded customer relationship management and advocacy, leading teams to achieve high CES scores.
- Managed customer escalations effectively, ensuring timely resolution and enhanced customer satisfaction.
- Directed end-to-end customer onboarding processes, seamlessly integrating new clients into the company's ecosystem.
- Collaborated with the CEO of Enterprise Division to design and implement organizational structure changes, driving operational improvements.
- Successfully motivated and engaged staff through significant organizational changes, maintaining minimal turnover and high team morale.
- Identified and optimized workflows, achieving measurable operational efficiencies that saved hours monthly.
- Designed and delivered training programs to support team adoption of process improvements, ensuring consistent implementation.
- Coached and mentored team members, fostering professional growth and promoting internal advancement opportunities.
- Expertly handled conflict resolution and performance management, maintaining a positive and productive team environment.
- Prioritized team health and wellbeing, successfully managing transitions to remote work during COVID-19 with no disruption to service quality.
- Conducted in-depth data analysis to identify root causes and implement strategic process enhancements.
- Demonstrated commercial acumen by collaborating with Sales and Commercial teams to model sales constructs within operational platforms.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Business Process Analyst
Symbio
01.2015 - 08.2021
- Designed and optimized processes to improve operational efficiency, enhance customer touchpoints, and streamline interactions.
- Applied expertise in business process modelling to create detailed process maps, collaboratively planning and implementing improvement strategies.
- Developed comprehensive training materials and user manuals for internal teams and customers, ensuring effective knowledge transfer.
- Facilitated cross-functional collaboration, ensuring seamless sharing of information critical to customer billing and rating accuracy, resulting in enhanced customer satisfaction.
- Led requirements gathering and User Acceptance Testing (UAT) for customer-facing portals, leveraging deep customer interaction insights to shape user-centric solutions.
- Managed complex data migrations with proficiency in data analysis and ETL (extract, transform, load) processes, ensuring accuracy and integrity of migrated data.
- Demonstrated strong commercial acumen by partnering with Sales and Commercial teams to model sales constructs within operational platforms, driving business growth.
- Delivered project management excellence, including sourcing and implementing a new platform for the Finance department.
- Championed the adoption of new processes and ways of working, recognized as a trusted coach and trainer to ensure seamless deployment and team alignment.
- Oversaw customer onboarding processes, enabling successful integration into the company's ecosystem to drive value and customer satisfaction.
- Assessed business processes and identified ways to boost improvement.
- Collaborated with cross-functional teams to develop optimized business processes, resulting in improved collaboration and communication.
- Performed root-cause analysis on recurring issues within existing processes, identifying solutions that addressed underlying causes effectively.
Business Accounts Representative
Symbio
05.2013 - 12.2014
- Provided exceptional customer support via phone and email, maintaining a customer-focused approach to deliver optimal outcomes while understanding the challenges faced by support agents.
- Adapted quickly to evolving company processes and policies, demonstrating flexibility and commitment to aligning with customer needs and business objectives.
- Assumed leadership responsibilities through proactive initiative, mentoring colleagues and driving improvements in workflows and team performance.
- Played a key role in advising and executing a billing migration project, ensuring minimal disruption to customers and achieving a seamless transition.
- Developed strong relationships with clients, resulting in increased customer retention and repeat business.
- Provided ongoing support to clients by resolving issues and answering queries, maintaining high levels of customer satisfaction.
- Streamlined account management processes, enhancing efficiency and productivity within the team.
Education
Post-Graduate Certificate - Project Management - IT
04.2001 -
BA Communications - Digital Communications And Multimedia
04.2001 -
Skills
Problem-solving
Customer service
Performance monitoring
Process improvement
Team leadership
Decision-making
Client relationships
Staff training
Project management abilities
Process flows
Data analysis
Employee relations and conflict resolution
Timeline
Operations Manager - Symbio
08.2021 - Current
Business Process Analyst - Symbio
01.2015 - 08.2021
Business Accounts Representative - Symbio
05.2013 - 12.2014
RMIT University - Post-Graduate Certificate, Project Management - IT
04.2001 -
University of Newcastle - BA Communications, Digital Communications And Multimedia
04.2001 -
linkedin.com/in/vanessa-preljevic-0813b821b
LinkedIn Profile