* Led deployment of business improvement activities from start to finish, impacting 15k staff and 6m customers.

* Responsible for detailed deployment planning and rollout, including working through specific issues raised by the business and for the successful deployment of the overall change.

* Analysed and reviewed new products and projects against regulatory criteria and continually presented ways to reduce risk, optimise potential for sales and service teams across multiple onshore and offshore contact centres.

* Planning, production and deployment of 40+ short on-demand system and process training videos for internal staff.

My experience as Deployment Specialist at Telstra

* Management of the Billy customer support team, including recruitment, coaching and developing capability of the team.

* Led in-person and remote training sessions on product and user interface, integrating Billy's in-home monitoring system into the daily practice of the care management operation.

* Operations management of supply chain process and capability, including stock management and order fulfilment.

* Worked on a digital transformation team providing direction for ECH's CRM and call centre software to improve staff and customer experience.

My experience as Customer Manager at ECH

* Managed a team of seventeen call centre staff who handled customer inquires covering sales, billing and activation for Telstra Internet and Mobile.

* Worked directly with Industry Partners (Teletech & Teleperformance) to effectively facilitate Team Leader and Team improvement, during the development stage of their contact centres in Manila, Philippines.

* Conceptualised and deployed a remediation program used by Teleperformance to effectively assist/coach consultants with system proficiency, product & process knowledge, call control and High Performance Sales Contact Model sales techniques.

* Support to Centre Manager, Team Leaders & Support Staff in the daily operating of the Telstra Elite call centre. My key responsibility during this time was to work directly with the Centre Manager and three Team Leaders who were new to Telstra.

My experience as Team Leader at Telstra

* Supported product direction through customer insights, user feedback and testing.

* Conceptualised and developed customer support, technical support and sales operations, systems and practices.

* Management of the customer support team, including recruitment, coaching and developing capability of the team.

* Developed and owned internal and customer facing training & support documentation, including conceptualisation and delivery of our help centre and knowledge management documents.

My experience as Customer Manager at Billy

* Developed and deployed process improvement to streamline the delivery of transcript and recordings to customers that led to delivery time reductions of 48hrs.

* Led the technical deployment of a single point 1300 phone number for VCAT.

* Provided technical advice, training and guidance to staff, managers and other key stakeholders in the use of the VCAT IT facilities and systems.

My experience as IT Communications Support at VCAT

Cert IV in Project Management

Deployment Specialist

ECH is one of Australia's largest not-for-profit providers of integrated retirement living accommodation and ageing care services that enable people to continue to live independently at home as they age.

Customer Manager

Call Center Team Leader

Customer Support Learning Specialist

Acquired in July 2020 by ECH, Billy helps older Australians live independently at home, by using sensor-driven insights to keep their families engaged and reassured.

Less formal than going to court, VCAT is a tribunal that hears and decides civil and administrative legal cases in Victoria.

Tom Pemberton

Work Experience

Certifications

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