Download - Peter Jones Resume October 2015
Peter Jones
Mobile: 0418 577 588 - Email: [email protected]
Career Summary
20 years experience in Service Delivery across diverse business units within Telstra. I enjoy being continually challenged and offer hands on/lead by example approach that encourages and allows team members to be part of the solution. I thrive on offering superior customer service whilst delivering value to the customers business and customer relationship. Demonstrated strong management, communication and teambuilding skills have set me apart from my peers and would compliment any employer looking for a solid and positive leader within an industry that demands a customer focused service delivery professional.
Employment History
Telstra Corporation TE&G
Start Date: April 2011 End Date: September 2015
Position/Title: - Service Delivery Manager
Role Summary:
The Service Delivery Manager role is crucial to building a successful Business-to-Business relationship with a customer. The Service Delivery Manager develops individual relationships across the operational, tactical and strategic levels of the customers’ organisations and has access to a range of support staff and key stakeholders in Telstra to ensure Telstra delivers on its commitments to its customers and provides superior customer service that reflects Telstra’s reputation as a world class organisation. As the Service Delivery Manager I was the single point of accountability for service, the customer relied on me to be their advocate within Telstra. As a Service Delivery Manager I “Owned” all facets of the Service Relationship reactive and managing after-hour escalations to pro-active in developing strategies to assist the customer in their operational requirements. Although the fundamentals of this role are the same as in my previous role as a Service Management Lead the Service Delivery Manager role specifically focused on the more strategic elements of the service relationship to promote and sell of Telstra’s service offerings.
Responsibilities:
Facilitate and lead stakeholders in the delivery of solutions and services
Plan and lead complex negotiations with the customer which result in appropriate and often long term agreements and commitments
Foster open communications between all stakeholders, establish relationships and clear understanding of accountabilities
Own and drive programs/projects aligned to customer delivery expectations and customer business strategies
Be an effective point of escalation for customers and stakeholders, as required, to manage and resolve service delivery issues, and support the sales process
Development of partnerships between customers, vendors and sub-contractor organisation to address business opportunities for Telstra
Develop and maintain a portfolio plan relevant to the customer
Review the ongoing service delivery activities
Drive appropriate initiatives and improvement plans to achieve increased customer satisfaction
Monitor the development of project & business strategies for review by customer and implementation of solutions
Build effective customer relationships to influence customer service and drive customer satisfaction
Provide a single point of accountability for all service management
Conduct monthly Service Reviews and Health Checks that grade current performance and uncover new areas of focus
Work on-site at customer premises to lead collaborative work practices
Provide written and aural presentations to both internal and external stakeholders
Develop and manage a raft of external and internal documentation and document repositories such as EDMS sites
Telstra Corporation TE&GStart Date: June 2006 End Date: April 2011 Position/Title: Service Management Lead Role Summary:-
The Service Management Lead works as part of the Telstra Account Team, as the Customer’s advocate, to provide superior customer service. Strategic guidance and direction to assist customers in understanding how Telstra can improve their business outcomes. The Service Management Lead owns and drives service initiatives to enhance the customer experience and to ensure customer satisfaction is reflected in the customer’s feedback.
Responsibilities:
Aligned to the TE&G Account Team managing a portfolio of customers
Facilitate and lead stakeholders in the delivery of Solutions and services
Manage the many issues that can emerge when a need for escalated services arises. These include pinpointing needs ahead of time, activating services supply, assuring delivery and streamlining billing
Plan and lead complex negotiations with the customer which result in appropriate and often long term agreements and commitments
Educate and provide support to Customers on reporting and online tools etc
Drive appropriate initiatives and improvement plans to achieve increased customer satisfaction
Single point of contact for portfolio of customers for all service related issues
Drive Telstra delivery towers to achieve account/service objectives including project teams, installation and assurance staff
Foster open communications between all stakeholders, establish relationships and clear understanding of accountabilities
Conduct monthly Service Reviews and Health Checks with customers that grade current performance and uncover new areas of focus
Identify, address and rectify ongoing or systemic customer service issues
Own and drive programs/projects aligned to customer delivery expectations and customer business strategies
Seek out and act upon ‘value-add’ service suggestions from all parts of the organisation.
Work closely with internal and external key stakeholders to continually improve every aspect of service delivery
Act as the conduit into the Telstra powerhouse of resources, plus provide strategic guidance on how to best utilise these vast resources
Develop and maintain a portfolio plan relevant to the customer Review the ongoing service delivery activities Drive appropriate initiatives and improvement plans to achieve increased customer satisfaction
Educate and provide support to Customers on reporting and online tools etc
Educate and provide support to Customers on Online reporting tools, Billing and Reporting
Seek out and act upon ‘value-add’ service suggestions from all parts of the organisation.
Work closely with internal and external key stakeholders to continually improve every aspect of service delivery
Tailor a Service Strategy and associated Program of Works specifically for Customers needs
Major Achievements Diploma in Business Management CSIA Diploma In Customer Service Investment In Excellence
Telstra Corporation – TE&G
Start Date: November 2001 End Date: June 2006
Position/Title: Service Delivery Team – Mobiles ConsultantRole Summary:
First point of contact for all Enterprise and Government customers enquiries relating to their Mobile services and
accounts. Assisting with billing and hardware enquires, activation and management of mobile devices and order
management of hardware
Responsibilities:
Service Delivery Team member managing TE&G large corporate customers in all aspects of their Mobile
phone requirements
Managing New Connections and modification of services
Handling of Billing requirements
Hardware support and technical assistance
Attending customer meetings as required
Contract management and implementation
Telstra Corporation -TE&GStart Date: September 1997 End Date: November 2001
Position/Title: Dealer Service Centre ConsultantRole Summary:
Portfolio manage Telstra accredited fixed net dealers through the management of their requests and enquiries.
Act as an escalation point for both the Fixed net dealers and the end customer to ensure all activities were
completed in a timely manner
Responsibilities:
Portfolio Management of Telstra Fixed net dealers
End to end management and provisioning of voice and data requests from Telstra Dealers
Manage escalations with both internal and external stakeholders to ensure customer deadlines are met
Develop and maintain relationships with our Fixed net dealers through meetings and joint workshops
Achievements:
Design and developed a standard order form for use by Fixed Net Dealers
Worked as a Consultant to the Telstra Internet Web Development Team to assist in the design and
requirements of an Online Portal for Fixed net Dealers
Telstra Corporation - Commercial & Consumer
Start Date: August 1995 End Date: September 1997
Position/Title: AXIS Training Relief ConsultantRole Summary:
Back-fill Telstra front of house Consultants whilst they undertook systems training.
Responsibilities:
Travelled Australia extensively to back fill Billing/Order provisioning Consultants within ommercial
Good working knowledge of Voice Order Provisioning and Billing systems
Provided support to Consultants in use of AXIS
Achievements:
I was a key member of a team that assisted in a successful cutover of the AXIS order Provisioning system Australia wide
Professional Development:
Diploma in Customer Service from the Customer Service Institute Of Australia Diploma in Certified Business Relationship Manager from the Customer Service Institute Of Australia Itil Foundation Course
Interests:
Music Memorabilia\Rare Record Collecting Music Review Blog Military Architecture & Local History Travel & Sport Literature
Referees:
Referees available upon request