Peter Jones Resume October 2015

Download Peter Jones Resume October 2015

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DirectorPeter JonesMobile: 0418 577 588 - Email: PBJONES3140@gmail.comCareer Summary20 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 HistoryTelstra Corporation TE&GStart 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 Telstras 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 Telstras 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 sitesTelstra 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 Customers 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 customers 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 needsMajor Achievements Diploma in Business Management CSIA Diploma In Customer Service Investment In ExcellenceTelstra Corporation TE&GStart 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 hardwareResponsibilities: 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 implementationTelstra Corporation -TE&GStart Date: September 1997 End Date: November 2001Position/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 mannerResponsibilities: 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 workshopsAchievements: 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 DealersTelstra Corporation - Commercial & ConsumerStart Date: August 1995 End Date: September 1997Position/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 AXISAchievements: I was a key member of a team that assisted in a successful cutover of the AXIS order Provisioning system Australia wideProfessional 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 CourseInterests: Music Memorabilia\Rare Record Collecting Music Review Blog Military Architecture & Local History Travel & Sport LiteratureReferees:Referees available upon request