KIMBERLY RICHARDS LINKEDIN.COM/IN/KIMBERLY-RICHARDS

EXPERIENCE

May 2015 - Current

Small Medium Business Premium Technical Support Consultant Duties/ Responsibilities

Answering calls from customers in relation to network fault management and technical troubleshooting for SMB customer segments both Fleet and SOHO Micro for mobile phones, mobile broadband, Optusnet Cable and NBN & LAD/ DSL and other convergent technologies

Conduct initial fault analysis and end to end technical troubleshooting with the customer

Perform end to end fault management and technical troubleshooting of IFMS tickets created where FCR cannot be achieved

Point of contact for Fleet and SOHO Micro customers taking ownership and responsibility for resolving faults at the first point of call and referring to fixer groups for resolution where necessary.

Assist and provide retention offers directed at our SOHO Micro customers Handles technical supports tickets (IFMS PR’s) and associated activities escalation and trending of complex & repeat faults Provide insights to internal & external customers on Optus products and

services 

February 2008 – May 2015

Customer Experience Consultant IIDuties/ Responsibilities

• Handle live calls in a rostered environment• Handle a variety of transactions for Optus customers in Mobile, Wireless Broadband, Wireless Telephony products• Maintain a high Net promoter Score to Customers through demonstrating the Optus Values in what I do• Maintain Efficiency to satisfy KPI targets for the business• Ensure First Call resolution and prevent repeat calls about Optus Products by managing customer accounts and pro-actively promoting Self Service

August 2013 – May 2014

Senior Resolutions Consultant - Tier 2 Escalation BayDuties/ Responsibilities

• Handling escalated call complaints in a live environment• Preventing complaints escalating to external parties• Liaise with internal departments to provide a speedy resolution• Provide exceptional customer experience with customers through written and oral communication.• Collating and passing on feedback to people managers and the business about escalations experience by frontline staff• Represent Optus as a senior complaint manager and to take complete ownership of any presented situation• Follow through all customer concerns/situations and or commitments made to completion• Actively manage situations to maximise Customer retention• Actively manage situations to reduce/limit Optus’ exposure to damages, compensation claims, negative exposure and or any other form of liability

ACHIEVEMENTS

Point of contact within several of my teams especially for billing and internal communications

Frequently coached colleagues on Customer experience Frequently recognized by my colleagues & leaders with several yes rewards nominations New Starter Support Agent for several induction groups Facilitated training modules to agents for both induction training and changes to processes Won the 2013/14 Ultimate Ambassador program (a reward recognizing exceptional

customer service) Creating the Concept and the content of the Data Disputes page in Olivia, and taking the

feedback provided to us by various stakeholders to improve the content. The Data Disputes page is used by customer service team leaders and agents globally for coaching. And I have received universal praise for the quality of the content

Received a Quarterly Yes Reward (Q2 2014) for the work I did in creating the content Taken Part in Limelight training Point of Contact for Social Engagement within SMBPTS, run successful reward and

recognition events Responsible for creating internal communications within SMBPTS Consistently Meet and Exceed prescribed KPI’s Consistently Meet and Exceed NPS and Issue Resolution Targets