Diane Gillies has over 20 years of experience in customer service and sales roles. She has worked at Telstra for over 15 years in various sales and customer service positions, most recently as a Sales Associate where she exceeded sales targets and received monthly awards. Prior to Telstra, she held administrative roles at various companies developing skills in areas such as quality assurance, purchasing, and reception. Diane has strong communication skills and the ability to learn new systems quickly as demonstrated through her career progression.

1. RESUME
CONTACT DETAILS
Name: Diane Gillies
Address: 35 Arthur Street, Wellington Point, 4160
Home Phone: 07 3822 9000
Mobile: 0419588714
Email address: kendi97@bigpond.com
CAREER HISTORY
Company/Business Unit: Telstra Corporation Ltd/Telstra Business
Start Date: April 2008
End Date: September 2016
Position: Sales Associate
Role:
 Build customer advocacy and ensure my team meet NPS and Sales Targets
 Provide Support to Sales Managers, Account Managers and customers to enable them to
exceed sales targets, revenue and NPS scores
 Provide day to day support in assisting Sales Teams
 Work as part of a team but also be self-sufficient in prioritising workload and using initiative
 Establish and maintain customer and internal relationships to achieve customer satisfaction
Key Accountabilities:
 Reporting - Providing Sales Reports, Site Service Reports, Pipeline Reports etc to Sales
Managers and Account Managers
 Order administration – raising pstn, ADSL and NBN orders in DCOO, OOT AND DBOOT and
managing them to completion
 Billing - resolving simplex billing requests, managing complex requests by liaising with internal
billing consultants, raising ex-gratias and liaising with credit management to avoid
disconnection
 Manage vacant portfolios while the Account managers are away
 Logging and managing faults
 Submitting complex CHOWN Forms and case managing to completion
 Submitting and case managing Managing Complex Port’s/Winbacks from other service
providers
 Raising NBN orders and working with NBN leads to achieve the best outcome for our
customers
 Attend weekly meetings
 Submit All-4-Biz redemptions
 Provide coaching to new staff members
Achievements:

2. 1. Consistently achieving all KPI’s in performance of my role
2. Regularly receive monthly awards for ‘Better Together”, ‘Customer Driven’ and
‘Collaboration’
Company/Business Unit: Telstra Business
Start Date: October 2001
End Date: April 2008
Position: Customer Service Consultant
Role:
 Working as part of SMICC OMV Projects team
 Provisioning of complex and multi site orders
 Provisioning of orders for temporary phone lines for special events nationwide such as Royal
Queensland Show, Sydney Royal Easter show, Gold Coast Super Cars, Sanctuary Cove
Boat Show etc as well as local Showday events in regional areas
 Working with cable assigners, held order management, local technicians and project co-
ordinators
 Coaching of new staff
 Managing and allocating work to staff
Company: Compaq Computer Corporation
Start Date: November 1999
End Date: August 2000
Position: Acquisitions Administrator
Role:
 Updating records and adding supplier details to system
 Dealing with new and existing repair companies
 Preparation of customs paperwork for returning faulty hardware to overseas repairers
 Updating systems with pricing on an individual and mass scale
 Issuing Non-disclosure agreements to suppliers
 General admin duties as required
Company: RD Taylor & Co Ltd
Start Date: October 1995
End Date: April 1997
Position: Receptionist/Typist
Role:
 Operating 10 Line Meridian Norstar Switchboard
 Greeting visitors and managing reception area
 Typing Certificates of Conformity for Ministry of Defence customers
 General admin duties as required

3. Start Date: May 1997
End Date: February 1999
Position: Assistant Quality Assurance Manager
Role:
 Issuing Certificates of Conformity to suppliers
 Updating Company Quality Manual to meet QA compliance
 Conducting internal audits of other branches of the company to ensure their Quality Manuals
were up to date
 Ensuring shelf lifes on products were within date
Start Date: February 1999
End Date: May 1999
Position: Assistant Buyer
Role:
 Running a daily stock report
 Placing orders with suppliers
 Updating price changes on computer
 Assisting the buyer with general buying duties
Company: Industrial and Marine Diesels Ltd
Start Date: February 1993
End Date: October 1995
Position: Hire Desk Controller for Concrete Pumps
Role:
 Operating 10 Line Meridian Norstar Switchboard
 Providing customer quotes
 Preparing Hire Agreement Documentation
 Issuing Invoices
 Arranging transport to and from site
 Preparing and checking checklist to ensure all equipment had been returned
 Preparing reports for Sales Managers meetings
 Credit Control
Company: Kelvin Diesels
Start Date: September 1981
End Date: February 1993
Position: Administrator
Role:
 Operating large switchboard

4.  Managing reception area
 Operation of telex and fax machine
 General typing and filing duties
EDUCATION/QUALIFICATIONS
Institution: Bellahouston Academy, Scotland, UK
Qualification: “O” Grade Certificates in Maths, English, Arithmetic Secretarial
Studies and Fabric and Fashion
Institution: Cardonald College, Scotland UK
Qualification: Scotvec Introduction to Computer Applications Packages
Completed: 1981
SKILL SUMMARY
Computer:
Microsoft Excel – Intermediate
Word – Intermediate
Flexcab; Helpdesk; Mica; Maxim; Axis; Start: RASS: Moby; Raptor;
Portman, Questus, Start, Cyclops
PERSONAL STRENGTHS
• Honest and loyal employee.
• Excellent communication skills.
• Ability to learn new systems and procedures quickly.
• Effective organisational and time management skills.
• Being proactive
• Demonstrate initiative and accept responsibility.
• Team player
• Conditioned for change
REFEREE CONTACT DETAILS
Name: Rod Gillis
Work/Job Title: Sales Manager
Work Phone: 07 3455 2103
Mobile: 0418 879 965
E-mail Address: Rod.R.Gillis@team.telstra.com
REFEREE CONTACT DETAILS

5. Name: Michael Francis
Work/Job Title: Account Technologies Specialist
Work Phone: 07 3455 3893
Mobile: 0408 876599
E-mail Address: Michael.Francis@team.telstra.com