Kaye O'Dea has over 25 years of experience in customer service, sales, and team management. She has worked at Telstra for over 15 years, holding various roles including Team Leader, People Process Lead, and Centre Operations Lead. She has a proven track record of managing teams, improving performance, and resolving customer complaints. Her key strengths include communication skills, change management, learning new systems quickly, and motivating team members.

1. 6 Wyandotte Street
SOUTHERN RIVER WA 6110
0409 107 648
k_blinco@bigpond.net.au
KAYE O'DEA
PROFILE I am a loyal, positive and enthusiastic individual with strong work ethics.
I have 15 years of team, people and change management experience and over 25 years
of customer service and sales experience.
I am extremely versatile and can work as part of team or as an individual contributor.
My key strengths are my communication skills, my knowledge and usage of variation
management, my ability to learn new computer systems quickly and my interpersonal
skills with the ability to motivate and inspire my team members’ every day.
EXPERIENCE Telstra
November 1991 to Present
Team Leader – since March 2001
Key responsibilities:
Management of team’s performance
Management of conduct and behavioural issues
Coaching and mentoring team members
Monitor performance for compliance and regulation adherence
Successful data analysis to improve performance and reduce variation
Manage and roll out team building activities
Managed, initiated and communicated launch and outcomes of Reward and Recognition
campaigns for team and centre
Prepare and deliver induction and training to team members
Resolving customers’ complaints
Recruitment of new consultants
Member of Health and Safety Committee – Fire Warden and EEO Officer
Achievements:
2016 – Manage team redeployment through centre closure
2016 – Most improved team in league – “Right and Delight”
2015 – Manage team members’ functional change to case management
2011 – Team Leader of the Year for outstanding contribution to customer
2008 – Led team through a major system change
2001 – Managed Northam centre as the only Team Leader on site
People Process Lead Telstra
27 January 2015 – 9 February 2015
Key responsibilities:
Performance Management – liaising between Team Leaders and Human Resources
Engagement Survey – to understand What is going well and what people would like to
see done differently
Managing Reward and Recognition incentives for Centre

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Processing Leave Requests
Health and Safety – meetings and centre compliance
Centre Operations Lead Telstra
1st
July 2014 – 23r d
January 2015
Key responsibilities:
Manage Centre Productivity
Data analysis and reporting provided to the team leaders
Coach and Support team leaders
Productivity “focus days ran for the centre
Customer Relations Manager – Faults; Regional Complaints Group and
Sales Telstra
September 1995 – March 2001
Key responsibilities:
Provided training to all consultants in the centre on the Complaints Management Process
Conducted group and individual training on logging complaints into the system
Facilitated workshops on “effectively Managing complaints”
Analysed root cause of complaints
Networked with varied areas to achieve satisfactory resolutions for complaints
Handled escalated complaints – on behalf of CEO; General Manager; Centre Manager TIO
Actioned written complaints
Managed the Perth Compliant line (1800 number) directly from customers
Personal Assistant Telstra
September 1994 – September 1995
Key responsibilities:
Open, receiving and re-directing Correspondence to the appropriate area – via Post and
email
Answered phone calls and managed enquiries, took messages where appropriate
Updated fortnightly expenditure report
Arrangement of travel bookings and keeping a record of all Centre Manager
appointments through his schedule
Organised meetings and agenda’s, recorded minutes
Ordered stationery
Issued Cab Vouchers, reconciled and compiled the monthly Cab Charge Vouchers
Typing letters, minutes, memos and Branch briefs

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Consultant – Directory Assistance; Fault Reporting and Sales Telstra
November 1991 – September 1994
Key responsibilities:
Answered incoming calls from customer’s
Interpreted their concerns and reason for calling
Entered information directly into the system (utilized a number of systems)
Provided appointment times and estimated restoration times
Resolved complaints
Reviewed services and discussed alternative solutions
Met KPI’s
EDUCATION Diploma in Management (BSB51107) – 2013
Associate Diploma in Business – Office and Secretarial – 1998
EXTRA CURRICULAR
ACTIVITES
1992 – current – Exhibitor in the Cookery section at the Perth Royal
Show
1990 – 1992 and 1995 – 1997 – Honorary Secretary of the Swan View
and Districts Agricultural & Arts Society
1988 – 1993 Leader, Girl Guide Association
1987 – Netball Coach, led a team to win the Premiership
REFEREES TELSTRA
Karen Winter, Sales Centre Manager
0427 192 154
TELSTRA
Fay Mitskas, Sales Team Leader
0448 833 929