Michael Collie.

Customer Success — Lead Engineer

• Built a new post-sales pipeline aligning installers, customers, and internal teams — delivering seamless onboarding at scale.
• Optimised Dynamics 365 CRM identifying quick wins that reduced resolution time and simplified operational workflows.
• Designed and scaled end-to-end support processes enabling team growth while improving time-to-resolution.
• Converted undocumented tribal knowledge into structured, reusable documentation and self-service pathways.
• Used system telemetry and diagnostics across solar, inverter, and BESS components to surface product and firmware improvements.
• Collaborated with industry partners to produce actionable, repeatable troubleshooting guides for components integrated with RedEarth battery systems.

Head of Product Support

• Identified waste across the internal software stack, delivering a $200K USD annual cost reduction.
• Designed a unified support experience — centralising 8+ channels and 40+ inboxes processing 200+ emails/day into a single streamlined queue.
• Led the strategic shutdown of Stax Support operations following the Telstra acquisition, maintaining clear stakeholder communications throughout.
• Administered 40+ tools, performed SOC2/PCI audits, and managed commercial and licensing agreements.
• Acted as the liaison between engineering and customers, closing the feedback loop for product improvement.

Product Support Engineer

• Achieved 100% SLA compliance across all customer support tickets.
• Built and maintained a technically complex knowledge base, driving self-service adoption across all customer segments.
• Designed and implemented SOC2/PCI-compliant support processes aligned to company business objectives.
• Led Stax's Social & Community chapter — bridging team culture with charitable initiatives including the WaterAid Walk for Water campaign.
• Collaborated with cross-functional teams to identify, troubleshoot, and resolve complex technical issues at pace.

Technical Solutions Specialist

• Subject Matter Expert for Telstra legacy systems — delivered systems and process training for Covid relief staff during lockdowns.
• Generated compliance reporting and coordinated scheduling for Telstra's engineering fleet for on-premise NBN installations.
• Identified improvement opportunities from field feedback and compliance data to streamline fleet operations.

Continuous Improvement Specialist

• Collaborated with JB Hi-Fi to design and launch their first Telstra call centre — reducing in-store processing from 20-minute conversations to a 5-minute call and cutting handling time by 300 seconds, with ~$4M in additional FY19 turnover.
• Led the Vita Group offshore processing pilot across 20 of their 115 stores — delivering a 10% month-on-month increase in orders and a projected 92 FTE in savings across the store network, with 98 NPS and 98.7% resolution rate.
• Built and deployed a roaming-identification robot removing 70–150 pre-bill charges per day, saving ~$60K from customer accounts weekly.
• Identified thousands of customers being incorrectly billed for rental handsets — presented a new ownership model with projected $20M in customer savings nationally.
• Managed a team of 12 ringfencing store complaints — achieving an NPS swing from −38 to +25 in 6 months with an 80% in-store resolution rate.
• Designed a complaints-capture system meeting TIO legal requirements — hitting 100% of SLA targets for customer contact within 24 hours.
• Implemented a "Daily Digest" for Telstra Business stores, cutting inbound status update calls by 80%.

Contact Centre Coach

• Built a tracking system to identify knowledge gaps and create individual learning pathways for 100+ staff — generating 800+ coaching submissions in six months, lifting NPS by 17 points and reducing average handling time by 45 seconds.
• Maintained a personal NPS of 80+ and 90% resolution rate as the primary escalation point for complex customer cases over 3 years.
• Subject Matter Expert for Telstra Business Internet, PSTN, ISDN, and legacy platforms (Flexcab, Mica, ONDB, CDR, Siebel).
• Awarded Nokia Master by Nokia PTY Ltd — recognised as the top Nokia salesperson in both Queensland and Australia (2015).

Global Contact Centre — Consultant

• Specialised in Telstra Business Broadband, PSTN, ISDN, and Mobiles — serving enterprise and SMB customers nationally.
• Maintained an individual NPS of 80+ consistently across a 3-year tenure.
• Educated business customers on product, process, costs, and escalation pathways for complex infrastructure issues.

Customer Service Advisor & Tech Bar Consultant

• Ranked #2 in Queensland and #5 nationally for Mobile and Internet sales in 2012–2013, and recognised as part of Telstra's top 5 salespeople nationally in FY12.
• Selected for Telstra's Emerging Leadership Program — onboarded new employees and led training initiatives within the team.
• Performed 2IC duties across Telstra stores, managing escalations and mentoring team members on product knowledge and customer handling.