Experience

Victoria Body Corporate Services

• Australia
• Facilities Services
• 1 - 100 Employee

• Administrator

  • Oct 2017 - Present



Opticomm

• Australia
• Telecommunications
• 1 - 100 Employee

• Customer Service Representative

  • Feb 2015 - 2017

  OptiComm is an independent, licensed Australian Telecommunications carrier specialising in the design, construction, operation and maintenance of Fibre-to-the-Premises (FTTP) network solutions for new residential and business developments. My role and experiences at OptiComm in the past two and half years are immeasurable. I have extensive knowledge in FTTP networks as well as government policies regarding telecommunications infrastructure law. During my time at OptiComm I dealt with not only everyday customers such as home owners, but also property managers, estate developers, project managers, contractors as well as builders and electricians to maintain customer and stakeholders relations, using my extensive knowledge of the business and customer service skills to assist them in understanding the process of installing telecommunications infrastructure from start to finish for a smooth and easy experience. Customer Connections and Information Desk: • Processing payments and making bookings • Providing general and specific information via phone, emails and other channels • Dealing with a variety of stakeholders such as builders, developers, contractors as well as home owners • Assisting home owners in getting their connection completely from start to finish to reduce the stress of moving house • Assisting builders in understanding construction of OptiComm network infrastructure and telecommunications guidelines and providing specs on measurements of conduits, trenching, and more, also directing them to the correct communication lead in from the streets using estate pit and pipe master plans • Ability to read and understand new development plans using DWG viewer • Complaints and escalations • Development of new processes and procedures to assist the team in achieving team goals • Assisting in training new staff • Ability to multi-task and adapt quickly to demanding tasks on a daily basis



Aegis Services Australia

• Australia
• IT Services and IT Consulting
• 200 - 300 Employee

• Customer Service Consultant

  • Oct 2010 - Mar 2014

  Aegis Services Australia (formerly known as UCMS) is a provider of call centers, vocational training & education, technology and direct selling solutions to Australian companies within the telecommunications, transport and finance industries, representing companies such as Telstra, Myki and Westpac. While working for the company, I have participated in major campaigns such as Westpac for credit card collections, and Telstra for their CRG community working in various teams include consumer complaints, Telstra Employee Referrals team (TER) and Customer In project based in Docklands under a one year secondment, and for a short period Telstra TIO (Telecommunications Industry Ombudsmen) Complaints.



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Complaints Resolutions Coordinator

  • Jan 2012 - Feb 2014

  While working for Telstra, I have taken parts in different areas of complaints including TER - Telstra Employee referral team, Consumer complaints, Customer In as well as working with the TIO Duties and Capabilities:• Providing excellent levels of customer service• Managing customer inquiries and complaints via inbound, outbound, online as well as written communication methods• Continuous communication and follow ups with customers to fulfil commitments and promises• Providing accurate and appropriate information and resolutions, understanding problem root cause, and customers needs to prevent further complaints• Strong understanding of how to manage customer relationships with trust and rapport building• Strong problem solving skills whilst working under pressure• Continuous participation in active product and systems training• Basic technical support• Resolving billing and other disputes using first call resolutions to ensure customer satisfaction• Liaising with other departments to ensure commitments are being met• Fraud investigations• Resolve TIO complaints (Telecommunications Industry Ombudsmen) by following strict guidelines set by the TIOKey Achievements:• Intimate knowledge of a wide range of products, services, processes and systems such as sales, retention, billing, processing connections and disconnections, NBN, mobiles and fixed line• Extensive end user knowledge on Siebel (billing, sales force automation and CRM) • Use of Mobile Help desk, Axis, Web CP and other business systems• Became the ‘go to’ person within the team on system knowledge and processes• Achieving monthly targets for 10/10 NPS (Net promoter scores) and number of complaints resolved• Reducing complaints and creating customer advocacy by identifying and solving root causes, and providing crucial feedback to the company on how to improve operations

• Complaints Resolutions Coordinator

  • Aug 2012 - Sep 2013

  Telstra is Australia’s biggest and oldest Telecommunications provider with around 38,000 staff worldwide, staff who are also everyday customers seeking products, services and sometimes resolutions. Telstra has a dedicated team that caters for the needs of staff members as well as their family and friends. Duties and Capabilities:• Managing internal complaints for staff, ex-employees, friends and family• Ensuring customer/staff satisfaction• Relationship management between customers and key stakeholders • Continuous communication and follow ups with customers and stakeholders to fulfil commitments and promises• Managing customer inquiries and complaints via inbound, outbound, and utilising internal online communication channels such as office chat and emailsKey Achievements:• Actively networking with key stakeholders within different parts of the business• Achieving monthly targets for 10/10 customer feedbacks and number of complaints resolved• Receiving monthly performance rewards and recognitions on multiple occasions



Westpac

• Australia
• Banking
• 700 & Above Employee

• Collections Officer

  • Oct 2010 - Dec 2011

  During my time in the Westpac campaign, our main role as a collections officer was to contact Westpac customers who are at stage one to two of their credit card debts, conducting courtesy reminder call as well as attempts to collect payments that are overdue. Duties and Capabilities: • Providing general customer service and house keeping tasks • Utilising negotiation skills and strategies to secure promise to pay commitments with customers • Courtesy reminders when customer account is due • Ability to meet and exceed weekly as well as monthly targets of promise to pays, promises kept, as well as other KPIs like AHT and wrap time • Identifying customers in need of assistance such as hardship, warm transferring customers to the appropriate departments for assistance • Practice and maintain a high level of empathy and compassion • Maintaining accurate data entry



Village Roadshow

• Australia
• Entertainment Providers
• 300 - 400 Employee

• Store Supervisor

  • Jan 2007 - Oct 2010

  As part of the Village roadshow group, Intencity operated under the entertainment section providing arcade and redemption games, as well as hosting children’s birthday parties and functions for families and everyday customers. Although some stores are no longer operating, Village cinemas in most shopping centres around the country were always accompanied by an Intencity gaming store. Duties and Capabilities: • Responsible for supervising day to day operations in the absence of the store manager • Cash handling, audits, collecting revenue from gaming machines and reconciling cash flow • Assigning daily duties to staff members • Conducting and participating in monthly stocktake • Ordering food and beverage for the store as well as managing stock levels • Daily data entry • Meeting and exceeding sales and promotional targets • Hosting children’s birthday parties as well as other functions • Handling all enquiries via all channels • Identifying sales opportunities and tailoring fitted solutions for functions • Training of new staff • Daily cleaning duties as well as designing window displays to ensure the store is always well presented