Experience

Mojo Power

• Australia
• Utilities
• 1 - 100 Employee

• Customer Experience Manager

  • Mar 2018 - Present

• Customer Experience Specialist

  • Jun 2016 - Present

  Working in the Customer Experience team, I ensure the provision of excellent customer service and advocate for the customer throughout the organisation. Drive customer loyalty through NPS and VOC programs, digital adoption and service experience across all channels of the business – digital, calls and offline and act as an agent of change for process improvement.  Improve customer service experience to create engaged customers and facilitate organic growth Leading NPS and VOC programs to ensure continuous improvements based on customers' insights Key Contact Person for the Energy & Water Ombudsman NSW and QLD Responsible for all complaints and disputes management and resolution within targeted/regulated timelines and to the customer's satisfaction Analyze customer insights to strategize and work through all action items borne out of them Provide support through a range of digital and traditional channels Provide subject matter expertise to the business relating to customer service issues  Play an integral role in the core process improvements, re-engineering and root cause analysis Develop service procedures, SLAs, policies and standards Keep ahead of industry’s developments and apply best practices to areas of improvement Management and moderation of our support communities Monitoring content and customer enquiries on a daily basis to ensure customer satisfaction Recruit, mentor and develop customer experience agents Nurture an environment where agents can excel through encouragement and empowerment Analyse service related metrics and compile accurate reports Proficiency in Salesforce, Desk and Olark Live Chat. Show less


Commonwealth Bank
• Australia
• Financial Services
• 700 & Above Employee
• Customer Service Representative

  • Jul 2009 - Jun 2016

Veda
• United States
• IT Services and IT Consulting
• 1 - 100 Employee
• Account Manager

  • Jul 2004 - Jul 2008