Experience

Health Professional Councils Authority

• Australia
• Hospitals and Health Care
• 1 - 100 Employee

• Program Officer

  • May 2022 - Present

  • Analysing complaint information and undertaking a provisional risk assessment on serious complaints; referring complaints and enquiries accurately.• Handling of complaints and confidential enquiries, including dealing with distressed callers and sensitive cases that are potentially contentious or subject to public scrutiny.• Maintaining data and providing an overview of the complaints process including possible outcomes and likely timeframes.• Monitoring the effective and efficient progress of complaints and taking action to ensure information is provided to enable Council/Committees to make timely and informed decisions.• Providing appropriate updates and feedback to practitioners/complainants in line with legislative requirements and timeframes, internal procedures and benchmarks.• Coordinating and scheduling of interviews, assessments, hearings, management of notifications regarding conflict of interest in relation to assigned matters, and provision of relevant Council guidelines and documentation for these proceedings Show less

• Assistant Program Officer

  • Mar 2021 - Present

  • Undertaking clerical duties and administrative services to support the efficient management of complaints and Council/Committee decisions within set timeframes.• Scheduling and supporting meetings, interviews, assessments and hearings including booking meeting rooms, catering and preparing and distributing agendas and briefs.• Maintaining the database and records management system to ensure the availability of up to date, accurate and compliant information while safeguarding the privacy of complainants and practitioners.• Identify opportunities to develop improvements in relevant processes and policies and contribute to the continuous improvement focus of the HPCA and Councils. Show less



amaysim

• Australia
• Telecommunications
• 100 - 200 Employee

• Resolution Officer

  • Mar 2020 - Jan 2021

  • The handling of Ombudsman complaints for mobile and energy customers. • Resolving complex, unresolved complaints via telephone or email whilst adhering to resolution deadlines. • Ensuring a high level of customer service is maintained throughout the complaints process. • Taking responsibility and ownership of allocated complaints, keeping customers up-to-date throughout the process whilst building relationships and rapport. • Analysing complaint drivers. • Liaising with and offering support for the offshore contact centre. Show less



Cover-More Group

• Insurance
• 300 - 400 Employee

• Travel Experience Specialist

  • Sep 2019 - Mar 2020

  • Responding to customer queries via the away app, providing recommendations to get the most out of their trips. • Helping conduct and collate findings from market research. • Creating an in-depth knowledge base via market research. • Writing target content and guides for the database. • Achieving KPIs daily. • Providing excellent customer service, helping organize bookings, tours and providing top recommendation from personal experience and market research. • Responding to customer queries via the away app, providing recommendations to get the most out of their trips. • Helping conduct and collate findings from market research. • Creating an in-depth knowledge base via market research. • Writing target content and guides for the database. • Achieving KPIs daily. • Providing excellent customer service, helping organize bookings, tours and providing top recommendation from personal experience and market research.



Compare Travel Insurance

• Australia
• Insurance

• Premium Customer Service & Marketing Support

  • Sep 2018 - Sep 2019

  • Responding to marketing and customer queries via phone, live chat, email or social media • Helping conduct and collate findings from market research. • Writing target content and guides for the website. • Achieving KPIs daily. • Offering general advice for travellers in with sensitive professional approach. • Objection handling on a daily basis always providing the customer with the best possible outcome. • Managing Instagram account and interacting with customers. • Responding to marketing and customer queries via phone, live chat, email or social media • Helping conduct and collate findings from market research. • Writing target content and guides for the website. • Achieving KPIs daily. • Offering general advice for travellers in with sensitive professional approach. • Objection handling on a daily basis always providing the customer with the best possible outcome. • Managing Instagram account and interacting with customers.



1Cover Travel Insurance

• Australia
• Insurance
• 1 - 100 Employee

• Premium Customer Service & Sales Officer

  • Mar 2017 - Sep 2018

  • Providing outstanding customer service to customers via emails, Facebook, Twitter and Live Chat. • Trouble shooting over live chat, managing account and updating details. • Responding positively to customer’s queries and complaints, in a calm and professional manner. • Assisted the back-office team by porting numbers across from different provider and activating accounts for customers. • Providing outstanding customer service to customers via emails, Facebook, Twitter and Live Chat. • Trouble shooting over live chat, managing account and updating details. • Responding positively to customer’s queries and complaints, in a calm and professional manner. • Assisted the back-office team by porting numbers across from different provider and activating accounts for customers.



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Technical Support Specialist

  • Sep 2016 - Feb 2017

  • Providing outstanding customer service face to face in one on one appointments at the genius bar. • Trouble shooting issues running diagnostics on both Macs and iPhones to resolve the issue in a timely manner for the customer. • Working in a fast-paced customer faced environment and taking ownership and making the right decisions. • Providing outstanding customer service face to face in one on one appointments at the genius bar. • Trouble shooting issues running diagnostics on both Macs and iPhones to resolve the issue in a timely manner for the customer. • Working in a fast-paced customer faced environment and taking ownership and making the right decisions.



amaysim

• Australia
• Telecommunications
• 100 - 200 Employee

• Premium Customer Service Officer – Social Media & Email Team

  • Aug 2013 - Sep 2016

  • Providing outstanding customer service to customers via emails, Facebook, Twitter and Live Chat. • Trouble shooting over live chat, managing account and updating details. • Responding positively to customer’s queries and complaints, in a calm and professional manner. • Assisted the back-office team by porting numbers across from different provider and activating accounts for customers. • Providing outstanding customer service to customers via emails, Facebook, Twitter and Live Chat. • Trouble shooting over live chat, managing account and updating details. • Responding positively to customer’s queries and complaints, in a calm and professional manner. • Assisted the back-office team by porting numbers across from different provider and activating accounts for customers.