Kim Frankham
Senior Investigations Officer at Energy & Water Ombudsman NSW (EWON)- Claim this Profile
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Bio
Scott Wooden
I regard Kim as a highly skilled and knowledgeable person whose expertise I came to rely on very heavily. An expert in her field Kim has been a valuable member of my team in an area where attention to detail is paramount. She is dedicated to achieving only the highest quality results and through a hands on, can do approach, she has built a high performing team. Beyond her own team she developed strong relationships in all parts of our business and is held in very high regard at all levels especially within the Senior Management Team. Kim will be an asset for any Manager and any company.
Scott Wooden
I regard Kim as a highly skilled and knowledgeable person whose expertise I came to rely on very heavily. An expert in her field Kim has been a valuable member of my team in an area where attention to detail is paramount. She is dedicated to achieving only the highest quality results and through a hands on, can do approach, she has built a high performing team. Beyond her own team she developed strong relationships in all parts of our business and is held in very high regard at all levels especially within the Senior Management Team. Kim will be an asset for any Manager and any company.
Scott Wooden
I regard Kim as a highly skilled and knowledgeable person whose expertise I came to rely on very heavily. An expert in her field Kim has been a valuable member of my team in an area where attention to detail is paramount. She is dedicated to achieving only the highest quality results and through a hands on, can do approach, she has built a high performing team. Beyond her own team she developed strong relationships in all parts of our business and is held in very high regard at all levels especially within the Senior Management Team. Kim will be an asset for any Manager and any company.
Scott Wooden
I regard Kim as a highly skilled and knowledgeable person whose expertise I came to rely on very heavily. An expert in her field Kim has been a valuable member of my team in an area where attention to detail is paramount. She is dedicated to achieving only the highest quality results and through a hands on, can do approach, she has built a high performing team. Beyond her own team she developed strong relationships in all parts of our business and is held in very high regard at all levels especially within the Senior Management Team. Kim will be an asset for any Manager and any company.
Credentials
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Justice of the Peace for NSW
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Experience
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Energy & Water Ombudsman NSW (EWON)
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Australia
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Alternative Dispute Resolution
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1 - 100 Employee
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Senior Investigations Officer
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Sep 2017 - Present
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Energy and Water Ombudsman NSW
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Sydney, Australia
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Investigations Officer
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Dec 2012 - Present
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engin Ltd
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Australia
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Telecommunications
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1 - 100 Employee
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Customer Relations and Compliance
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Feb 2005 - Nov 2012
RESPONSIBILITIES*Review policy/processes for compliance with regulatory requirements and co-ordinate communications.* Particpate and liaise with Industry organisations and groups to ensure engin is representated*Recommend and draft changes to customer communications and documents such as the SFOA, Website.*Maintain reporting for government and agency reporting including EOWA and ACMA*Write reports and letters in line with Telecommunications requirements to ACMA, EOWA*Respond to all escalated complaints from organisations such as the TIO & Dept of Fair Trading within specified timeframes.* Analyse complaint data for continuous improvement and systemic issues*Manage Customer Relations Team members to ensure effective handling of complaints *Manage team with varying duties and deadlines*Complete monthly one on ones and write development programs for each team member*Ensure monthly and quarterly KPIS are met*Project management for the Call Centre *Commitment to customer service excellence and continuous improvement *Manage Customer Communications including email and ensure efficient operation and customer experience *Law Enforcement Liaison – handle all police and agency requests *Law Enforcement and life threatening 24 hour contactACHIEVEMENTS*Represented engin and participated in reviewing the Telecommunications Protections Code (TCP) with Communications Alliance 2010 – 2012. *Supported Communications Alliance with Compliance Testing for the TCP code (Complaint Handling) and drafted a fully compliant process.*Participant of the newly formed ICAG – Industry Consumer Advisory Group (Chair: Trevor Hill – Telstra in conjunction with Communications Alliance)*Completed compliance review of new Website with Industry Code/legal requirements*Key role in the release of Mobile services into the business in 2011.*Completed the EOWA 2008/09/10 annual report and received a result of Compliant*Awarded Employee of the Quarter x 3 Show less
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Compliance Officer
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Aug 2007 - May 2011
Internal Compliance
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Customer Relations Supervisor
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Feb 2005 - Aug 2007
Managing and Handling escalated Complaints with in specified time framesManaging customer emails from websiteRetentionLaw Enforcement - agency requests
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Education
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1995 - 1998
Macquarie University
BSc, Resource and Environmental Mgt -
2010 - 2010
TAFE
Human Resources -
2005 - 2005
ASCM
Frontline Management
Community
