Experience

Australian Financial Complaints Authority

• Australia
• Financial Services
• 500 - 600 Employee

• Senior Manager

  • Aug 2021 - Present



N/A

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Mummy to Layla

  • Jan 2021 - Present

• Mummy to Neo

  • Sep 2019 - Present

• Mummy to Hudson

  • Aug 2018 - Present



Macquarie Group

• Australia
• Financial Services
• 700 & Above Employee

• Head of Client Care

  • Jan 2020 - May 2021

  Responsible for managing the IDR complaints and Social Media activity across all products for Macquarie retail bank. This includes supporting a strong culture amongst our staff experience, strategic planning for operational excellence and feeding back insights and learnings to create meaningful enhancement of our products and services.

• Senior Manager - Customer Relations, Macquarie Leasing

  • May 2016 - Dec 2019

• Manager, Client Relations

  • Mar 2010 - May 2016

  I currently manage both the IDR and EDR complaint handling functions at Macquarie Leasing, dealing in both commercial and retail banking issues. Our focus is on offering independent mangement of dispute issues with a view of reaching a mutually agreeable outcome for both our client and the business. It is an integral part of our focus to ensure that we maximise the lessons learnt and feedback opportunities that arise from complaint issues through influencing the ongoing training and development of our staff and through the re-design of internal policies and procedures where appropriate.



Colonial First State

• Australia
• Financial Services
• 700 & Above Employee

• Client Relations Associate

  • Sep 2006 - Nov 2009

  Dealt with Managed Investment and Superannuation fund complaints dealing with both the Financial Ombudsman Service (FOS) and the Superannuation Complaints Tribunal (SCT). Dealt with Managed Investment and Superannuation fund complaints dealing with both the Financial Ombudsman Service (FOS) and the Superannuation Complaints Tribunal (SCT).



ANZ

• Australia
• Banking
• 700 & Above Employee

• Home Loan Consultant

  • Jan 2004 - Aug 2005

  Worked within the National Contact Centre receiving and submitting retail mortgage applications for new and existing ANZ Bank customers. Worked within the National Contact Centre receiving and submitting retail mortgage applications for new and existing ANZ Bank customers.