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Work Background
Department of State DevelopmentGrants Specialist
Jan. 2025
Australian Government Department of Veterans' AffairsProgram Support Officer
Oct. 2022 - Aug. 2024Adelaide, South Australia, Australia
Department of Social Services (DSS)Funding Agreement Manager
Apr. 2021 - Apr. 2022
Commonwealth OmbudsmanDispute Resolution Officer
Jun. 2019 - Apr. 2021
DatacomQuality Assurance Specialist
Aug. 2018 - Feb. 2019Adelaide, Australia• Quality Call Monitoring
• Delivering process improvement initiatives with the aim of improving business outcomes
• Providing support for CSRs and leadership team to ensure compliance to Quality Framework
• Assisting with roll-out of training as required
• Liaising with the client and stakeholders to ensure calibration of the support team
• Analysing data to identify trends and present back to key stakeholders
• Leading department meetings with stakeholders to address performance and improvement
Australian Institute of BusinessCall Quality Coach
Jan. 2016 - Dec. 2018Adelaide, Australia• Monitored of phone call quality for the productivity areas of call time, referrals & quality
• Provided coaching performance reports to Team Leaders • Used relevant data to drive innovation and improved practices and processes
• Provided training support to designated team members including New Starter Training
• Provided leadership to Course Advisor teams in the absence of their designated Team Leader • Kept training materials and analysis tools relevant with up to date information
• Ensured compliance with AIB business requirements and sales processes
The Australian Red Cross Blood ServiceAdvisory and Customer Service Specialist
Jan. 2011 - Dec. 2016Adelaide, Australia• Provided advice and promoted products and services
• Discussed participant training needs using effective discovery questioning & attentive listening
• Processed accounts & bookings for corporate organisations
• Ensured corporate organisations received accurate, friendly & prompt service
TelstraSubject Matter Expert / Team Leader / Sales Consultant
Jan. 2007 - Dec. 2010Adelaide, AustraliaSubject Matter Expert (offshore):
• Coached team leaders in the Philippines in all facets of their role • Provided support to service representatives • Conducted ad hoc training focus sessions based on opportunities identified Team Leader:
• Coached a team of 13 to continually drive performance & engagement
• Reported team performance to KPI targets, action plans, wins & process improvement ideas
• Developed performance improvement plans to improve any skill/will gaps
• Created a reward & recognition initiatives to drive team engagement & results
• Liaised with HR for behavioural management & formal conversations Retention and Sales Consultant:
• Discovered why existing Telstra mobile customers want to cancel their mobile phone plan
• Negotiated the retention of a mobile service & found more suitable solutions for customers • Managed escalated enquiries to resolve the issue, retain the customer and protect the brand
• Provided coaching support to new staff to provide a high speed to competency rate
BupaUnderwriter, Inbound Customer Service Officer
Jan. 2005 - Dec. 2007Adelaide• Processed policies, amendments and cancellations
• Made the final decision on whether to insure nonstandard risks
• Managed opportunities to cross sell general insurance products
• Quoted premium costs through thorough discovery questioning
• Retained existing clients through negotiation
WestpacCustomer Services Consultant
Jan. 2003 - Dec. 2005Adelaide• Managing inbound and outbound calls from customers wishing to discuss their delinquent accounts.
• Negotiated, problem solved and communicated an outcome/arrangement with customers
• Ensured customer enquiries were answered clearly and thoroughly whilst adhering to KPI’s
• Provided exceptional customer service to customers & followed Westpac’s Ask Once mission
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