Adrian Morris Email & Phone Number

Netherlands

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Returning from a period away from work to lead Customer Service across key strategic initiatives and projects.Utilised strong stakeholder management skills and relationships to support delivering business priorities including uplifting NPS, preventing scams, increasing revenue and decreasing costs through e-mail and call reduction. Lead Customer Service Optimisation, a customer-service focused agile-squad, into Transurban's Customer Experience and Operation's agile initiative sync, creating connection between Customer Service and delivery squads within the business towards our strategic priorities and KPI's.

Established and embedded the Service+ function within Customer Service, a newly established team of advisors that practice agile inspired ways of working to focus on new ways to support customers by identifying process improvement opportunities, recognizing customer pain points and look for new and innovative ways to support customers in moments that matter.Evolved the Service+ function to build positive relationships with key stakeholders across Customer and Technology and support adoption of agile inspired ways of working across wider customer teams.

Melbourne, Victoria, Australia

Supporting the development and implementation of Linkt Assist One, a dedicated contact centre team to assist customers experiencing hardship and vulnerability during the COVID19 period and deliver Transurban’s COVID19 initiative, Toll Credit Program Phase 2.

Melbourne, Australia

Part of the foundation team established as Transurban’s first dedicated National Hardship Assistance Program Linkt Assist, supporting customers experiencing hardship and vulnerability who are unable to pay their toll travel. Assisted to evolve and transform the Linkt Assist program of support by developing innovative new ways to assist customers and build greater awareness of the program both internally and externally, to provide an exceptional customer experience and become a subject matter expert of hardship at Transurban

Melbourne, Australia

Worked alongside the NAB Assist leadership group to provide a point of contact and subject matter expert for NAB’s retail lending financial hardship team, focusing on providing an exceptional customer experience and ensuring the business united operated efficiently.

Melbourne, Australia

Acted as a first response advisor, required to discuss and assess financial hardship options for retail lending customers who are experiencing hardship and vulnerability, while operating under NAB’s internal policies and procedures, and ensuring compliance with relevant regulation.

Melbourne, Australia

Employment while completing high school and my first year of tertiary study.Responsibilities included working as a register operator, independent operation of entertainment, lay-by and refund desks, as well as on the floor customer service and stock duties.

Comparative Law

Studied Comparative Law on virtual collaborative exchange at Stockholm University, Sweden, while Australia's international borders were.

Bachelor Of Laws (Llb) And Bachelor Of Commerce (Bcom)

Environmental Economics

Studied Environmental Economics on virtual exchange at Aalto University, School of Business between June-July 2020.

Education record