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@agl.com.au
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Ben Castle is listed as CX and Analytics Professional at AGL, a with 1 employees, based in Melbourne, Victoria, Australia. AeroLeads shows a work email signal at agl.com.au and a matched LinkedIn profile for Ben Castle.
Ben Castle previously worked as Customer Experience Delivery Lead at Agl and Reporting & Insights Lead - Data, Analytics & Reporting Solutions Team at Agl. Ben Castle holds Bachelor Of Arts (B.A.), Sociology from Victoria University.
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Beginning my professional career in regulatory compliance and dispute resolution, I transitioned into the world of data and analytics, where I developed the knowledge and necessary skillsets to take a data-driven approach when improving the customer experience and solving business problems, whilst leveraging off my years of stakeholder-management experience.In my role as a CX Delivery Lead, I'm supporting the end-to-end delivery of projects and initiatives to help drive change and improvement for our customer's experience, leveraging off the voice of customer data and insights we've built over the years to help empower these decisions.In my previous role as the Data, Reporting and Insights Lead, my team and I would extract and model data to develop insights, help identify trends, collaborate with business partners, and deliver these insights to help shape solutions to optimise business processes, and reduce operational costs.My passion for data began when collecting, researching and analysing data, which I first developed whilst completing my Sociology degree, and later utilised in my role as a Data Analyst at a management consultancy firm in London, where I provided database and administrative support to account managers and business developers across Europe, before eventually transitioning into a data analyst role back home in Australia.Prior to this, I worked extensively in project management and stakeholder relations, with years of experience in retail, sales, hospitality - in both the public, private and not-for-profit sectors. Specialising in mediation and alternative dispute resolution for the Australian Government, and more recently in the energy industry, I've utilised these skill sets to help resolve issues on projects, and to ensure deadlines are met on time and on budget.I thrive in team environments, enjoy a good challenge, and I love collaborating and sharing innovative ideas towards a shared goal with others.
Listed skills include Stakeholder Management, Change Management, Policy, Blogging, and 29 others.
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Sydney, Nsw, Au
Supporting end-to-end delivery of CX projects and initiatives to drive change and improvement for our customers, leveraging from the data and insights we've built together over the years, to help empower these decisions, and continue our focus on putting the customer first, and as we strive towards our goals for a more sustainable future.
Sydney, Nsw, Au
Ran a team responsible for collecting and analysing data, producing dashboards, reports and insights to help improve the customer experience, reduce operational costs, and improve processes for our stakeholders in Customer Markets and Operations. Leading this team, I was responsible for:- Extracting, Transforming and Loading structured and unstructured data from different sources.- Creating dashboards and reports using Microsoft Power Bi and other Data Visualisation tools.- Process mapping- Speech Analytics - Verint /Avaya- SAP KNOA Insights- Cost reductions- Working with cross-functional teams to improve NPS.We serviced teams within our Training, Quality, Automation group, as well as the broader Customer Markets and Operations teams, both customer-facing (front of house) and Business Process Outsourcing (BPO/Back of House).
Sydney, Nsw, Au
- Certified Green Belt in Lean Six Sigma, utilising these methods to identify and optimise business processes.- Manage and query databases using SQL and Microsoft SQL Server, Hadoop and SAP S/4HANA.- Create reports, dashboards and deliver insights using Microsoft Excel and Microsoft Power Bi.- Create and manage automation functions using Microsoft Power Automate and UiPath RPA.- Manage stakeholder relations and communicate technical concepts in simplified language.
Sydney, Nsw, Au
- Investigating and resolving complaints received from state based Ombudsman schemes for a wide-ranging customer base.- Ensuring the early resolution of cases to assist in positive outcomes and a reduction in escalating case costs.- Collation of case and performance data, to analyse and identify areas in the business that can be improved on in both quality and the customer service experience.- Extensive internal and external stakeholder management used to build and maintain relationships to assist in resolving complaints.- Adhering to and exceeding key performance indicators and service level agreements.
Melbourne, Victoria, Au
- Investigating and resolving complaints received from state based Ombudsman schemes for a wide-ranging customer base.- Ensuring the early resolution of cases to assist in positive outcomes and a reduction in escalating case costs.- Collation of case and performance data, to analyse and identify areas in the business that can be improved on in both quality and the customer service experience.- Extensive internal and external stakeholder management used to build and maintain relationships to assist in resolving complaints.- Adhering to and exceeding key performance indicators and service level agreements.
Melbourne, Victoria, Au
- Investigating and facilitating the resolution of complaints between clients and utility companies.- Adherence to complaint handling policies and processes, focusing on efficient and effective case progression and resolution methods.- Providing impeccable customer service, whist maintaining independence and impartiality between stakeholders when investigating complaints and gathering evidence.
Los Angeles, Ca, Us
- Researched, compiled and analysed data and statistics to help build and maintain the company’s sales and client database.- Provided account managers and clients with reports on market trends and geographical anomalies.- Extensive use of Microsoft Excel, Lotus Notes and other database software to assist in the collation of data and production of formulas and reports.- Worked with account managers and consultants on projects relating to the analysis of data and reports in both the public and private sectors, including retail, the NHS and local governments, and the chemical sectors of the United Kingdom and Europe, resulting in producing content that was published by the company in nationally syndicated news services.
Sydney, Nsw, Au
- Created, implemented and ran an on-line communication service, providing internal holders with real‐time policy advice and clarification on a variety of legislative issues relating to the application of Australian industrial relations laws and instruments.- Assisted with the re‐drafting of the agency’s Operations Manual. This was achieved by meeting with several key stakeholders to determine gaps in policy and knowledge, and developing more efficient ways to publish the content. This lead to the development of an online version of the Operations Manual with a superior search function and accessibility options.- Compiled and published monthly reports containing statistics pertaining to theagency’s use of the team’s online resources.- Created written correspondence and reporting templates, that was utilised agency‐wide on a national basis.- Planned and delivered project work for directors, team leaders and employees in researched compliance legislation.
Sydney, Nsw, Au
- Conducted highly complex and sensitive end‐to‐end workplace investigations into breaches of Australian industrial relations laws, including the preparation of documents, conducting investigative interviews, evidence gathering and report writing.- Provided ongoing education and assistance to employers and other external stakeholders in their legal obligations under Australian industrial relations laws, utilising written correspondence, phone meetings, site visits and face‐to‐face interviews.- Ensured that all investigations had been conducted with integrity in accordance with the Australian Public Service Code of Conduct.- Ran a large‐scale investigation involving multiple legislation breaches, which required overcoming cultural and language barriers achieved by developing alternative methods of two‐way communication in a clear and concise manner. This resulted in resolving complaints for over 80 employees from a single employer and maintaining an ongoing relationship with the employer by providing education and assistance.- Completed comprehensive file notes and correspondence, detailed entitlement assessments and stakeholder presentations.
Other employees you can reach at agl.com.au. View company contacts for 1 employees →
Leanne Quin
Colleague at AglNorth Sydney, New South Wales, Australia
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Cisco George
Colleague at AglAustralia
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Caty Harrall
Colleague at AglNorth Melbourne, Victoria, Australia
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Deepmohan Singh
Colleague at AglAdelaide, South Australia, Australia
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Subhakanta Prusty
Colleague at AglBhubaneshwar, Odisha, India
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K Yep
Colleague at AglGreater Melbourne Area, Australia
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Barb Causby
Colleague at AglGreater Adelaide Area, Australia
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Taylor White
Colleague at AglMuswellbrook, New South Wales, Australia
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Trevor Gladman
Colleague at AglGreater Melbourne Area, Australia
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Amanda Cooke
Colleague at AglHazelwood, Victoria, Australia
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Quick answers generated from the profile data available on this page.
Ben Castle works for AGL.
Ben Castle is listed as CX and Analytics Professional at AGL.
AeroLeads has found 2 work email signals at @agl.com.au for Ben Castle at AGL.
Ben Castle is based in Melbourne, Victoria, Australia while working with AGL.
Ben Castle has worked for Agl, Momentum Energy, Energy And Water Ombudsman (Victoria), Hay Group, and Office Of The Fair Work Ombudsman.
Ben Castle's colleagues at AGL include Leanne Quin, Cisco George, Caty Harrall, Deepmohan Singh, and Subhakanta Prusty.
You can use AeroLeads to view verified contact signals for Ben Castle at AGL, including work email, phone, and LinkedIn data when available.
Ben Castle holds Bachelor Of Arts (B.A.), Sociology from Victoria University.
Ben Castle is listed with skills including Stakeholder Management, Change Management, Policy, Blogging, Talent Management, Management, Interviews, and Organizational Development.
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