Chris W. Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Answering customer queries regarding UniSuper’s products and servicesFocusing on first contact resolution through effective handling of customer enquiries and escalationsAccessing data for customer enquiries within acceptable service standardsAdvocacy of UniSuper products and services with a focus on retentionLiaising with other internal areas to provide answers for customersAdministering all inbound channels based on customer demandProtection of customer data by adherence to all privacy and compliance requirementsLook for ways to improve the employee/member experience though a lens of simplification and/or efficiency

Melbourne, Victoria, Australia

On behalf of Hostplus:Managing, investigating and resolving a high volume of diverse complaints via email, post, and phoneContinuous monitoring and triage of emails in an efficient mannerRaising potential breaches, process improvements and feedback for staff with managementPreparing of reports for the Resolutions Manager as and when required

Melbourne, Victoria, Australia

Managing, investigating and resolving a high volume of diverse complaints via email, post, and phoneContinuous monitoring and triage of emails in an efficient mannerRaising potential breaches, process improvements and feedback for staff with managementPreparing of reports for the Resolutions Manager as and when required

Melbourne, Victoria, Australia

Producing regular and ad-hoc reports for insights on strategic challenges, opportunities and business risksCompleting annual stakeholder surveys, engaging and coordinating with all areas of the businessLeading the User Acceptance Training program for a Fund-wide IT provider transitionResearch and data gathering, including combining data sets to answer questions and address challenges

Melbourne, Victoria, Australia

Retaining members looking to rollover to competitors, through general advice and product comparisonProviding efficient, high-quality customer service for members with Hostplus Pension and ChoiceplusInternal documentation editing, and proofreading fund documentation such as PDS and IBRProviding guidance and assistance to co-workers as a senior within the team

Melbourne, Victoria, Australia

Providing high-quality customer service to members and employersAs part of a dedicated team, providing assistance to members in severe financial hardshipIdentifying, and collating product and process enhancements for the relevant business unit to reviewHandling all internal mail duties for the contact centre

Melbourne, Victoria, Australia

Subject Matter ExpertProvided customer service to both consumer and business Optus mobile customersProvided customer service and technical support to Optus business DSL customersPromoted twice to a Subject Matter Expert role within both the Optus mobile billing and Optus DSL technical support teamsCoached a number of groups of new starters for 2-3 weeks at-a-time each providing floor support, knowledge and encouragementAccepted into the future leaders programProvided knowledge and support in the role of a Subject Matter ExpertManaged my team in the capacity of an Acting-Teamleader when required ie: running reports, sending out day-to-day call statistics to representatives and watching the phone queues. Filled-in as a Customer Liaison Officer taking escalated calls/complaintsDocumented commonly used and useful information into a single document for representative's reference and support.Assisted with internal knowledge base corrections and updates. Acted as an advocate and designer for AEGIS' intranet

Melbourne, Victoria, Australia

Providing customer service and technical support to Telstra BigPond Home Dial-up customers over the phoneSetup, configuration & troubleshooting of dial-up connectionsAnswering questions related to products and servicesCreated manuals to assist with support to staffPart of a specialised team providing support for Apple Mac OS X users and Telstra's iCall Waiting product

Melbourne, Victoria, Australia

Researching & writing user manuals on graphic designWeb page creation and image manipulation utilising both Adobe's and Macromedia's product suites ie: Dreamweaver & PhotoshopAdministration/Customer Service

Psychology, Information Technology

Rg146 (Superannuation Essentials), Superannuation

I hold a current RG146 from ASFA.

Education record

Superannuation

Call Centres