Daniel Bevan Email & Phone Number

Sydney, NSW, AU

Penrith, New South Wales, Australia

Penrith, New South Wales, Australia

Sydney, Australia

• Senior Customer Service Officer reports to the Customer Care Leader NSW, and is responsible for managing 2nd level customer enquiries, escalations and complaint resolution through inbound calls, email and case.
• Responsible for assignment of cases and emails according to the daily workload plan & daily team performance reporting
• Exceed Customer Response times. Supported reduction response times from 3days to under 4hours. I continue to meet SLA and take on additional tasks.
• Point of contact for Team escalations, financial hardship cases, debt collection matters & Ombudsman/ministerial investigations/disputes for a fulltime period of approximately 3 Months, and Ad-hoc basis after that.
• Acted as Work Health & Safety officer (WHS) for a period of 12 months. This role involved being the point of contact for site related WHS matters. Also responsible for monthly reporting of key metrics such observations.
• Represented Transurban in Philippines to assist in the training of new call centre agents as part the Call Centre transition project. Additional responsibilities included the development of the training documentation.

Sydney, Australia

• Project Delivery Assistant was responsible for the management of the NSW Knowledge Management and Delivery Platform used by the Call Centre and Customer Care Teams. Accountable for the review, design and maintenance of.
• Account Closure Contact Campaign - Involved the Identification of 25,000 discontinued product accounts and subsequent closure. Responsible for all customer communication and collating all relevant response feedback.
• Developed a suite of reporting and tracking processes to collate customer data and progress
• Provided monthly reporting to stakeholders to provide data for forecasting for inbound calls and enquiries
• CRM System Migration- Involved the Investigation and identification of data issues/errors on accounts and providing processes in line with policies and procedures.
• Creation of Work Instructions to document new system process flows, as well as Post Verification Testing(PVT) & User Acceptance Testing(UAT) of the new CRM system at the time of implementation.

Sydney, Australia

• Customer Service Officer was responsible for managing customer enquiries, escalations and complaints through all channels.
• Responsible for inbound phone calls and email communications.
• Account activity such as opening, maintaining and closing customer accounts, e-TAG enquiries, payments and debt collection enquiries.
• Investigating complex disputes.