I am responsible for the effective management of reporting, analysis and quality of Customer Relations, complaint data as well as activities throughout the business that pertain to complaint prevention and service improvement. This includes recommendation for change within existing policies and procedures to ensure high customer service standards. This also includes the management of key inter-organisational and external relationships regarding customer complaints and providing effective and… Show more I am responsible for the effective management of reporting, analysis and quality of Customer Relations, complaint data as well as activities throughout the business that pertain to complaint prevention and service improvement. This includes recommendation for change within existing policies and procedures to ensure high customer service standards. This also includes the management of key inter-organisational and external relationships regarding customer complaints and providing effective and timely feedback and recommendations to the Customer Relations Manager. Show less

Working with many different Ombudsman schemes has enabled me to gain a level of understanding of not only what customers require to resolve a complaint but also the level required to ensure industry standard is met when resolving disputes. In doing so, I possess high level of verbal and written communications skills along with organization and negotiation techniques to manage an ongoing and complex complaint portfolio.

The role of a TIO liaison specialist is to be primarily responsible for managing and resolving a portfolio of high-level customer complaints. I was required to liaise with the Telecommunications Industry Ombudsman (TIO) and Telstra customers in bringing complaints to a satisfactory and reasonable resolution for both the customer and the TIO. I have a customer first attitude and have demonstrated the ability to meet & exceed deadlines; because of this I was responsible for level 2+ complaints… Show more The role of a TIO liaison specialist is to be primarily responsible for managing and resolving a portfolio of high-level customer complaints. I was required to liaise with the Telecommunications Industry Ombudsman (TIO) and Telstra customers in bringing complaints to a satisfactory and reasonable resolution for both the customer and the TIO. I have a customer first attitude and have demonstrated the ability to meet & exceed deadlines; because of this I was responsible for level 2+ complaints with-in Telstra Business. I have been proficient in identifying and providing appropriate solutions with all key stakeholders within prescribed timeframes. Show less