In summary, the Operations & Improvement lead is a proactive, adaptable, and collaborative professional role where I drive continuous improvement, ensure effective communication, and leveraging data analytics for operational optimization, contributing to a positive and engaged work environment.Key skills includedTeam motivation and performance management.Adaptability and re-prioritization skills.Collaboration and agenda planning for team meetings.Feedback collation for improvement initiatives.Development and delivery of team communications, dashboards, and metrics.Introduction and support of new data visualization services.Notable Achievements in this role include:Implemented a standardized update format for clear and consistent communication.Drove continuous improvement activities, coordinated working groups, and maintained a tracker.Delivered measurable outcomes in efficiency, effectiveness, and quality.Contributed to the review and implementation of CMS and cloud CRM platforms (ongoing)Acted as a Subject Matter Expert (SME) for industry and complaint management, process improvement and system updatesChampioned a positive and engaged change environment.Utilized data analytics to recommend operational changes for optimization.Monitored data for weekly trend analysis, supporting operational planning and identifying improvement areas.

My role as Investigations Officer is to assess complaints as a member of the Initial Response Team (Early Resolution Team). I am responsible for reviewing information received from customers and providers and delivering outcomes using dispute resolution techniques. I have assisted with the development and delivery of training programs, as well as providing feedback to the larger Investigations Group (Dispute Resolution Team). During this period, I also had the opportunity for two secondment roles which are outlined below. Please note the role name changed to Early Resolution Officer in 2020 and Conciliator in 2022, however substantive duties remained the same.

My role as a Team Leader was to manage the daily operations of the Initial Response Team at the Energy & Water Ombudsman NSW. This included management of direct reports, fielding escalations from both customers and external stakeholders, development, and deployment of coaching and other learning initiatives. This was an interim role created during a transitional period as a result from the impacts of Covid-19. This role saw a range of challenges to manage the contact centre during a transitional period within the organisation and involved direct reporting to the organisation's leadership group. During this tenure, I also was involved in the recruitment and onboarding of new staff remotely. This role evolved rapidly during this period and the scope of duties shifted significantly as the organisation was adapting to Covid-19. It included a hybrid component during lockdowns in Sydney during the pandemic. During this period I was able to ensure the employment of all staff and ensuring the team was able to work remotely.

My role as Senior Investigations Officer was to assist the Investigations Manager. I did this by assisting with the review of cases with Investigations Officers, managing escalations, identifying training opportunities, discussing feedback relating to casework and providing a range of administrative functions to ensure smooth work within the team. I conducted this role in addition to daily operations as an Investigations Officer.

My role as Customer Experience Consultant required me to deal with a broad range of customer inquiries. These included fee and billing inquiries, account inquiries, upselling and cross selling products, as well as determining how best to assist the customer. The role also required compliance with various procedures and financial legislation.