David Roberts Email & Phone Number

Adelaide, Sa, Au

Adelaide, Sa, Au

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

Adelaide, Australia

- Manage payments for 212 companies with a portfolio of 3800 employees - Manage and distribute funds in excess of $1M per day; daily checks to ensure funds received and paid - Novated motor vehicle leasing; manage approx 1000 leases on behalf of employers, monitor budgets, re-budget leases - Email management; respond to an average of 200 emails/day with most requiring action; pay queries, FBT reporting etc - Maintain employer pay cycles; constant liaison with various payroll departments and staff in ensuring accurate administration of pays - Deal with escalations or complaints around missed deadlines - ATO research; continually maintain up to date knowledge of relevant tax free guidelines in responding to customer queries - Process payment amendments and confirm relevant authenticating documents (eg rent, mortgage, credit card/bank statements) - Close team work in the corporate management of 1000 companies - Data collection and analysis of complaints resolved vs unresolved; produce trending graphs and data, provide video link presentations to leadership - Provide comparison reports on individual team members’ performance to leadership

Adelaide, Australia

Primarily responsible for the management and resolution of escalated complaints received from the Telecommunications Industry Ombudsman (TIO); - Skilfully managed high level complaints from a range of consumers regarding phone and internet issues and serious privacy breaches - Managed up to 20 complex complaints at a time - Dealt with challenging and difficult customers; provided an empathic listening ear and negotiated acceptable solutions - Exercised forethought and discretion in cancelling contracts and provided reasoning (with a high success rate) - Provided creative and innovative solutions to problems in reaching a satisfactory conclusion - Provided feedback to improve business procedures, ie complaint trends, tracing back to root causes - Managed efficient call back schedule and customer expectations in progressing complaints - Networked and liaised with a range of stakeholders including Ministers of Parliament and Ombudsman and completed all correspondence