- End to end trading of a traditionally wholesale business in the direct to public B2C & B2B segments.- Project managing website enhancements and functional changes with developers and other external agencies to drive growth of sales and customer experience.- Merchandising & Inventory management. Uploading product images and copy, pricing adjustments and promo launches.- Performance reporting on all e-commerce trade and providing actionable insights using analytics tools such as Google analytics, Hotjar and Facebook ads manager.- Maintaining website fronted including homepage, categories, landing pages and navigation with a data driven customer centric approach.- Driving best practice customer service and sales framework through implementation of SOP’s.- SEM using Google Ads, purchasing keywords and Ads

As a case manager in customer relations I am responsible for providing the customer with an independent, thorough review of business decisions as a final step within the Internal Dispute Resolution process. This involves working closely with the front line operations management to ensure sound business decisions are made.Reviews are requested by customers who are unhappy with a the intial IDR decision and is an option step before progressing the matter to the Financial Ombudsman Service or Litigating. Decisions made as party of my review are binding on IAG and its subsidiaries

In my capacity within complaint governance for wealth, I manage external disputes primarily lodged with the Financial Ombudsman Service, the Superannuation Complaint Tribunal as well any wealth related dispute addressed to ANZ CEO’s and Chairmen.Key contributors to my success in this role have relied deeply on my strong analytical abilities and stakeholder management. As my role oversees external dispute resolution and complaints governance across all ANZ Wealth businesses a strong focus on people and process has been essential.In addition to the above I have also been responsible for producing the Wealth Complaints Dashboard for the wealth senior leadership team which is an analysis of complaint volumes, costs, risk exposure and a systemic analysis of trends across the individual wealth complaint functions.• Manage complaint submissions and conciliation conferences with FOS and SCT• Conduct impact analysis, quantifying, risks and cost impacts associated with complaints that are escalated to FOS• Govern the internal dispute resolution process by risk based quality sampling • Review each dispute to identify systemic issues, analyse root cause and trends over time and report findings• Providing timely complaints guidance and support to ANZ Wealth business leaders• Engaging heads of and senior leadership to facilitate best outcomes for disputes.• Strong stakeholder management across ANZ Wealth business units• Governing compliance for RG165 regulatory obligations across multiple dispute resolution teams.• Manage losses to lowest possible levels while protecting bank's reputation and dealing appropriately with customer interests• In depth investigation of compliance and legal liabilities

My duties within the Customer Liaison team are the investigation and resolution of complaints lodged against OnePath regarding any product or service provided whilst also case managing the effective assessment of financial hardship claims assessed by the OnePath trustee.• Resolution of complex and simple complaints• Decision making in resolution of all matters• In depth investigation of compliance and legal liabilities• Identification and reporting of process/employee behavioral trends• Effective management of stakeholder expectations• Investigation and resolution of FOS & SCT matters (Financial Ombudsman Service & Superannuation Complaints Tribunal)• Preparing estimates of costs and securing funding of compensation for At Fault matters• Engaging in settlement between the affected parties• Responsible for direct reporting of hardship related matters to ASIC (monthly)• Presenting and preparing all findings for remediation

As a quality checking consultant my duties consisted of an auditing process of work items processed by operational and administration teams within the OnePath & ANZ OneAnswer Super, Investments & Risk product range. My broad skill set gave me the capacity to undertake a comprehensive range of quality processes across all mainstream Superannuation, Investments and Retirement Products including institutional and self managed funds.• Accurately recording any defects found• Providing clear, proactive and direct feedback on defects found• Consistent adherence to set quality standards and checking procedures.• Drive for continuing improvement in Quality by analysing and reporting on key quality issues Contributing and participating within the team to identify root causes of process breakdown• Proactively engage in activities to reduce processing defects in the administration teams, through regular discussion of defects with process owners• Develop cooperative working relationships with stakeholders, to ensure alignment with the goal of improving processing accuracy• Identify re-engineering opportunities in processes and practices that improve quality• Be a role model and champion of Quality