Aged Care

Western Adelaide Homelessness Service

Office manager and receptionist in aged care facility.Made redundant 22/6/21

• Approval and payment of all monthly utility invoices for NSW Police stations, VIC Roads and Department of Defence• Focus and strong attention to all details - obvious and less obvious• Balancing and reconciliation of accounts• Prioritising of urgent invoices• Worked remotely during COVID19 pandemic• Temp role

• Management of customer feedback and complaint data from multiple sources including the Telecommunications Industry Ombudsman (TIO), Fair Trading and Australian Communications and Media Authority (ACMA)• Demonstrated urgency to ensure completion of work is within agreed Service Level Agreements• Automation project lead – worked with external robotics company (Deloittes) for seven months to automate Optus’ complaint data and administrative tasks• Training and support of 10 new staff • Monitored and managed numerous email dropboxes • Kept leadership group informed of any major concerns (eg high volumes, trends)• Functioned as part of a team, demonstrated ability to work co-operatively with others

• Professional handling of customer feedback, complaints and dissatisfaction• Comply with applicable industry codes, eg TIO, ACMA, Fair Trading, Consumer Complaints Handling, and Telecommunications Act 1997• Performed as part of a team of 15, demonstrated ability to work co-operatively with others• Professional and friendly telephone skills whilst delivering a high level of customer service

• Provided a high level of customer service to multiple customers via phone and email• Used extensive Consumer product knowledge to resolve queries and meet requirements• Responded accurately and efficiently to all customer enquiries and complaints• Actively identified and helped resolve discrepancies or irregularities with customer billing, discounts and pricing structures• Identify opportunities for Upselling products and services where appropriate• Quality Assessor and provided call quality feedback• Team Leader secondment (9 months)