J J Email & Phone Number

Melbourne, Australia

The TIO offers a free and independent dispute resolution service for small business and residential customers who have a complaint about their telephone or internet service in Australia. Its members comprise Australian telcos. I manage Telstra and 349 other member telcos. I was previously the primary industry contact point for Vodafone, M2 Group (Dodo, Primus, Commander etc) and Foxtel. • Provided members with detail and clarity around TIO Policies and Procedures. This includes complaint handling procedures, classification levels of complaints, review requests, jurisdiction and obligations. • Monitored complaint data analysis (both numbers and nature) to identify overall complaint trends. I then fed this information back to TIO management. • Fielded escalated enquiries from members.• Demonstrated an excellent knowledge of consumer law and consumer issues and skills in communications, problem-solving and follow up.• Participated in coordinating events involving various stakeholders.• Managed the full registration and deregistration of TIO members.• Built new processes to handle changing circumstances eg changes in members through mergers and acquisitions.• Promoted the TIO Member Online Education project and MNews eLetter to my accounts. • Managed and monitored changes affecting members eg:­- Complex merger and acquisitions involving liquidators, receivers and administrators.­- “At-risk” members – those who may pose significant compliance risks.• Conducted external training sessions about the TIO scheme, its complaint handling processes, industry codes and industry best practice.• Awarded the 2013 TIO “Golden O - Ombudsman Award for Industry Excellence” for my account management of Telstra which was described as “John’s proactive work has improved the relationship between the TIO and Telstra by at least 200%” by Peter Devenish, TIO Relationship Manager.

Melbourne, Australia

I worked with consumers and members to resolve disputes in a professional, effective and efficient way, having regard for the law, good industry practice and the TIO’s jurisdiction, policies and procedures.• Fielded complaints and enquiries from the public.• Dealt with industry members.• Resolved disputes through conciliation and investigation and other alternative dispute resolution methodologies.• Managed complaint case work and new matters involving disputes between consumers and service providers • Assessed whether complaints fell within the TIO’s jurisdiction.• Provided independent advice to consumers and members on how to resolve their disputes.• Maintained accurate records of a dispute and managed this according to TIO processes• Conducted formal investigations - identified key issues, gathered and analysed relevant information and assessed whether a proposed outcome was in accordance with the law, good industry practice, and what is fair and reasonable given all the circumstances.• Communicated investigation outcomes with the involved parties.• Promoted the TIO.

Melbourne, Australia

I was the consumer’s first point of contact. • Analysed complaints to determine jurisdiction and if none, provide appropriate referrals.• Communicated all steps of the process with consumers including via letters. Provided clear, concise reasons where a decision was made not to investigate further.• Recorded potential industry code breaches.• Ensured complaints were actioned and closed within set timeframes. Assessed unresolved complaints to determine if any further action was warranted.• Secured all necessary documentation and evidence before the complaint could be escalated.

Melbourne, Australia

Saise was a small Melbourne-based telco that catered to small to medium enterprise and corporate customers. The entity was acquired by Access Providers in 2005 that specialised in wireless data services, hosting and VPN solutions. My focus was selling voice and data and then upselling wireless data solutions and hosting services.• Managed a team of 12 staff. • Promoted to an Account Manager role and built up a portfolio of over 700 business clients. • Worked in the compliance area and developed its first complaint handling procedures. Managed TIO complaints.• Addressed quality and Service Level Agreements with customers who were experiencing issues.