Max Aebischer Email & Phone Number

Achievements: • championed new business procedures with increased efficiencies and outcomes• consistently performed above the team average in making quality decisions and participant outcomes.Duties and Responsibilities: • analysed complex information, weighed conflicting information and exercised judgement to reach a considered outcome within a legislative framework and constantly changing landscape• dealt and maintained relationships with internal and external stakeholders such as service delivery, legal, and technical advisory teams as well as participants, advocates, support workers and disability service providers• explained complex decisions both orally and in writing in a way that is easily understood• applied the NDIS Act and the NDIA’s operational policy settings to make NDIS plans for schemeparticipants while considering the Agency’s strategic needs and objectives• ensured the internal review of decisions were completed within the NDIA’s quality and timeliness standards• assisted my team in a positive and flexible manner including to adapt and achieve results• lived by the APS Code and NDIA’s Values and promoted a workplace where the Values are applied.

Sydney, Australia

Achievements: • recipient of Customer Service Excellence Award• received frequent positive feedback and compliments from customers and colleagues• regularly was a top case closer greatly assisting the team meet and exceed targets.Duties and Responsibilities: • responded to customer complaints in an independent, timely and appropriate manner• educated and empowered customers through translating complex energy industry information, policy and practices into oral and written plain English• provided referrals of other services and supports to customers such as rebates and EAPA • remained impartial while responding empathetically to customers of diverse backgrounds• created and managed cases, deciding the most appropriate approach to resolve them• used alternative dispute resolution methods to mediate and resolve customer complaints and negotiate reasonable outcomes between customers and their retailers • analysed information and review energy regulations following principles of procedural fairness• worked cooperatively with other teams to resolve cases and improve EWON policy and systems• actively identified systemic issues and complaint trends to inform regulators and stakeholders• trained and developed new investigation officers.

Sydney, Australia

Achievements: • coached a struggling team member to exceed KPI targets• developed tools and improved training materials that increased efficiencies within the customer service department • recipient of EGR Customer Service Operator of the Year award.Duties and Responsibilities: • assisted with staff development and review of KPIs• provided training and coaching of new staff as well as support and feedback to the team• actively identified systems, policies and procedures that required improvement and developed creative solutions to issues• engaged and contacted clients with regards to feedback and complaints and worked collaboratively with our User Experience and Marketing teams in a timely and efficient manner• ran and investigated daily reports on client accounts ensuring compliance to a strict regulatory environment and internal company policies• acted as and provided an escalation point for team inquires, handle difficult and high value clients.

Sydney, Australia

Achievements: • successfully calmed and reassured numerous customers in extremely challenging and life threatening situation until the matter was handed over to the Emergency Services.Duties and Responsibilities:• provided a high level of customer service while handling vast amounts of emergency phone calls in high-pressure scenarios• developed and demonstrated a capacity to remain calm and in control during high pressure situations• completed fast and accurate assessments and decision-making regarding each individual emergency call• adhered to strict protocol and government policies in terms of appropriate procedure• handled sensitive information and adhere to strict privacy guidelines.

Master Of Arts (M.A.), International/Global Studies

Master of Arts in International Studies (Japanese)

Semester Program, Japanese Studies

Activities and Societies: 'Furi Furi' - A university circle (student organised extracurricular group).6 months living in Japan, studying.

Postgraduate Certificate In Asian Studies

Bachelor Of Social Science, Social Psychology, Sociology