Olivia D Email & Phone Number

Ivanhoe East, Vic, Au

Ivanhoe East, Vic, Au

Sydney, Nsw, Au

Design and delivery of the service excellence framework for Westpac Group's Customer Solutions teams. The framework is a broad suite of programs that includes QA, compliance and risk management, Voice of Customer research and continuous improvement initiatives. Our capability uplift program is a central plank and includes induction support and skills development pathways for complaint handlers and managers. I have used my stakeholder management strengths over the past 4 years to engage with senior leadership and get buy-in for the investment of time and funds to roll out training that has shifted our service from a process focus to a new mindset of care for the customer. At the same time I have ensured compliance with new regulatory requirements, which has involved extensive knowledge and skills training for our teams.

Managing the finances of this community group, and spearheading fundraising efforts for a Hall renovation.

Melbourne, Victoria, Au

Consulted in the transition phase into the new complaints body from FOS to AFCA. Designed and delivered elearning and F2F training for complaint handlers in the expanded jurisdiction. Wrote the training for AFCA's new superannuation jurisdiction. Reviewed AFCA's leadership development pathway and made recommendations re third party providers.

Melbourne, Victoria, Au

Created a new quality framework for the complaints handling teams, using quality activities to drive continuous improvement and a culture of personalised customer service. Designed and delivered training to strengthen capability of the teams in dispute resolution skills. Managed the Quality & Capability team, coached them in their coaching/feedback skills. Created reporting that linked quality measures with NPS results, which gave insights about specific areas to target for improvement in customer satisfaction. Having an evidence base was a powerful motivator for staff to change their complaint handling practices.Net Promoter Score lifted over 50 points in a six month period.

Developed new quality framework for FOS, achieving agreement amongst diverse internal stakeholder groups on a set of unified measures for the whole organisation. The aligned measures allowed visibility of all teams’ results side-by-side, as well as considerable efficiency gains and a more person-centred service culture.Managed market research program and used insights from data to drive improvements in service delivery. Initiated and managed continuous improvement projects.

• Managed diverse complaints handling teams• Coached staff on strategies to resolve complaints• Created a culture of accountability as well as psychological safety• Recruited, trained and mentored staff• Monitored and reported on team performance against KPIs• Developed and delivered training programmes

Conducted conciliation conferences between customer and company. Achieved case resolution rate in the high 70% range and received 90%+ satisfaction feedback ratings from parties.• Investigated and resolved complex disputes• Identified and reported systemic issues• Recruited, mentored and trained new staff• Designed and delivered training• Reviewed processes for continuous improvement

Master'S Degree, Dispute Resolution

Applied Project Management, Project Management

Conflict Management Coach, Peace Studies And Conflict Resolution

Diploma Of Professional Writing And Editing, Creative Writing

Nationally Accredited Mediator, Mediation