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Olivia Mcculloch Email & Phone Number

Customer Vulnerability Team Leader at EnergyAustralia
Location: Melbourne, Victoria, Australia 7 work roles
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Current company
EnergyAustralia
Role
Customer Vulnerability Team Leader
Location
Melbourne, Victoria, Australia
Company size
1861 employees

Who is Olivia Mcculloch? Overview

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Olivia Mcculloch is listed as Customer Vulnerability Team Leader at EnergyAustralia, a company with 1861 employees, based in Melbourne, Victoria, Australia. AeroLeads shows a matched LinkedIn profile for Olivia Mcculloch.

Olivia Mcculloch previously worked as Vulnerability Team Leader at Energyaustralia and Customer Welfare Agent / Acting Team Leader at Energyaustralia.

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Email format at EnergyAustralia

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EnergyAustralia

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Profile bio

About Olivia Mcculloch

I am an experienced customer service specialist who achieves strong results by building trust with customers and team mates through my positive and cheery wholehearted self. I have an enthusiastic personality which thrives in a learning and growth environment. Specialising in utilities hardship, energy efficiency and regulatory compliance, I receive constant feedback from customers and colleagues that the conversations I am having are beneficial and a positive interaction.Specialised Skills include:• Leadership – I focus on empowering the team and working within their abilities to ensure an achievable goal develops into a successful outcome whilst building a sense of common purpose for the team. • Coaching – Leading coaching sessions with agents to work towards business KPI’s, developmental goals and ensuring they are aware of their week-on-week/year to date progression.• Adapt quickly to change - I accept change and work flexibly to ensure I can remain up to date and on board with new processes and regulatory and business changes. • Compliance - Strictly following knowledge base system ‘IKnow’ by continually following each task on every call to ensure that regulatory requirements are met, and risks reduced. • Multitasking – Having to use multiple systems at once whilst simultaneously conversing with customers and keeping a steady call flow. I also focus on completing notes during the call rather than after to save on ACW.• Customer service - I provide an empathetic approach to our most vulnerable customer’s situation and needs as demonstrated through the rapport I build with our customer’s and relayed back through their positive NPS responses. • Detailed orientated - I ensure to remain diligent and compliant through proof reading before submitting customer requests ensuring all processes were followed as per ‘IKnow’.• Problem solving - By listening to and building rapport with our customers, I was able to offer the best solutions while incorporating the customer’s desired outcomes and reflecting that they are our priority.• Time management/flexible - I prioritise our customer's time and needs. I do this by staying focused on call flow and bringing the conversation back to discussing the accounts. I will also assist on extra tasks at late notice.

Current workplace

Olivia Mcculloch's current company

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EnergyAustralia
Energyaustralia
Customer Vulnerability Team Leader
melbourne, victoria, australia
Website
energyaustralia.com.au
Employees
1861
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Company profile
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7 roles

Olivia Mcculloch work experience

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Vulnerability Team Leader

Current
Energyaustralia

Melbourne, Victoria, Australia

Feb 2023 - Present

Customer Welfare Agent / Acting Team Leader

Energyaustralia

Melbourne, Victoria, Australia

  • I assist vulnerable customers with tailored payment solutions with the goal of getting them to sustainable electricity and gas usage amounts. Achievements:
  • Acting team leader – lead and coach the team to deliver and improve on KPI results such as decrease in ACW and exceeding NPS. Team morale and participation increased.
  • Specialised support team - provide support and assistance to agents ensuring processes are followed correctly and that we are doing the right thing to lead change.
  • AER reporting - Successfully contributed to Energy Australia’s quarterly AER reporting for the Hardship Program indicators through validating and displaying data.
  • Specialised pilot team – involved in a pilot team to think outside of the box and provide above and beyond support to vulnerable customers
  • Key member of the team - provide valuable support and feedback to people leaders and colleagues by confirming information and data, being present and reliable.
Mar 2020 - Feb 2023

Customer Energy Expert

Energyaustralia

Melbourne, Victoria, Australia

I supported agents through a dedicated support chat who were speaking with customers and handling enquiries across all channels whilst taking ownership of operational processes and exceptions across the customer lifecycle, helping the prevention of issues and resolution as required. My aim was to work on continuous improvement for both customer and.

Aug 2022 - Oct 2022

Customer Solutions Agent

Energyaustralia

I spoke with customers to solve their general and complex enquiries. I filled their knowledge gaps and confidently took control of situations where past experiences were not up to the customer’s expectations, ensuring them they were speaking with the right person. I was approached to be upskilled on how to take Family/Domestic violence calls and follow new.

Oct 2018 - Mar 2020

Accessories Sales Consultant

Peter Stevens Motorcycles

Geelong, Victoria, Australia

I delivered a high-quality level of customer service to which the customer was listened to confirm the most suitable level of product required for their individual riding situation. I was successful in an unfamiliar environment with the highest number of sales multiple months where I had no prior knowledge or background in motorcycles or their accessories.

Feb 2017 - Oct 2018

Fast Food Team Member

Kfc

Ocean Grove, Victoria, Australia

Aug 2012 - Feb 2017

Fast Food Team Member

Fish And Chickens

Drysdale, Victoria, Australia

Mar 2014 - Nov 2016
Team & coworkers

Colleagues at EnergyAustralia

Other employees you can reach at energyaustralia.com.au. View company contacts for 1861 employees →

JV John Vendel John Vendel Colleague at Energyaustralia Melbourne, Victoria, Australia, Australia View → LA Lidia Angelova Lidia Angelova Colleague at Energyaustralia Greater Melbourne Area, Australia View → FA Farhan Ahmed Farhan Ahmed Colleague at Energyaustralia Melbourne, Victoria, Australia, Australia View → BR Bob Rachubinski Bob Rachubinski Colleague at Energyaustralia Victoria, Australia, Australia View → RC Russell Cook Russell Cook Colleague at Energyaustralia Victoria, Australia, Australia View → SG San Godawela San Godawela Colleague at Energyaustralia Greater Melbourne Area, Australia View → DC Dhavalraj Chauhan Dhavalraj Chauhan Colleague at Energyaustralia Yallourn North, Victoria, Australia, Australia View → CT Cassandra Tolsma Cassandra Tolsma Colleague at Energyaustralia Australia, Australia View → AB Anthony Boyling Anthony Boyling Colleague at Energyaustralia Portland, New South Wales, Australia, Australia View → NL Natalia Le Sage Natalia Le Sage Colleague at Energyaustralia Greater Melbourne Area, Australia View →
FAQ

Frequently asked questions about Olivia Mcculloch

Quick answers generated from the profile data available on this page.

What company does Olivia Mcculloch work for?

Olivia Mcculloch works for EnergyAustralia.

What is Olivia Mcculloch's role at EnergyAustralia?

Olivia Mcculloch is listed as Customer Vulnerability Team Leader at EnergyAustralia.

Where is Olivia Mcculloch based?

Olivia Mcculloch is based in Melbourne, Victoria, Australia while working with EnergyAustralia.

What companies has Olivia Mcculloch worked for?

Olivia Mcculloch has worked for Energyaustralia, Peter Stevens Motorcycles, Kfc, and Fish And Chickens.

Who are Olivia Mcculloch's colleagues at EnergyAustralia?

Olivia Mcculloch's colleagues at EnergyAustralia include John Vendel, Lidia Angelova, Farhan Ahmed, Bob Rachubinski, and Russell Cook.

How can I contact Olivia Mcculloch?

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