Ryanne Stuart Email & Phone Number

Melbourne, Victoria, Australia

• Providing customers, internal and external stakeholders with product information; including information on products, orders, and warranty enquiries.• Collating and providing feedback to the business and internal stakeholders on products and customer experience so upstream impacts are identified and improved. • Contribute relevant and valuable information during team interactions.

Melbourne, Victoria, Australia

• Work allocation and reporting for onshore teams and consumer complaints manager.• Consistent and precise daily data reporting to the Senior and Extended Leadership Teams within my business unit, reporting on incoming and outgoing work volumes.• Triage and distribute low level and escalated complaints to the appropriate onshore and offshore teams as requested.• Training onshore and offshore colleagues in the Gatekeeping function.• Daily management of three centre inboxes.• Working unsupervised and ensuring confidentiality and security on all levels of the Business Unit daily.• Actively participate in team briefs/meetings.• Assist colleagues and other business units with enquiries, system searches and identifying coaching opportunities.• At peak times, assisted by managing resolution of complaints for consumer customers. This included keeping the customer informed of progress on resolution activities, ensuring acceptance and awareness of planned outcomes.• Prepare correspondence including letters and emails that was of a standard to uphold a professional image in line with Telstra’s values; ensuring the message was accurate, clear, delivered in the appropriate tone and aligned to strategic Customer Advocacy goals.• Contribute to the strategic and episode NPS targets.

Melbourne, Victoria, Australia

• Managed resolution of complaints for consumer customers. This included keeping the customer informed of progress on resolution activities, ensuring acceptance and awareness of planned outcomes.• Prepared correspondence including letters and emails that was of a standard to uphold a professional image in line with Telstra’s values; ensuring the message was accurate, clear, delivered in the appropriate tone and aligned to strategic Customer Advocacy goals.• Assisted in the vetting of correspondence for colleagues, including letters and emails to ensure these were in line with Telstra’s values and standards; ensuring information was accurate, clear, and delivered in the appropriate tone for the intended audience. • Working unsupervised and ensuring confidentiality and security on all levels of the Business Unit daily.• Actively participated in team briefs/meetings.• Assisted colleagues and other business units with enquiries, system searches and identifying coaching opportunities.• Training new colleagues in the Complaints Management role.

Darebin, Victoria, Australia

• Customer service• Data entry• Referral of customers to relevant agencies for assessments, courses, and assistance• Assessment and processing of forms for payment of allowances and benefits• Providing customers with advice and relevant literature to assist them in making informed decisions