• Accept, acknowledge, investigate and resolve complaints in accordance with Telstra’s Complaints Management Process and guidelines set by the Corporation, and TIO .• Experienced in managing Level 2 and 3 complaints escalated by the office of TIO.• Managing complex disputes escalated by the Consumer Affair Tribunals.• Managing complex cases escalated by the external Financial Institution through correction exchange (enquires raised by financial institutions and financial industry ombudsman). These enquires are received due to changes in privacy law.• Handling of complaints, responses and enquiries of high priority on behalf of the Customer Relations Team Manager, the Office of the Chief Executive Officer, and the Executive Director of Billing and Credit Management.• Investigating and preparing written responses for the participants in accordance to the TCP and ACMA codes.• Liaising with other departments (i.e. billing, faults, factoring companies, etc) within Telstra and outside (factoring companies, credit reporting institutions, financial counsellors) for detailed investigation. • Processing of Customer Claims for Compensation.• Monitoring high-risk and rapid acquisition accounts.• Extraneous requests from other internal departments for further investigation on billing and credit management issues. • Subject Matter Expert. • Regular one on one session with level 0 & 1 teams and provide coaching where appropriate. • Assisting complaint reduction group by actively participating in complaint reduction projects. • Experienced gatekeeper for customer relations team. As part of this role, I have to do preliminary investigation and assign complaints to case managers

• Corporate and individual Credit assessment via Credit assessing bureau (VEDA, DNB)• Manual assessment of Companies, and Individuals,• Verifying companies profile, ABN and ACN via ABR and ASIC website,• Soft collections of over dues, and Technical assistance for Vodafone retailers,• Activation of Mobile phones and data bundle’s, • Customer service for Customers and retailers of Vodafone services, like transfer of titles.• Call centre experienced