BRIAN DONALDSON
Carina,QLD
Summary
Results-driven professional with over 15 years of experience at Telstra, specializing in financial hardship solutions, customer service, and sales operations. Demonstrated ability to handle sensitive cases with empathy, drive process improvements, and mentor teams to ensure consistent and compliant customer outcomes. Skilled in leading large-scale customer transitions, such as NBN migration, while maintaining operational efficiency and high levels of customer satisfaction. Known for exceptional service delivery in high-pressure environments, consistently solving problems and communicating effectively. Looking to leverage extensive expertise in public service, compliance, and customer care for a government role within Australia.
Overview
11
11
years of professional experience
Work History
Financial Hardship Officer
Telstra
04.2023 - 10.2024
- Delivered tailored financial hardship solutions to Telstra customers, demonstrating empathy and strategic problem-solving to ensure customer satisfaction
- Analysed customer account data using advanced numeracy skills to create personalised, achievable financial resolutions and leveraged full proficiency in Telstra customer service software and tools to streamline service delivery and expedite issue resolution
- Exhibited superior communication and interpersonal skills, addressing sensitive financial hardship cases with professionalism and care
- Championed a customer-first approach while adhering to Telstra's financial hardship framework and compliance standards to deliver optimal solutions
- Consistently recognised for outstanding customer service, reflected in regular positive feedback from Telstra customers
- Spearheaded the standardisation of financial hardship case handling by initiating a mentoring program, ensuring team members followed consistent processes, significantly reducing the number of outstanding cases
- Facilitated team discussions and training on long-term financial hardship resolutions, promoting a professional and empathetic approach, especially in handling sensitive cases such as domestic violence or customers at risk of self-harm
Customer Sales & Services Specialist - Telstra Energy
Telstra
04.2022 - 04.2023
- Led sales and service efforts for new and existing Telstra Energy customers, serving as the primary point of contact for participants in the Telstra Energy trial
- Fostered collaboration and teamwork across departments, providing actionable feedback to drive continuous improvement initiatives
- Leveraged expertise in Agile Project Management and diverse software tools to streamline operations and enhance project outcomes
- Recognised as a changemaker for successfully integrating customer experience insights into core product offerings, driving improved engagement and satisfaction
Telstra Consultant - 000 Emergency Services
Telstra Corporation
01.2022 - 04.2022
- Assisted the 000 Emergency team during the COVID-19 crisis, managing up to 350 inbound calls per shift and ensuring swift and accurate responses to critical situations
- Rapidly adapted to the role, mastering complex procedures quickly and earning commendation from the Head of 000 Emergency for exceptional support during heightened demand
Inbound Sales & Services Officer
Telstra
01.2019 - 01.2022
- Resolved business customer inquiries on the first call as a Telstra Contact Centre Inbound Sales Customer Service Expert, consistently achieving and exceeding KPI targets
- Strengthened communication and critical thinking skills to ensure high levels of customer satisfaction while delivering timely and actionable feedback to improve service outcomes
Customer Service Representative
Telstra
01.2014 - 12.2018
- Headed the migration of existing Telstra customers from ADSL and copper services to NBN, utilising strong objection handling and TIO complaint resolution skills to ensure a seamless transition
- Acquired in-depth expertise in Telstra's internal software systems, optimising customer service processes and enhancing operational efficiency
Education
Certificate IV in Business - Business
11.2014
Some College (No Degree) - Project Management
01.2015 - 07.2015
Skills
- Financial Hardship Solutions
- Customer Service Excellence
- Team Leadership
- Mentorship & Training
- Objection Handling
- Complaint Resolution
- Agile Project Management
- Process Appraisal
- Customer Experience Integration
Timeline
Financial Hardship Officer - Telstra
04.2023 - 10.2024
Customer Sales & Services Specialist - Telstra Energy - Telstra
04.2022 - 04.2023
Telstra Consultant - 000 Emergency Services - Telstra Corporation
01.2022 - 04.2022
Inbound Sales & Services Officer - Telstra
01.2019 - 01.2022
TAFE QLD - Some College (No Degree), Project Management
01.2015 - 07.2015
Customer Service Representative - Telstra
01.2014 - 12.2018
TAFE - Certificate IV in Business, Business
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Personal Information
Deliver customer-centric financial solutions, leading service excellence initiatives, and driving process improvements across high-pressure environments.
Earlier Career Experience
- Workforce Management Officer | Telstra
- Debt Recovery Officer | Telstra
- Credit Control Officer | Telstra
- Billing Officer | Telstra
Personal Information
Deliver customer-centric financial solutions, leading service excellence initiatives, and driving process improvements across high-pressure environments.
Earlier Career Experience
- Workforce Management Officer | Telstra
- Debt Recovery Officer | Telstra
- Credit Control Officer | Telstra
- Billing Officer | Telstra
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