Caroline (Cas) Steele

High level conversations with vulnerable customers regarding their circumstances, implemented comprehensive and achievable debt management plans/payment arrangements

Provided advice on managing and reducing energy consumption
Provided discretionary financial assistance on a case by case basis

Monitored accounts, usage, payments and recalculations quarterly

Regular team meetings to discuss how we can continue to best assist customers experiencing hardship

Regular interaction with welfare agents to work together assisting mutual customers/clients

Running training seminars for neighbourhood houses so they had a good understanding of our program

Managing deceased estate accounts

Selected to be part of a small Migration Team and successfully moved more than 30,000 accounts and existing debt to a new billing platform

Helped large volume of customers every day with positive attitude and focus on customer satisfaction

Responded to customer calls and emails to answer questions, provide energy advice, arrange payment plans and connections/disconnections

Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously

Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service

Consistently met and exceeded targets and KPI's

Handle complex customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure sufficient resolutions.

Handle and resolve Telecommunications Industry Ombudsman (TIO) Level 1 and Level 2 complaints.

Manage large volumes of incoming calls.

Adherence to Vodafone sales processes, procedures and values.

· Performance against KPIs and weekly objectives.

Work as part of a team to ensure customer service standards are maintained at all times.

Maintain accuracy at all times when handling assigned tasks.

Build sustainable relationships and trust with customer accounts through open and interactive communication.

Provide accurate, valid and complete information by using the appropriate methods/tools.

Maintain professional work relationships with colleagues, supervisor and managers.

· Assist customers to access, navigate or interpret services across a range of payments, programmes and services.

· Actively promote, demonstrate and, where appropriate, refer customers to the department’s self-managed and digital services.

Resolve routine customer enquiries and escalate where appropriate through formal channels.

Assess the needs, requirements, entitlements and obligations of all customers.

Determine and facilitate payments to customers.

Advise customers on legislation, policy, procedures payments and services administered by the department.

Resolve routine customer complaints and escalate complex complaints and/or systemic issues where appropriate.

Provide advice, procedural guidance and on-the-job support to other service officers.

Participate in quality assurance activities and check adherence with relevant legislation.

Actively participate in business improvement programs.

Responsibility for creating and providing weekly reports of team statistics to superiors.

Attend interviews for prospective demonstrators.

Lead unit meetings each month to ensure team morale and productivity were always high and that members had the opportunity to discuss issues or concerns in an open and supportive forum.

Train new team members and assist with goal and target setting for both short and long-term periods.

·Travel around Tasmania and update marketing materials, maintain data records, and liaise with Newsagencies.

Develop business relations with clients throughout Tasmania to promote and strengthen professional relationships.

Attend Professional Development courses in both Melbourne and Tasmania to continually develop product knowledge and establish networks.

Provide assistance to the Senior Financial Planner and assist with duties such as client transactions, data entry, general office duties, reception duties, record and data management while ensuring that all tasks are completed efficiently and effectively.