Summary
Overview
Work History
Education
Skills
Accomplishments
Contact Summary
Timeline
Generic

Catherine Taylor

Joyner,Australia

Summary

I always strive to provide the best possible service to my customers and employer in a professional and effective manner, I am a positive person that always works in a passionate, honest and productive manner. Experience in interpreting and maintaining compliance with AEMO rules and regulations, as well as negotiating with other market participants to ensure best outcomes for all involved.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

17
17
years of professional experience

Work History

Market Transactions Officer

Energy Queensland
08.2021 - Current
  • Doing the team rosters and assign daily operational tasks.
  • Conducted audits and liaised with AEMO auditors.
  • Ensure compliance with AEMO regulations, including 5-Minute Global Settlements and Network Tariff Reform.
  • Review procedures regularly to find efficiencies and streamline tasks.
  • Manage external stakeholder relationships and resolve meter reading/data issues.
  • Create and maintain Customer Details for Basic and Interval Meters.
  • Resolve Transfers-related exceptions.
  • UAT Testing, writing and executing test cases.

Customer Operations Officer (COO)

Energy Queensland
06.2021 - 08.2021
  • As an Essential COO, day-to-day consisted of answering customer general enquiries over the phone, via webchat and email (ECE).
  • A range of subject matters including assistance in billing, procedures in new and existing connections, service orders, transfers, faults and emergency situations or concerns.
  • Safety is EQL number one priority other than keeping the lights on.
  • Each interaction with a customer, these two subjects were in the front of mind.
  • Additionally assisting Electrical Contractors with their paperwork and procedure or guiding them in the direction.
  • Streamlined operational processes by identifying inefficiencies and implementing targeted solutions.
  • Improved customer satisfaction rates by addressing concerns promptly and efficiently resolving issues.
  • Implemented processes that simplified procedures and reduced average processing time.

Market Transaction Officer – NMI SD

Energy Queensland
11.2016 - 06.2021
  • Create, maintain and verify premise data in corporate information systems such as MARS, Peace CIS and Market Solutions to meet customer and market regulations within set timeframes.
  • Continual correspondence with internal and external stakeholders including local and state government representatives, councils, customers and multiple internal teams.
  • Ensure a culture of safety first through implementation of safety plans, audits and hazard management strategies and protection of the environment in accordance with corporate standards and operational legislative compliance.
  • Resolve Premise data related issues and systems and market exceptions caused by data errors through auditing of corporate data systems.
  • Efficient handling of complex enquiries including Government Liaison escalations.
  • Properly processed deposits, withdrawals and payments for average of 30 customers daily.
  • Reduced transaction errors through meticulous attention to detail and thorough documentation.
  • Developed strong relationships with clients through effective communication skills and understanding of their specific needs.
  • Assisted in the training of new Transaction Officers, sharing knowledge and expertise to ensure their success.
  • Increased customer satisfaction by providing prompt, accurate, and personalized service during transactions.

Member Relations Consultant

RACQ
02.2014 - 11.2016
  • Maintain records of communication with stakeholders and investigation outcomes.
  • Investigations were about staff, contractors and customers.
  • Cases involved gathering information and preparing a response to be delivered to both customers and stakeholders.
  • The cases could vary from open to closed in one day to lasting as long as 3 to 4 months, with as many as 50 open cases at one time.
  • Daily deadlines are to be met, and information is followed up, with customers being contacted by the set agreed timeframes.
  • All outcomes no matter for or against are given in a professional and engaging manner.
  • Monthly Advocacy meetings to discuss cases and outcomes.
  • Investigations were over the phone or face-to-face, covering all of Queensland.

Quality Assurance Officer

RACQ
09.2008 - 12.2014
  • Complete call quality monitoring of membership business transactions for all staff in the Contact Centre within stipulated timeframes to ensure business rules, guidelines and standards are adhered to.
  • Monitor all calls relating to babies being locked in vehicles, to ensure all mandatory processes are completed.
  • Analyse and recommend changes to policy and processes including call Quality guidelines.

Education

High School Diploma -

Senior Certificate
Holsworthy, NSW
12.1986

Skills

  • Work coordination
  • Strategic planning
  • Innovation and creativity
  • Safety protocols
  • Teamwork and collaboration
  • Attention to detail
  • Organizational skills
  • Multitasking
  • Team building

Accomplishments

  • Licensed Insurance Training
  • LRQA Auditor Course
  • Complaint Management Workshop Solutions
  • Customer Focus Courses
  • Winner of the RACQ Innovation Challenge 10/2010

Contact Summary

Bianca Leishman Ph: 0409 824 486

Alecia Osborne Ph: 0417 443 672

Timeline

Market Transactions Officer

Energy Queensland
08.2021 - Current

Customer Operations Officer (COO)

Energy Queensland
06.2021 - 08.2021

Market Transaction Officer – NMI SD

Energy Queensland
11.2016 - 06.2021

Member Relations Consultant

RACQ
02.2014 - 11.2016

Quality Assurance Officer

RACQ
09.2008 - 12.2014

High School Diploma -

Senior Certificate

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Catherine Taylor