Charli Walker
ARDEER,VIC
Summary
Versatile and results-driven professional with proven experience in dispute resolution, customer advocacy and account management across regulated industries. Skilled at managing complex complaints from end to end, collaborating with stakeholders to achieve fair outcomes and delivering empathetic support to vulnerable clients. Adept in formal correspondence, root cause analysis, regulatory compliance (including ASIC) and business process improvement. Recognised for problem-solving, resilience and the ability to build strong relationships that enhance customer satisfaction and operational efficiency.
Overview
8
8
years of professional experience
Work History
Customer Care Representative
Air Liquide Australia & New Zealand
06.2022 - Current
- Exceeded KPI targets for time-to-resolution, service quality and first-contact resolution management
- Collaborate with internal stakeholders to resolve asset-related disputes, provide practical resolutions and ensure compliance with industry standards
- Maintain customer records, ensure contract compliance and provide proactive service support to drive customer satisfaction
- Manage end-to-end customer complaints and disputes, including investigation, resolution and formal written communication of outcomes
- Responsible for managing a caseload of invoice and asset disputes
- Worked autonomously and remotely while maintaining high service standards
- Support vulnerable customers experiencing financial hardship, negotiating flexible solutions and maintaining empathy and professionalism
- Provide feedback to internal departments including accounting to improve workflow and service efficiency
- Contributed to new business integration projects, streamlining services following the merger of two divisions and enhancing the customer experience
- Drafted formal customer communication outlining investigation findings and next steps
- Worked autonomously and remotely while maintaining high service standards
- Maintain customer records, ensure contract compliance and provide proactive service support to drive customer satisfaction
Claims, Sales & Customer Service Representative
Insurance Australia Group (IAG) Limited; - Swann Insurance
01.2021 - 06.2022
- Resolved over 100 client policy matters daily, ensuring service quality and regulatory alignment
- Managed customer complaints, policy disputes and escalations in accordance with ASIC guidelines and internal compliance protocols
- Liaising with customers to endorse & discuss policy (inbound/outbound/email)
- Exceeding daily & monthly KPI’s (i.e. strike rate, sale targets, meeting monthly budgets)
- Provided tailored information on policy terms, conditions and coverage, assisting clients in understanding legal obligations
- Handled sensitive customer disputes and escalations, ensuring adherence to strict privacy policies and compliance frameworks
- Delivered personalised support to vulnerable customers, achieving equitable resolutions in cases of financial stress or complexity
- Knowledge of underwriting rules and matrix
- Maintained strong knowledge of legal and regulatory requirements
- Liaised with legal, underwriting and finance teams to ensure disputes were resolved effectively and in line with policy
Customer Service Assistant
Burnie Brae
06.2018 - 11.2020
- Conducted intake assessments and resolved client service complaints for elderly and vulnerable individuals
- Referred clients to government and non-government services based on individual needs, maintaining privacy and ethical standards
- Maintain a high level of discretion, diplomacy and confidentiality in dealing with vulnerable people
- Managed service coordination, contract bookings and data entry into internal systems with a strong attention to accuracy and compliance
- Managed 70+ inbound calls per day, addressing client concerns and ensuring a seamless support experience
Sales Representative/Customer Service Officer
TSA
02.2017 - 06.2018
- Dialing existing Telstra customers, cross selling various Telstra products
- Using Telstra systems
- Discovering Telstra customer’s lifestyles and finding out their various needs
- Reaching daily and hourly targets
- Delivered outbound and inbound service and sales support, resolving objections and closing deals through strong customer engagement.
Education
Queensland Certificate of Education -
Kingston College
Kingston, QLD01.2016
Certificate III - Security & Crowd Control
Knights College
Braybrook, VIC11.2022
Certificate III - Business Management
Kangan Institute
Melbourne, VICCertificate - First Aid & CPR
Knights College
Braybrook, VIC11.2022
Skills
- Complaint & Dispute Resolution (Internal & External)
- Regulatory Compliance (ASIC, RTA, Industry Standards)
- Formal Correspondence & Outcome Documentation
- Vulnerable Customer Support & Financial Hardship Cases
- Conflict Resolution & Root Cause Analysis
- Cross-Functional Stakeholder Collaboration
- Continuous Improvement & Service Optimisation
- Ability to work autonomously and manage complex or difficult issues, under limited guidance, using discretion and judgement to escalate issues as appropriate
- Strong time management & prioritisation
- Ability to work under pressure and follow established procedures
- Excellent attention to detail
- Passion for delivering exceptional customer experiences
- Strong Communication & Negotiation Skills
- Microsoft Excel & CRM Systems Proficiency
- Ability to build influential relationships with a range of stakeholders
- Data Integrity & Record Management
Timeline
Customer Care Representative
Air Liquide Australia & New Zealand
06.2022 - Current
Claims, Sales & Customer Service Representative
Insurance Australia Group (IAG) Limited; - Swann Insurance
01.2021 - 06.2022
Customer Service Assistant
Burnie Brae
06.2018 - 11.2020
Sales Representative/Customer Service Officer
TSA
02.2017 - 06.2018
Queensland Certificate of Education -
Kingston College
Certificate III - Security & Crowd Control
Knights College
Certificate III - Business Management
Kangan Institute
Certificate - First Aid & CPR
Knights College
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