Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Daniel Redmond

Daniel Redmond

Clyde North,VIC

Summary

Expert in professional regulatory reporting for the energy sector with a lot of data analysis and report writing background. competent in applying analytical instruments to produce practical insights improving decision-making. Acknowledged for dependability, meticulous attention to detail, and excellent communication abilities, they help teams in hectic settings produce great results.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Regulatory Reporting Officer

ENGIE (Previously Trading as Simply Energy)
06.2020 - Current
  • Executed regulatory reporting for retail and wholesale sectors, ensuring compliance with regulatory standards.
  • Managed submission of environmental audits for VEU, ESS, PDRS, Climate Active, and Greenpower (RET).
  • Implemented efficient reporting processes using Archer Compliance Framework to enhance data accuracy and accountability.
  • Created templates and guidelines that improved team productivity through streamlined documentation.
  • Aligned performance metrics with organisational objectives to drive better outcomes.
  • Monitored industry changes to recommend process enhancements for continuous improvement.
  • Collaborated with cross-functional teams to gather essential data for comprehensive reporting.
  • Developed documentation to facilitate seamless knowledge transfer on reporting best practices.

Compliance Officer

Simply Energy
09.2018 - Current
  • Managed relationships with regulators, maintaining open lines of communication to ensure transparent operations.
  • Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
  • Promoted a culture of continuous improvement through ongoing evaluation and refinement of compliance program elements.
  • Collaborated with cross-functional teams to address compliance concerns, fostering a culture of shared responsibility.
  • Demonstrated adaptability in response to evolving industry standards, maintaining best practices in a dynamic regulatory environment.
  • Evaluated new regulations for potential impact on business operations, taking proactive measures to ensure readiness for implementation.
  • Reduced the risk of financial penalties by conducting thorough internal audits on a regular basis.
  • Assisted in negotiating contracts with external partners, ensuring adherence to relevant regulatory requirements throughout the partnership lifecycle.
  • Implemented successful remediation efforts following audit findings, minimizing adverse consequences for the organization.

Customer Insights Analyst

Simply Energy
01.2015 - Current
  • Identified and implemented business improvements by analyzing complaint data from stakeholders.
  • Provided regular reports on complaint handling to Customer Relations Manager.
  • Developed and enforced policies to enhance Customer Relations investigation procedures.
  • Ensured compliance with regulatory frameworks and license requirements across all functions.
  • Established strong relationships with internal teams and external stakeholders for effective collaboration.
  • Delivered feedback and coaching to call centers and peers to improve service quality.
  • Responded promptly to systemic concerns, minimizing financial impact on overall business.
  • Continuously analyzed complaint data to uncover insights for ongoing improvement initiatives.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.

Senior Regulatory and Compliance Advocate

Neighbourhood Energy/Serviceworks Management
01.2011 - 01.2015
  • Resolved all internal and external complaints as senior advocate for Neighbourhood Energy.
  • Liaised with key stakeholders, including Energy & Water Ombudsman Vic and ACCC.
  • Transitioned to Serviceworks Management to address advocacy concerns for multiple energy retailers.
  • Managed escalated complaints across Ombudsman schemes and ensured compliance with Energy Retail Code.
  • Provided training and support to team leaders on escalated disputes and systemic issues.
  • Conducted investigations into wrongful disconnections and reported findings to Essential Services Commission.
  • Collaborated with energy retailers on breaches of Energy Retail Code, offering process improvement recommendations.
  • Ensured adherence to regulatory standards, safeguarding energy retailer licenses.
  • Managed regular internal audits to assess overall compliance health within the organization, addressing any deficiencies promptly and effectively.
  • Collaborated with cross-functional teams to ensure seamless implementation of new regulations and guidelines.
  • Served as a liaison between the organization and external auditors, facilitating smooth and efficient audit processes.
  • Conducted thorough investigations into reported incidents, taking appropriate disciplinary actions when required.
  • Streamlined internal processes for efficiency, leading to improved audit results and operational effectiveness.
  • Maintained updated knowledge of industry regulations, ensuring timely adaptation of organizational practices as needed.
  • Reduced risk exposure by identifying potential compliance issues and providing immediate corrective action.

Telecommunications Industry Ombudsman (TIO) Liaison Specialist

Telstra Business Customer Relations
01.2009 - 01.2011
  • Managed and resolved high-level customer complaints portfolio effectively.
  • Liaised with Telecommunications Industry Ombudsman and Telstra customers to achieve satisfactory resolutions.
  • Demonstrated strong customer-first attitude while meeting and exceeding deadlines.
  • Handled level 2+ complaints within Telstra Business, ensuring prompt responses.
  • Identified appropriate solutions in collaboration with key stakeholders within set timeframes.
  • Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
  • Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
  • Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
  • Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
  • Supported organizational growth through active participation in networking events, conferences, and professional associations.
  • Established effective communication channels between departments by organizing and facilitating cross-functional meetings.

Inbound Sales Consumer Sales Team Leader Telstra

United Customer Management Solution / Aegis
01.2006 - 01.2009
  • Achieved KPIs as inbound sales consultant, leading to Team Leader secondment opportunities.
    Managed a new team of 18 consultants, fostering individual growth and performance.
    Mentored team members to excel in all assigned KPIs within two months.
    Led team to become top-performing group out of 16 teams in sales metrics.
    Recognized as Team Leader of the Year for outstanding results on Telstra campaign.
  • Conducted quarterly reviews of each team member''s progress towards achieving established goals, providing constructive feedback as needed.
  • Coordinated regular trainings on product updates or new offerings so that the entire sales force stayed informed about current industry developments.
  • Supported stores conducting sales promotions and special events.
  • Fostered an environment of collaboration within the sales team which encouraged knowledge sharing and group problemsolving.

Mini Lab Technician (Photo Lab)

Big W
01.2003 - 01.2006
  • Oversaw operations and maintenance of photography laboratory.
    Handled cash transactions and managed inventory procurement.
    Trained associates to enhance team performance and operational efficiency.
    Developed passion for coaching and mentoring through hands-on training experience.
  • Maintained a high level of accuracy in test results by following strict quality control procedures.
  • Maintained documentation on tests performed in lab.
  • Calibrated and maintained instruments to keep equipment fully operational.
  • Conducted routine equipment maintenance, ensuring optimal performance and reducing downtime.
  • Adapted quickly to changes in test protocols or methodologies, maintaining productivity during periods of transition.
  • Trained junior technicians on laboratory techniques and safety protocols, enhancing overall team proficiency.
  • Oversaw items in inventory and reordered before supplies diminished.

Kitchen Hand

Burger King
01.2001 - 01.2003
  • Ensured cleanliness and sanitation by thoroughly washing dishes, utensils, and kitchen equipment.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Maintained a well-organized work area by consistently cleaning surfaces and organizing supplies.
  • Followed proper handling and sanitation procedures to comply with food safety standards and protocols.
  • Managed time to juggle multiple tasks simultaneously with ease.
  • Plated and presented food following chef requirements.
  • Learned other teammates' work tasks to train as backup.
  • Developed strong time management skills, effectively prioritizing tasks to ensure completion within allocated timeframes.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.

Store Assistant

Toys R Us
01.1998 - 01.1999
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Increased store efficiency by maintaining accurate inventory records and restocking merchandise as needed.
  • Enhanced store appearance by creating visually appealing displays, ensuring cleanliness, and organizing products for easy accessibility.
  • Resolved customer complaints professionally, turning negative experiences into positive outcomes.
  • Remained calm and composed in tense situations involving angry or upset customers.
  • Operated POS system to process payments and provide receipts.
  • Provided training to new hires on store procedures, product knowledge, and customer service best practices.
  • Optimized sales floor layout by rearranging merchandise based on seasonal trends or corporate directives.
  • Reduced instances of shoplifting by implementing stricter security measures and staff vigilance.

Store Assistant

Reject Shop
01.1997 - 01.1998
  • Increased store efficiency by maintaining accurate inventory records and restocking merchandise as needed.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Greeted customers entering store and offered assistance with requirements.
  • Enhanced store appearance by creating visually appealing displays, ensuring cleanliness, and organizing products for easy accessibility.

Education

Victorian Certificate of Education - English, Information Technology, Information Systems, Legal studies, business management, Investigation Studies, General Mathematics, Religion and Society

St Bernard’s College
01.2000

No Degree - Retail Operations, VET Business Management, First Aid

Kangan Batman TAFE
01.2000

Skills

  • Adaptive learning
  • Information gathering
  • Policy analysis
  • Compliance monitoring
  • Audit support
  • Data interpretation
  • Business intelligence
  • Spreadsheet expertise
  • Ethical standards
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Multitasking
  • Excellent communication
  • Organizational skills
  • Effective communication
  • Analytical thinking

Certification

  • Completed Victorian Certificate of Education (VCE)
  • Full Drivers Licence
  • Certificate 1-4 in Retail Operations (Vocational Education & Training/ TAFE)
  • Certificate 3&4 in Business (Vocational Education & Training/TAFE)
  • Certificate 1 in First Aid
  • Silver Certificate - MSC 101
  • Silver Certificate D- Laboratory 1, photography laboratory machine

Timeline

Regulatory Reporting Officer

ENGIE (Previously Trading as Simply Energy)
06.2020 - Current

Compliance Officer

Simply Energy
09.2018 - Current

Customer Insights Analyst

Simply Energy
01.2015 - Current

Senior Regulatory and Compliance Advocate

Neighbourhood Energy/Serviceworks Management
01.2011 - 01.2015

Telecommunications Industry Ombudsman (TIO) Liaison Specialist

Telstra Business Customer Relations
01.2009 - 01.2011

Inbound Sales Consumer Sales Team Leader Telstra

United Customer Management Solution / Aegis
01.2006 - 01.2009

Mini Lab Technician (Photo Lab)

Big W
01.2003 - 01.2006

Kitchen Hand

Burger King
01.2001 - 01.2003

Store Assistant

Toys R Us
01.1998 - 01.1999

Store Assistant

Reject Shop
01.1997 - 01.1998

Victorian Certificate of Education - English, Information Technology, Information Systems, Legal studies, business management, Investigation Studies, General Mathematics, Religion and Society

St Bernard’s College

No Degree - Retail Operations, VET Business Management, First Aid

Kangan Batman TAFE

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