Daniela Oakes

• Memberline Generalist consultant
• Inbound Sales and Service interactions
• Assisted in leasing with voice of member in regards to our customer service satisfaction serve's
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.

· Assisted clients with product selection, design, finance and any other areas needed to assist the sale.

· Managed the display home centre including its presentation

· Develop relationships with land agents and land developers

· Assisted with creating house and land packages

· Administered the process from lead to sale ensuring all sales paperwork is submitted within allocated time frames and ensuring accurate information is provided.

• Experience in managing Business complaints
• Management of Complaints lodged with the Telecommunication Ombudsman
• Experience in Gate keeping and Leasing between Telstra Accounts General Managers and Member of Parliament.
• Understanding customer issues and providing a solution to the satisfaction of the customer and Telstra.
• Ability to liaise with different division in Telstra to get the best result for the customer
• Taking ownership of the complaint and avoid escalations
• Managing a support inbox to help colleagues resolves issues before escalating to a complaint.
• Ability to use and navigate through many Telstra Systems
• Received and responded to customer requests via letters, emails, telephone calls and in-person interactions.
• Coached employees through day-to-day work and complex problems.

• Prevent escalations by immediately collaborating with stakeholders to prevent complaint escalations to external authorities, including the TIO, ACCC, ACMA, and federal/state government
• Provide coaching and development to TBC staff and stakeholders on products, services systems and processes. Identify opportunities for improvement at the local level, collaborating with the area general manager, local area managers