Summary
Overview
Work History
Skills
References
Timeline
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Donna Meaney

Epping,Australia

Summary

Dynamic Senior Complaints Coordinator at BSA with a proven track record in process improvement and customer relationship building. Expert in data analysis and reporting, I successfully resolved complex complaints, enhancing stakeholder satisfaction and compliance. Adept at effective communication, I fostered strong relationships with technicians and management, driving operational excellence in telecommunications.

Overview

23
23
years of professional experience

Work History

Senior Complaints Coordinator

BSA
10.2022 - Current
  • Company Overview: This role is within BSA CUI division. The BSA CUI division provides design, implementation, management and maintenance of telecommunications networks in Australia. BSA provides subcontractor technicians for NBN network.
  • Investigation of any complaint related to BSA contractors working on NBN network. Investigation includes ensuring BSA technician has followed correct procedures, the dates of alleged complaint match technician attendance and hearing the technician’s perspective.
  • Maintaining good relationships with stakeholders at NBN for complaint handling to ensure BSA are following correct procedure and getting further guidance on resolution.
  • Maintaining good relationships with BSA Field Technicians and BSA Field Supervisors while working on complaint cases. This includes scheduling with technician to complete follow up visit and providing the needed support while working on resolution.
  • Reporting of complaints on a daily and monthly basis. Daily basis to communicate updates to Field Supervisors. Monthly Reporting to management to determine complaint volumes and trends.
  • Organising to find suppliers and quotations including carpenters, plasterers, electricians and other tradespeople to facilitate repairs when needed to rectify complaint situations.
  • Creating policy and procedure documents for the role as these had never been done before.
  • This role is within BSA CUI division. The BSA CUI division provides design, implementation, management and maintenance of telecommunications networks in Australia. BSA provides subcontractor technicians for NBN network.

Customer Resolutions Team Consultant

Optus
09.2021 - 09.2022
  • Company Overview: The role is specialist customer service for escalated internal Optus complaints and Telecommunications Industry Ombudsmen (TIO) referred complaints.
  • Investigate complaint cases to see where the breakdown is and pass on feedback to relevant areas of the business to improve processes and education.
  • Achieve complaint resolution that balances both the customer’s needs and meets company policies and revenue protection.
  • Managing complaint resolution where the customer can raise their concerns but also maintaining professional assertiveness when needed to ensure that mutual respect is conducted by both parties.
  • Ensuring product and policy compliance was met to ensure I was providing correct resolutions and information to customers.
  • Ensuring that my verbal and written communication was concise and thorough so that the customers had a clear understanding of outcome.
  • The role is specialist customer service for escalated internal Optus complaints and Telecommunications Industry Ombudsmen (TIO) referred complaints.

Financial Services Collections Consultant

Optus
10.2016 - 08.2018
  • Provide payment arrangements for customers who were experiencing financial hardship.
  • Mitigating risks which included being able to determine customers who had intention and capacity to pay bills.
  • Assessing cost effective ways for customers to manage their Optus accounts including checking they were on appropriate plans for usage and eliminating unnecessary services to ensure that customers had capacity to afford Optus services.

Employee Experience Consultant

Optus
04.2013 - 10.2016
  • Company Overview: This is a specialist customer care role at Optus where we deal with Optus staff members and Optus family & friend complaints.
  • Provide support as 'one stop shop' service experience which involves case managing enquiries from first contact through to resolution, utilizing internal touch points to deliver a solution that is fast, easy and delivers a specialist service.
  • Prevent Ombudsmen escalations and provide resolution on high level disputes to provide solutions to benefit both the customer and the business needs.
  • Monitoring Optus product discounts were being correctly applied in line with business expectations and to avoid revenue leakage.
  • This is a specialist customer care role at Optus where we deal with Optus staff members and Optus family & friend complaints.

Customer Retentions Consultant

Optus
11.2008 - 03.2013
  • Work with customers who were looking to terminate services with Optus by looking at tailor made and economical solutions for them and resolving their complaints with Optus.
  • Maintaining a professional, empathetic and customer focused attitude especially when dealing with customers who had complex issues with Optus and had lost faith in the brand.
  • Ensuring that correct information was provided on both calls and web chats to ensure that I was following compliance and legislation.
  • Consistently meeting Key Performance Indicators (KPI) which resulted in me regularly receiving high annual Performance Development Rating (PDR).
  • Learning to work in high pressure environment and being able to adapt to regularly changing products and processes.

IT Administration Officer

Members Equity Bank
02.2007 - 11.2008
  • Managing Members Equity account with Optus. This included organising new mobile services for new staff members including port in of existing mobile numbers.
  • Ensuring office and technology supplies were sufficiently stocked. Following up with suppliers.
  • Completing regular reports to business with updates to Optus account and purchase inventory.

Various Temporary Assignments

08.2005 - 12.2006
  • After my role at Sensis ended, I undertook several temporary administration and customer service assignments including Herald Sun, Australian Executor Trustees and Chubb Security.

Sales Administration Officer

Sensis
06.2002 - 07.2005
  • My role at Sensis was providing administration for Sales Team who sold Yellow Pages and White Pages products. This role was high pressure, target and deadline driven.
  • Updating reports in Excel for Sales reporting with ensuring data integrity provided.
  • Ensuring office supplies were maintained.
  • Booking travel for interstate meetings and training sessions. Ensuring we had meeting rooms booked for training sessions and relevant catering supplies provided.
  • Onboarding new staff by ensuring they had the needed tools to perform their role.

Skills

  • Administration
  • Data analysis
  • Reporting
  • Process Improvement
  • Verbal Communication
  • Written Communication
  • Active Listening
  • Negotiation
  • Customer Relationship Building
  • Client Relationship Building
  • Telecommunications Industry Experience
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Teams
  • Microsoft Office
  • Microsoft Outlook
  • Microsoft PowerPoint
  • Salesforce Data
  • Salesforce Reporting
  • Problem-solving
  • Detail orientation
  • Multitasking and organization
  • Attention to detail
  • Team collaboration
  • Effective communication
  • Time management
  • Clear communication
  • Document management
  • Verbal and written communication
  • MS office
  • Document control
  • Information collection
  • Meeting coordination
  • Database management

References

Available upon request

Timeline

Senior Complaints Coordinator

BSA
10.2022 - Current

Customer Resolutions Team Consultant

Optus
09.2021 - 09.2022

Financial Services Collections Consultant

Optus
10.2016 - 08.2018

Employee Experience Consultant

Optus
04.2013 - 10.2016

Customer Retentions Consultant

Optus
11.2008 - 03.2013

IT Administration Officer

Members Equity Bank
02.2007 - 11.2008

Various Temporary Assignments

08.2005 - 12.2006

Sales Administration Officer

Sensis
06.2002 - 07.2005

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Donna Meaney