Emilyn Akuila
Richlands,Queensland
Summary
Positive and driven worker with a history of exceeding individual and business expectations. Calm and composed in stressful situations with successful record of reducing conflict and customer/peers dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving issues. Driven, personable and strategic thinker that brings extensive experience in behavior management, conflict resolution, time management and document control.
Overview
11
11
years of professional experience
Work History
(APS 5) NDIS Complaints Officer
NDIS Commission
Brisbane, QLD
06.2023 - Current
- Established internal controls and processes to support compliance through project management and engagement of key stakeholders.
- Developed and implemented strategies necessary for minimizing risk of non-compliance.
- Maintained compliance frameworks, policies and documentation to support audits.
- Conducted extensive research to support regulatory findings and control weaknesses.
- Adhered to deadlines in optimizing regulatory and operational performance.
- Planned and executed compliance audits to check company policies, procedures and controls.
- Stayed abreast of applicable laws and state or federal regulation to report violations.
- Maintained and revised policy procedures for general operation of compliance program.
- Used proprietary systems to process applications, filings and registrations.
- Established working relationships with regulatory agencies.
- Resolved customer complaints via phone, email or social media.
- Responded to customer complaints with professionalism and offered suitable solutions or requested assistance of supervisor.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Conducted reviews to foster ongoing compliance with federal and local regulations.
- Performed fact-finding research by investigating, collecting and analyzing data and compiling in report format.
- Created and managed action plans to mitigate audit discoveries and compliance concerns.
(AO4)Project Officer (Casual Contract Role)
Department of Transport and Main Roads
, QLD
02.2023 - 05.2023
- Supported meetings and project updates by collecting, arranging and distributing supporting materials.
- Maintained close connection with project personnel to quickly identify and resolve problems.
- Kept project and team on schedule by monitoring deadlines, milestones and performance.
- Resolved technical issues affecting cross-functional communication and project deliverables.
- Kept project teams on-task with proactive control of budgets, schedules and scopes.
- Managed team scope, schedule and assignments for duration of project.
- Updated project plans based on changing objectives, specifications and staff availability.
- Checked project documents, drawings and supplementary materials for accuracy and completeness.
- Created project status presentations for delivery to customers or project personnel.
- Conferred with project personnel to identify and resolve problems.
- Produced thorough, accurate and timely reports of project activities.
- Developed and updated project plans to document objectives, technologies, schedules and funding.
(APS 4)Complaints and Investigations Officer
Commonwealth Ombudsman
Brisbane CBD , QLD
12.2021 - 02.2023
- Researched and reviewed case files and gathered information to solve crimes.
- Verified and authenticated validity and admissibility of evidence and preserved integrity for court hearings.
- Conducted multi-jurisdictional investigations to identify and dismantle criminal organizations.
- Responded to customer complaints with professionalism and offered suitable solutions or requested assistance of supervisor.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Resolved customer complaints via phone, email or social media.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Recruited, interviewed and selected employees to fill vacant roles.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Resolved customer complaints or answered customers' questions.
- Verified documentation against compliance standards and communicated deficiencies to resolve issues.
- Investigated reported and identified compliance issues against accepted standards.
- Conferred frequently with specialists to stay current on compliance requirements and procedures.
- Received inquiries and advised on regulations related commonwealth agency programs.
- Prepared detailed reports and affidavits for courts by obtaining information through physical surveillance and thorough investigations.
- Reported results of investigations with written observations and photographs, and produced final reports.
Escalated Complaints Officer
DHL
Roma St, Queensland
08.2020 - 10.2021
- Resolved product or service problems by clarifying customer complaints and determining optimal solutions.
- Handled and settled customer complaints and repaired and adjusted minor issues to maintain optimal operations of various gaming machines.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Updated databases with new and modified customer data.
- Kept customer and system account information accurate and current to support timely resolutions for all concerns.
- Documented customer inquiries and feedback, including service delivery suggestions in company database.
- Converted incoming calls into booked service appointments.
- Assessed customer account information to determine current issues and potential solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Exceeded company productivity standards on consistent basis.
- Delivered customer support to high call load each shift.
- Corresponded with service department team members to build and implement successful solutions to customer problems.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Documented conversations with customers to track requests, problems and solutions.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Maintained high satisfaction score by consistently resolving first-call issues.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and responded back to customer by phone, mail or fax as follow up.
Data Entry Manager
Raw Marketing
Fortitude Valley, Queensland
02.2019 - 07.2021
- Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
- Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional customer service.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Delegated daily tasks to team members to optimize group productivity.
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
- Interviewed, hired and trained new quality customer service representatives.
- Fostered positive employee relationships through communication, training and development coaching.
- Offered constructive criticism regarding quality assurance on team phone calls.
- Identified needs of customers promptly and efficiently.
- Defined appropriate metrics and measurements to drive results.
- Completed various reports and analyzed each report to decide where improvements could be made.
- Identified operational and performance issues and worked with managers to resolve concerns.
- Wrote reports outlining results to facilitate management decision making.
- Coached team on company policies, procedures, and best practices to enhance operational efficiency and employee productivity.
Customer Operations Manager
Suncorp
Brisbane , Queensland
05.2014 - 10.2018
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Exceeded company sales goals for new policies.
- Facilitated exceptional sales and performance results by focusing on continuous improvement approaches and capitalizing on emerging market opportunities.
- Recruited and hired qualified candidates to fill open positions.
- Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
- Trained employees on additional job positions to maintain coverage of roles at all times.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Eliminated process discrepancies, implementing continuous improvements for scheduling procedures across multiple client calendars.
- Maintained ongoing system for development, recruitment, recognition and retention of store crew and management.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Identified business issues, creating customized solutions for individual problems.
- Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
- Coordinated with staff to clarify information and enforce procedures resulting in effective problem solving and smoother operations.
- Analyzed operations and market data to assess areas in need of improvement and capitalize on changing conditions.
- Extended existing customer relationships through extensive communication and tried-and-true marketing strategies.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Recruited, hired and trained new employees, including monitoring and review of individual performance.
- Delegated work to staff, setting priorities and goals.
- Coached staff on strategies to enhance performance and improve customer relations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Administration/Customer Service Representative
Telstra
Brisbane, Queensland
03.2013 - 04.2014
- Landed new customer accounts through consistent combination of perseverance, dedicated cold calling and exceptional service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Applied consultative sales strategy to assess client needs and propose turnkey solutions to align with business objectives.
- Priced out products for customers and drew up sales paperwork.
- Increased revenue by skillfully upselling and closing customer sales and driving product benefits around client needs.
- Maintained productive relationships with existing customers through exceptional follow-up after sales.
- Worked with fellow sales team members to achieve group targets.
- Consulted with long-term, new and prospective customers to understand needs and propose ideal solutions.
- Handled credit and debit card payment processing to complete purchasing experience.
- Generated sales across complete sales cycle process from prospecting through contract negotiations and closings.
- Maintained client satisfaction ratings by offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges.
- Listened to customers to understand needs and refer to optimal services.
- Implemented needs assessment mechanisms to identify demand for products and services.
- Responded to customer requests and questions regarding opening, closing and transferring account information to eliminate fraud.
- Recommended, planned and implemented promotional strategies to increase market share.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Developed professional sales presentations to creatively communicate product quality and market comparisons.
- Greeted incoming customers and provided expert sales and service to drive revenue.
- Demonstrated products in effort to show potential buyers benefits and advantages and encourage purchases.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Education
High Scool - Graduated Year 12
Mt Maria
Mitchelton 11.2012
RG146 (ASIC Regulatory Guidelines 146) - Financial Services
KAPLAN
Brisbane 02.2013
FNS40910 (Certificate IV in Superannuantion) - Financial Services
KAPLAN
Brisbane 09.2014
Skills
- Quality assurance controls
- Call Center Operations
- Conflict mediation
- Data evaluation
- Training and development
- Senior leadership support
- Customer relations
- Inbound and Outbound Calling
- High-energy attitude
- Direct sales
- Employee coaching
- Promotional support
- Credit card payment processing
Sport and other Achievements
- 2006: Won Sports girl of the year, Most valuable netball player & Strongest Athlete (Female)
- 2006-2009: Played for St Christoper's Netball team and was selected for the the Bankstown Representative netball team
- 2006: Selected as School Captain
- 2010-2012: Selected for the Super League Caboolture Indoor Netball team
- 2010-2012: Selected for the Representative Netball Team of Pine Rivers
- 2011: Semi-Finalist QSINN Netball
- 2012: Selected at College Captain
- 2012: Selected to play the leading role in the school musical
- 2012: Selected as Vice Captain for the QSINN Netball team
- 2012: Grand Finalist Winners for the QSINN Netball
- 2014: Grand Finalist Winners for Womens 15's Rugby (UQ Womens Rugby)
- 2014 - 2015: Selected for the PNG Womens 7's team for the Pacific Kings & Queens Cup
- 2016: Selected for the Womens 15's Tongan Team to travel to Hong Kong
- 2017: Grand Finalist for for Womens 15's Rugby (Melbourne Panthers)
- 2017: Selected for the Womens 15's Rebels team
References
Referee (1)
Organization: NDIS Commission
Position: Current EL1
Name: Carmel Reed
Contact Number: 0434 015 774
Email: carmel.reed@ndiscommission.gov.au
Referee (2)
Organization: NDIS Commission
Position: Previous EL1
Name: Jen Hassett
Contact Number: 0411 797 384
Email: jen.hassett@ndiscommission.gov.au
Timeline
(APS 5) NDIS Complaints Officer
NDIS Commission
06.2023 - Current
(AO4)Project Officer (Casual Contract Role)
Department of Transport and Main Roads
02.2023 - 05.2023
(APS 4)Complaints and Investigations Officer
Commonwealth Ombudsman
12.2021 - 02.2023
Escalated Complaints Officer
DHL
08.2020 - 10.2021
Data Entry Manager
Raw Marketing
02.2019 - 07.2021
Customer Operations Manager
Suncorp
05.2014 - 10.2018
Administration/Customer Service Representative
Telstra
03.2013 - 04.2014
High Scool - Graduated Year 12
Mt Maria
RG146 (ASIC Regulatory Guidelines 146) - Financial Services
KAPLAN
FNS40910 (Certificate IV in Superannuantion) - Financial Services
KAPLAN
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