HUNTER FREEMAN
Werribee,VIC
Summary
Results-driven professional with experience in regulatory compliance, quality assurance, and customer advocacy within the energy sector. Skilled in multiple different regulatory frameworks, with a strong focus on risk management, case resolution, and process improvement. Proven ability to enhance performance through auditing, data integrity, and staff coaching, while delivering empathetic support across hardship and sensitive customer scenarios. Adaptable and customer-focused, with a consistent track record of strengthening both compliance outcomes and customer experience.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Sales Quality Coordinator
Pacific Blue
Geelong, VIC
08.2025 - 04.2026
- Quality Auditing: Conducted comprehensive audits of sales calls, contracts, and documentation to ensure full compliance with internal policies and Victorian Energy Upgrades (VEU) program requirements. Leveraged audit insights to identify systemic gaps and implement corrective actions.
- Regulatory Compliance & Governance: Maintained up-to-date knowledge of evolving regulatory frameworks, embedding compliance controls into day-to-day sales operations and minimising exposure to breaches or penalties.
- Risk Management: Proactively identified high-risk sales behaviours, misrepresentation, and process deviations, implementing early intervention strategies to mitigate customer detriment and protect brand reputation.
- Staff Coaching & Capability Development: Delivered targeted coaching, call calibration sessions, and real-time feedback to sales representatives, enhancing conversion performance, compliance awareness, and product expertise. Supported underperforming staff through structured improvement plans.
- Data Integrity & CRM Governance: Oversaw the accuracy and completeness of CRM records, validating customer data, energy plans, and contract details to prevent downstream billing issues and customer complaints.
- Performance Analytics & Reporting: Produced detailed weekly and monthly reports on quality scores, audit outcomes, and compliance trends, providing actionable insights to senior leadership to inform strategic decision-making.
- Continuous Improvement: Collaborated cross-functionally with sales, compliance, and training teams to refine processes, uplift quality benchmarks, and embed a culture of accountability and continuous improvement.
- Stakeholder Engagement: Acted as a key liaison between frontline sales teams and leadership, ensuring clear communication of quality expectations, regulatory updates, and performance outcomes.
- Process Optimisation: Identified inefficiencies within the sales and onboarding lifecycle, recommending and implementing process enhancements to improve customer experience and operational efficiency.
Payment Assistance Consultant
Pacific Blue
Geelong, VIC
01.2025 - 08.2025
- Assessment & Negotiation: Conducted in-depth assessments of customer financial circumstances to design and negotiate sustainable payment arrangements and deferral solutions.
- Hardship Advocacy: Acted as a key liaison with government agencies to secure access to grants and energy concessions, ensuring vulnerable customers received appropriate financial support.
- Case Management: Managed and resolved complex billing disputes in accordance with National Energy Retail Rules (NERR), maintaining a strong focus on compliance and customer outcomes.
- Energy Efficiency: Provided strategic guidance on energy consumption reduction, empowering customers to manage and lower ongoing utility costs.
- Family Violence Leadership: Appointed as the primary business point of contact for all family violence matters, driving a safe and supportive response framework across the organisation. Designed and delivered a comprehensive two-hour training program, equipping customer-facing teams and senior leadership, including General Managers, with the capability to identify, respond to, and support customers impacted by family violence.
Customer Solutions Consultant
Pacific Blue
Geelong, VIC
04.2023 - 12.2024
- Multisite Head of Customer Service for SMEs and residential sites.
- Processed contracts and managed broker relationships.
- Maintained professionalism, building lasting customer relationships.
- Reduced complaints through feedback-driven improvements.
- Developed expert product knowledge for effective solutions.
- Consistently exceeded performance targets with problem-solving and communication skills.
- Delivered exceptional support across multiple accounts, ensuring timely inquiries resolution.
Sales Assistant
Pandora Jewellery
Geelong, VIC
09.2021 - 03.2023
- Utilised a consultative sales approach to understand customer needs, recommend relevant products and consistently meet sales targets by providing knowledgeable, friendly support while building long-term customer relationships, also overseeing store operations, including cash drawer management, equipment review, and staff supervision.
Food and Beverage Attendant
Geelong Football Club
Geelong, VIC
03.2019 - 10.2022
- Enforced performance and service standards for customer satisfaction, monitored alcohol consumption to comply with legal requirements, balanced cash registers, reconciled transactions, deposited earnings, maintained a presentable and well-stocked bar, and handled opening and closing duties, including sales reports and inventory.
Retail Sales Assistant
NQR Groceries
Geelong, VIC
04.2020 - 12.2020
- Greeted customers, answered product questions, and facilitated purchases. Organised merchandise racks and displays to enhance store aesthetics. Provided prompt, polite customer support in-person and by phone.
Cafe Worker
Neo Cafe
Geelong, VIC
03.2018 - 09.2019
- Adhered to company quality standards for food production and trained new staff in customer service and safety.
Education
Certificate III - Community Services
Gordon Institute of TAFE
Geelong, VIC 02.2018 - 12.2019
Skills
- Quality Auditing
- Regulatory Adherence (VEU, NERR)
- Risk Management
- Case Management
- Financial Assessment
- Hardship Management
- Cultural Safety
- Staff Coaching
- Process Improvement
- CRM Proficiency
- Data Integrity
- Microsoft Office Suite, primarily Excel
- Reporting & Performance Analysis
- Stakeholder Engagement
- Emergency Control Leadership
Certification
- First Aid & Emergency Response (HLTAID011, HLTAID010, HLTAID009) — Emergency First Aid Pty Ltd — 2025
- Emergency Control Leadership (PUAFER006, PUAFER005) — Healthcorp Pty Ltd — 2025
- Family Violence Obligations Compliance Training (100% score) — Compliance Quarte — 2025
- Business Analysis Fundamentals — LinkedIn Learning — 2024
- Decision-Making Strategies — LinkedIn Learning — 2024
- Community Services & Client Care (Certificate III in Community Services) — Gordon Institute of TAFE — 2019
- Client Risk Identification & Safeguarding (CHCPRT001) — Gordon Institute of TAFE — 2019
- Communication & Stakeholder Engagement in Health & Community Services (CHCCOM001, CHCCOM005) — Gordon Institute of TAFE — 2019
- Work Planning & Organisational Skills (BSBWOR202) — Gordon Institute of TAFE — 2019
- Workplace Health & Safety & Safe Work Practices — Gordon Institute of TAFE — 2019
- Cultural Safety & Working with Diverse Communities (CHCDIV001, CHCDIV002) — Gordon Institute of TAFE — 2019
- Communication & Stakeholder Engagement in Health & Community Services (CHCCOM001, CHCCOM005) — Gordon Institute of TAFE — 2019
- VIC Responsible Service of Alcohol Licence — Victorian Commission for Gambling and Liquor Regulations — Current
Education And Accreditations
- Certificate III in Community Services (CHC32015), Gordon Institute of TAFE, Geelong, VIC, 2-year tenure at The Salvation Army managing crisis intake and frontline support., Cultural Safety (Aboriginal & Torres Strait Islander), Risk Identification (Children at Risk), Client Needs Assessment
- Emergency Leadership & First Aid, Valid through 2025/2026, Chief Warden Qualified: Lead/Operate an Emergency Control Organisation (PUAFER006/005)., Advanced First Aid: Certified in First Aid, CPR, and Basic Emergency Life Support (HLTAID011/010/009).
Timeline
Sales Quality Coordinator
Pacific Blue
08.2025 - 04.2026
Payment Assistance Consultant
Pacific Blue
01.2025 - 08.2025
Customer Solutions Consultant
Pacific Blue
04.2023 - 12.2024
Sales Assistant
Pandora Jewellery
09.2021 - 03.2023
Retail Sales Assistant
NQR Groceries
04.2020 - 12.2020
Food and Beverage Attendant
Geelong Football Club
03.2019 - 10.2022
Cafe Worker
Neo Cafe
03.2018 - 09.2019
Certificate III - Community Services
Gordon Institute of TAFE
02.2018 - 12.2019