Summary
Overview
Work History
Education
Skills
References
Systems Experience
Key Competencies And Skills
Timeline
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Jason Candlett

Strathalbyn,Australia

Summary

Customer Service Consultant with extensive experience at Telstra, focusing on complaint management and quality compliance. Proven track record in analyzing complex issues and implementing effective solutions under pressure, leading to increased customer satisfaction and enhanced operational efficiency. Committed to fostering service excellence and improving team collaboration.

Overview

30
30
years of professional experience

Work History

Customer Service Consultant

Telstra 000 Call Centre (ESAP)
09.2023 - 07.2024
  • Company Overview: Telstra has Triple Zero Emergency Service Answer Points located around Australia that function as the Emergency Call Person (ECP) for 000 and 112 emergency call numbers under the Telecommunications (Emergency Call Service) Determination 2019
  • Provide current and up to date address information
  • Call logging for follow up
  • Performance management & improvement
  • Quality Compliance
  • Effective Listening Skills/triggers
  • Complaint Management
  • High volume contact centre
  • Telstra has Triple Zero Emergency Service Answer Points located around Australia that function as the Emergency Call Person (ECP) for 000 and 112 emergency call numbers under the Telecommunications (Emergency Call Service) Determination 2019

Part Time Customer Service Consultant

RAA Royal Automobile Association
02.2017 - 03.2020
  • Company Overview: RAA has been around for more than 116 years, and we take pride in providing quality motor, home and travel services to our members in South Australia and Broken Hill.
  • Inbound / Outbound calls
  • Provide current and up to date information for our clients to their customer base
  • Call logging for follow up
  • Performance management & improvement
  • Workflow management
  • Quality Compliance
  • Stakeholder communication
  • Customer communications/Sales
  • Complaint management
  • High volume contact centre
  • RAA has been around for more than 116 years, and we take pride in providing quality motor, home and travel services to our members in South Australia and Broken Hill.

Casual Customer Service Mortgage Consultant

Westpac
09.2016 - 02.2017
  • Company Overview: Westpac Group are a financial services group, consumer banking, business banking belonging to BTFG who encompass brands such as Bank SA, Bank of Melbourne, BT Financial & St Georges.
  • Inbound Calls
  • Advising Brokers of outstanding documents for mortgage settlements
  • Problem solving
  • Conflict resolution
  • Ownership of issues to ensure positive customer outcomes
  • High volume contact centre
  • Call logging for follow up
  • Document Vetting
  • Westpac Group are a financial services group, consumer banking, business banking belonging to BTFG who encompass brands such as Bank SA, Bank of Melbourne, BT Financial & St Georges.

Member Solutions Consultant

Police Credit Union
01.2015 - 08.2016
  • Company Overview: We are inspired by our values-driven commitment to superior service, honesty, integrity and financial prudence. We promise to deliver a Better Banking experience for all our Members and as a Member you are also a shareholder.
  • Inbound / Outbound calls
  • Provide current and up to date information for our clients to their customer base
  • Call logging for follow up
  • Performance management & improvement
  • Workflow management
  • Quality Compliance
  • Stakeholder communication
  • Customer communications/Sales
  • Complaint management
  • High volume contact centre
  • We are inspired by our values-driven commitment to superior service, honesty, integrity and financial prudence. We promise to deliver a Better Banking experience for all our Members and as a Member you are also a shareholder.

Customer First Champion

Telstra Corporation Ltd
08.2007 - 12.2014
  • Company Overview: Telstra Corporation Limited is Australia's largest telecommunications and media company which builds and operates telecommunications networks and markets voice, mobile internet access, pay television and other entertainment products and services.
  • Inbound / Outbound calls
  • Provide current and up to date information for our clients to their customer base
  • Call logging for follow up
  • Performance management & improvement
  • Workflow management
  • Quality Compliance
  • Stakeholder communication
  • Customer communications/Sales
  • Complaint management
  • High volume contact centre
  • Retention
  • TIO Complaints for a period of 12 months
  • Telstra Corporation Limited is Australia's largest telecommunications and media company which builds and operates telecommunications networks and markets voice, mobile internet access, pay television and other entertainment products and services.

Customer Experience Consultant

SingTel Optus
01.1999 - 07.2007
  • Company Overview: Optus is an Australian Leader in Integrated telecommunications, delivering cutting-edge communications, information technology and entertainment services.
  • Inbound / Outbound calls
  • Provide current and up to date information for our clients to their customer base
  • Call logging for follow up
  • Performance management & improvement
  • Workflow management
  • Quality Compliance
  • Customer communications/Sales
  • Complaint management
  • High volume contact centre
  • Optus is an Australian Leader in Integrated telecommunications, delivering cutting-edge communications, information technology and entertainment services.

Patient Services Assistant (PSA)

Ashford Private Hospital
01.1995 - 01.1999
  • Company Overview: Ashford Hospital is a private, not-for-profit hospital and is a proud member of the Adelaide Community Healthcare Alliance Incorporated (ACHA) in South Australia
  • Discharge Rooms / Cleaning
  • Patient Transport
  • Kitchen Duties
  • Meal Delivery
  • MRSA Room Cleaning
  • Laundry Service
  • Project Cleans / offices / Wards
  • Theatre Cleaning
  • ED Cleaning
  • Ashford Hospital is a private, not-for-profit hospital and is a proud member of the Adelaide Community Healthcare Alliance Incorporated (ACHA) in South Australia

Education

Certificate III - Security Operations, Combined Unarmed Guard & Crowd Control

Progressive Training Solutions Pty Ltd
Adelaide, SA
04.2019

Certificate IV - Customer Contact

CSIA Traineeship Via Telstra Corporation Limited
Adelaide, SA
05.2013

Certificate II - Security Operations, Combined Unarmed Guard & Crowd Control

Progressive Training Solutions Pty Ltd
Adelaide, SA

Provide First Aid - HLTAID003

Progressive Training
Adelaide, SA

Some College (No Degree) - Telecommunications, Call Centre’s

Optus College
Adelaide, SA

Skills

  • Analytical and problem-solving skills
  • Creativity and attention to detail
  • Strong work ethic
  • Ability to work under pressure
  • Time management and organization
  • Task prioritization and project management
  • Flexibility and teamwork
  • Independence and decision-making
  • Written and verbal communication
  • Interpersonal skills

References

  • Ross Makris, Team Leader / Telstra 000, 0417 882 408, ross.makris@team.telstra.com
  • Scott Hasse, Team Leader / Telstra 000, 0432 918 099, scott.hasse@team.telstra.com

Systems Experience

  • Microsoft Office
  • Siebel
  • Citrix
  • GSMIS
  • Web Based Applications
  • Salesforce
  • GOE
  • EDSCS Workflow Polisy
  • Excel

Key Competencies And Skills

  • Strong analytical and problem solving skills, with the ability to think creatively
  • Meticulous attention to detail
  • High level of motivation coupled with a strong work ethic
  • Able to work well under pressure, to tight and strict deadlines while managing competing priorities
  • Exceptional organisation, task prioritisation and time management skills
  • Skilled at leading &/or managing multiple work streams or projects in a fast paced environment
  • Flexible & engaged team player who enjoys the experience & challenges of working with a diverse range of people
  • Proven experience of being effective, efficient and results driven when working independently
  • Measured and logical decision maker
  • Excellent written, verbal, communication and interpersonal skills

Timeline

Customer Service Consultant

Telstra 000 Call Centre (ESAP)
09.2023 - 07.2024

Part Time Customer Service Consultant

RAA Royal Automobile Association
02.2017 - 03.2020

Casual Customer Service Mortgage Consultant

Westpac
09.2016 - 02.2017

Member Solutions Consultant

Police Credit Union
01.2015 - 08.2016

Customer First Champion

Telstra Corporation Ltd
08.2007 - 12.2014

Customer Experience Consultant

SingTel Optus
01.1999 - 07.2007

Patient Services Assistant (PSA)

Ashford Private Hospital
01.1995 - 01.1999

Certificate III - Security Operations, Combined Unarmed Guard & Crowd Control

Progressive Training Solutions Pty Ltd

Certificate IV - Customer Contact

CSIA Traineeship Via Telstra Corporation Limited

Certificate II - Security Operations, Combined Unarmed Guard & Crowd Control

Progressive Training Solutions Pty Ltd

Provide First Aid - HLTAID003

Progressive Training

Some College (No Degree) - Telecommunications, Call Centre’s

Optus College

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Jason Candlett