Lianne Graham

• Assessed and processed incoming requests for Class 1 Heavy Vehicle Permits
• Initiated communication with clients to address errors, validate data accuracy, and expedite Permit procedures.
• Maintained adherence to regulatory standards for permits in relation to dimensions and masses on QLD roads.
• Mapped routes accurately and rerouted as necessary to ensure compliance with Road Operations Database dimensions.
• Maintained accurate information regarding all vehicles utilizing roads in QLD by keeping Districts updated
• Ensuring accuracy and attention to detail is paramount in processing the permit.

• Assessed and processed incoming requests for assistance from QLD Flood victims
• Ensured timely progress by promptly reaching out to customers to amend, verify or supplement essential information required for Grant processing
• Ensure grants were not being obtained fraudulently.

• Handled customer inquiries through various communication channels
• Addressed customer dissatisfaction and resolved complaints
• Ensuring proper documentation of all information
• Ensured accuracy and clarity of customer information.
• Addressing and resolving all complaints in a timely manner.
• Gathering information for the preparation and defense of formal complaints for the Tribunal.

• Gathered necessary evidence for TDRS Formal complaint cases and communicated effectively with Adjudicators
• Organized and gathered pertinent materials for the investigation, preparation, and defense of Disputes Tribunal cases.
• Represented the business in Disputes Tribunal
• Managed the preparation and submission of purchase orders for Complaints space
• Received and managed all privacy requests, prepared and recorded them for reporting purposes.
• Addressed the Privacy Commission as needed
• Received and managed complaints within the CEO/ELT space
• Provided teaching and mentorship to Customer Relations Specialists and temporary staff, ensuring efficient customer service.
• Collaborated with Industry representatives in TDRS Operational meetings, focusing on developing high-quality service strategies
• Contributed significantly to the implementation process as part of the Governance Operational working group.
• Received, addressed and coordinated processes for Privacy requests, ensuring customer requirements are met.
• Engaged and advised Customer Care Team Managers, Store Managers, Regional Managers, Heads of Dept, Legal teams, Fraud and Collections to effectively resolve customer complaints.
• Addressed industry changes mandated by the Commerce Commission through comprehensive analysis, leading to the timely resolution of systemic issues.
• Provided subject matter expertise to enhance Knowledgebase and Training material for TDRS, Complaints, and Privacy.

Provided leadership and support for a team of 8 Administrators, ensuring efficient service provision.

Recruited, trained, and set goals for the team to maintain high-level service.

Gathered and reviewed information on current processes, making necessary modifications.

Conducted investigations, identified process issues, and provided root-cause analysis for collaborative resolution.

Instituted effective communication channels with Auckland Council for goal alignment, establishing mutual objectives, and addressing process discrepancies.

• Conducted reviews and redesigned the Complaint management process as needed
• Recruited, trained, and set goals for the newly established complaints team to maintain efficient manpower
• Successfully resolved issues by conducting investigative analyses and collaborating with stakeholders.
• Managed and resolved high-level customer complaints by addressing issues, negotiating reparation or replacement hardware, and arranging payment plans for swift resolutions.
• Provided support and guidance to teams, resulting in continuous improvement of issues driving customer complaints.
• Effectively collaborated with both the Telecommunications Dispute Resolution Service and internal legal team to achieve timely resolution of legal complaints
• Collected data and prepared files and support information for Disputes Tribunal hearings
• Attended and defended Disputes Tribunal complaints during proceedings.
• Provided high-level complaints management and resolution support to CEO and wider Senior Management Team (SMT)
• Provided feedback to a broad range of managers regarding identified failures caused by performance or knowledge gaps.
• Supported and empowered the complaints team to prioritize problem resolution, highlighting customer satisfaction as the primary objective for the team
• Collaborated with the Head of Business Operations, Team Managers, and Complaints team to enhance the Customer Operations strategy and effectively communicate the vision and strategy.
• Evaluated performances and provided feedback to The Voice of the Customer forum and Customer Operations Request Process forum.

• Performed audits on historic grants, ensuring alignment with legislative requirements and organizational objectives.
• Collected unused funds and recovered from legislative breaches by Grant Recipients, contributing to effective fund management.
• Prepared and submitted monthly reports on achievements, client visits, and potential audit issues impacting Directors.
• Provided systematic information by preparing and using spreadsheets for board meetings and senior management reviews.

• Enhanced team performance through weekly meetings and monitoring of performance development plans for up to 10 staff.
• Ensured the provision of excellent customer service at all times by overseeing day-to-day staff issues within a mixed team of part-time and full-time employees
• Managed systems project for entire department, training and coordinating a team of 29 to achieve organizational targets.
• Led and guided customer service team in addressing phone and face-to-face queries, resolving issues, and promoting proactive work ethic with staff.
• Implemented and monitored processes for human resources, health and safety, and payroll requirements of the unit. Managed recruitment, performance development, and training functions.
• Undertook operational budget management of $2.5m with Capex of up to $1m
• Established and maintained relationships with various external parties such as MAF, SPCA, internal affairs, suppliers, and contractors to ensure the availability of all necessary resources for efficient operations.
• Identified requirements for cost-effective contract preparation, monitoring, and negotiation on key initiatives such as the effluent wash bay and annual dog registration projects
• Drafted and implemented business plans, continuity plans, and business recovery plans to align with the organization's long-term strategic goals.
• Managed office functions of the centre, including accounts payable, purchasing, data collection, and reporting.
• Managed customer service operations and effectively resolved complaints using strong negotiation and interpersonal abilities.