Lucy Shields

Role: Manage end to end coordination and resolutions of cases and complaints and liaising with internal/external stakeholders, ensuring best customer outcomes are met in line with organizational frameworks.

Achievements:

• 95% Customer resolution rate of cases within 10 day KPI timeframe.
• Coordinated investigations and testing of water quality in disadvantaged outback communities.
• Improved relationships with the NT Ombudsman from effective transparent case responses.
• Provided tailored communication pieces to a range of audiences.

Role: Undertaking compliance audits and investigations of NT Correctional facilities and NT Correctional Officer staff in accordance with the Public Sector and Management Act 1993 (PSEMA) and has directed by the Commissioner and CEO.

Achievements:

• Completed compliance audits within operational areas of NT corrections.
• Conducted investigations determining Correctional Officers have not used excessive force and upheld their duty of care.
• Conducted interviews with Correctional Officers and collated evidence, to determine any disciplinary proceedings.
• Investigated and responded to escalated complaints made by prisoners to the Ombudsman NT, Anti-Discrimination Commission, Australian Human Rights Commission, North Australian Aboriginal Justice Agency (NAAJA) and NT Police.

Role: Administering from start to end resolution whole department responses and customer centric outcomes for matters escalated outside of the contact centre and directed to the CEO, Execs, GM’s and external agencies.

Achievements:

• Influenced change from Commonwealth and Postal Industry Ombudsman recommendations to 600+ contact centre staff across multiple sites and targeted network areas.
• 100% final resolution rate of individual complaints specifically directed to the CEO and Executive leadership team; resolved and/or outcome forthcoming within 48hour timeframe.
• 97% final resolution rate of individual matters brought to media outlets such as, but not limited to: A Current Affair, 2GB, News Corp, The Age and local papers.
• 90% initial resolution rate of whole department investigation and responses from external departments; such as but not limed to, Ombudsman, Freedom of Information, Ministerial Offices, Office of Fair Trading, Office of the Information Commissioner and ACCC.
• 90% success rate of representation in Small Claims Tribunals handled within organisational legislative, terms and conditions frameworks.
• Senior collaboration with Postal Industry Ombudsman regarding changes in compensation amounts set within the terms and conditions.
• Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough resolution efforts.
• Influenced Senior Managers and Team Managers on coaching and empowering first call resolution with their agents from escalated complaints brought to the organisation.
• Provided recommendations into the National Quality Framework.
• Proposed changes from root cause analysis, most recent, a change of labelling to differentiate human ashes from other parcels.
• Maintained ongoing rapport and engagement with Board and Shareholder.
• Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
• Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
• Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
• Demonstrated empathy and understanding when dealing with sensitive or emotionally charged situations, ensuring customers felt heard and respected.

Role: Overseeing, review and distributing matters to the HLC administrators with an understanding of individual strengths and reporting to Senior Management.

Achievements:

• Managed and mentored a two-tier team consisting of 16 FTE HLC and Customer Recovery.
• Established KPIs to oversee complaint volume, resolution time and other relevant metrics.
• Collaborated with heads of external agencies such as the Ombudsman on matters caused by Australia Post and reviewing their recommendations for potential implementation.
• Determined in a customer Centric response with the balance of the organisation in mind, quantity compensation amounts outside of terms and conditions for critical incidents resulting from truck fire, train derailments, flooding etc, affecting many consumers.
• Championed a culture of continuous improvement within the team through regular feedback sessions, training sessions, and open discussions about process and complaint handling enhancements.
• Streamlined complaint handling processes for increased efficiency and reduced response times.

Role: Document arrangements in place that facilitate effective communication between Australia Post and its Shareholders, the Minister for Communications on matters affecting Australia Post.

Achievements:

• Direct contact for Federal Ministers regarding concerns raised by their constituents.
• Ongoing complaint management and consultation of recommendations made by the Corporation on policy changes that could impact Australia Post's community service obligations.

Role: Coordinated creation of a newly appointed team with career transition to HLC, providing staff with guidance, and skills to support the High-Level complaint team.

Achievements:

• Developed and hired staff consisting of 8FTE.
• Maintained the ongoing implementation of the new team as a support branch to HLC, including managerial administration.
• Provided ongoing training, development, proof reading and mentoring of staff to make them proficient in responses to low tier Ombudsman enquiries and escalated complaints from Team Managers.
• Cross-trained existing employees to maximize team agility and performance.

Role: Managing a team of 12-14 FTE staff responsible for inbound enquiries and outbound case management.

Achievements:

• Liaised with International heads of service and logistics to streamline internal case management back office functions.
• Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
• Enhanced team productivity by implementing efficient task delegation and time management strategies.
• Provided coaching and mentoring to the team, assisting with escalations, dealing with staff behavioural issues, and instigating any applied ECDP (Employee, Counsel, Disciplinary Procedures) where required.

Role: Managed 14-16 FTE staff responsible for inbound enquiries.

Achievements:

• Developed 6 staff into career progression as Team Manager.
• Facilitated meetings to communicate team performance goals and results.
• Established and maintained performance, quality and service standards for professional customer care.

Role: Designing, investigating, researching, and implementing processes to streamline procedures for best optimal business practices.

Achievements:

• Developed customized templates for routine documents to streamline workflow and minimize errors in content.

Role: Effectively forecasting labor requirements by creating and managing staff schedules to accomplish optimal efficiency of resources on a day to day and hourly basis.

Achievements:

• Managed real-time inbound call traffic volumes across multiple contact centre locations.
• Performed ad hoc reporting and analysis to improve overall performance of call centre.

Role: Taking inbound calls from the public, investigating enquiries, and assessing claims made from customers per Terms and Conditions.

Achievements:

• Selected for numerous ad hoc projects due to my exceptional customer service. One project was dealing with all damaged items brought to the Nations Post Offices and determining if compensation was warranted, and providing outcome to customers.

• Assisting large vehicle dealerships with their customer complaints to strive for customer satisfaction and Business retention.

Achievements:

• Acted as an intermediary between customers and internal departments, facilitating clear communication channels to achieve satisfactory outcomes for all parties involved.