Manoj Lamba
Mount Waverley,Australia
Summary
To work for an organization that will value my determination to provide excellent customer service and problem solving to its diverse range of customers. To use my acquired learning and training and apply them to develop and enhance systems and processes. To demonstrate my solid ability to work independently and as part of a team to complete tasks and responsibilities to achieve win-win outcomes.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Intake Resolution Officer (VDWC) APS4
Victorian Disability Workers Commission (VDWC)
Lonsdale St Melbourne
02.2024 - Current
- Receive complaints and notifications about the conduct of disability workers using the case management system
- Assess enquiries, complaints and notifications about the conduct of disability workers and recommend regulatory outcomes as defined in the Act
- Provide resolutions to complaints including conciliation/mediation between parties where an investigation is not required
- Ensure these functions of the Commission and Board are accessible, responsive, and informed by consideration of the rights and needs of people with disability.
- Act as the key liaison point with external stakeholders during the assessment, mediation/conciliation and resolution process and maintain professional and appropriate relationships consistent with the Commission's guiding principles and the Act.
- External stakeholder capacity building and education to ensure that stakeholders can easily understand and use the Commission's complaints functions and processes, and the location of further information such as response time frames, assistance in completing forms and frequently asked questions.
- Contribute to the ongoing improvement and development of complaint and notification intake, assessment, and resolution policies and procedures and any supporting instruments.
- Maintain an understanding of relevant Commonwealth and state legislation to maintain currency of knowledge and to ensure end-to-end complaint and notifications intake and resolution processes are legally compliant.
- Prepare and present detailed, comprehensive reports, briefs as well as preparing regular and ad hoc reports and correspondence to internal and external stakeholders.
- Keep accurate and complete records of your work activities in accordance with legislative requirements and the Commission's records, information security and privacy policies and requirements.
- Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the Commission's occupational health and safety (OHS) policies and procedures.
Compensation Support Officer (Registrations) APS4
DVA Compensation and Support
LaTrobe St Melbourne
08.2023 - 02.2024
- Claim Allocations – allocating claims to the delegates.
- Register and screen new claims, identifying priority indicators (clients who may be in greater need) to ensure immediate allocation to a delegate.
- Non-Liability health Care investigations and determinations (assessing eligibility based on two primary criteria).
- Accurately recording work completed in a logbook and providing that to your supervisor on a regular basis (as outlined by supervisor).
- Manage email boxes for incoming claim documentation. Refer information to correct staff member, the correct area or resolve client enquiry at the first contact.
- The stakeholder engagement may include but is not limited to providing updates on the claim investigation, requesting outstanding information and explaining the claim journey to the client. Majority of contact is via the phone, but we also utilise email, letters, and text messaging services.
- Placing appropriate documentation on client's electronic file (filing and titling, correctly).
- Ability to work efficiently as part of a small team to meet both individual and team performance targets.
- Be available to receive phone calls on either your direct line or a team call loop.
Complaints Handling Officer APS 4/5
NDIS Quality and Safeguards Commission
Spring St Melbourne
02.2023 - 08.2023
- Utilise statutory provisions under the NDIS Quality and Safeguarding Framework and the National Disability Insurance Scheme Act 2013, to request relevant information necessary to process complaints and prepare complaints documentation to enable the decision maker to make robust decisions within legislated time frames.
- Manage and resolve a caseload of routine complaints about the provision of supports and services by NDIS providers, including assessing straightforward complaints and contributing to complaints handling activities, including conciliations.
- Monitor incoming complaints to ensure high-risk or complex complaints are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles to line managers and managers.
- Support education and training programs in relation to the effective handling of complaints to inform and educate participants, NDIS providers, and the public about the NDIS Commission's complaint handling functions.
- Develop and maintain productive working relationships with a range of stakeholders to facilitate the work of the complaints handling function, and the NDIS Commission more broadly.
Case Manager – Yarra Valley Water
Yarra Valley Water
Lucknow St Mitcham
02.2022 - 02.2023
- Manage the end-to-end resolution of complaints received by customers and the Energy and Water Ombudsman Victoria (EWOV)
- Managing calls in a telephone intake setting which include handling difficult conversations with customers.
- Identifying the issue, escalating, and managing associated risks.
- Using a range of complaint resolution techniques including early resolution, service provider resolution, conciliation, and investigation.
- Ensuring accurate recording of information.
- Preparing detailed reports, correspondence, and recommendations to explain our position as per legislation.
- Developing and maintaining good relationships with team members and internal and external stakeholders
- Contributing to the priorities of the team and effectively managing individual & team caseloads.
Complex Complaints Coordinator – TIO Level 2-4
Telstra
Bourke St Melbourne
01.2015 - 01.2022
- Manage the end-to-end resolution of complaints received by Telecommunications Industry Ombudsman (TIO)
- Achieve priority resolution for complaints under management through effective stakeholder management, escalation, and communication practices.
- Be the face of Telstra with the customer, prioritising contact and negotiating a resolution based on input provided by the triage process.
- Ensure that all resolution activities are undertaken in accordance with Telstra policies and procedures as well as maintaining regular, clear, and accurate records of all agreed actions and outcomes in the required Customer Management System.
- Prepare correspondence including letters and emails that is of a standard befitting the Telstra's Executive Directors: ensuring the message is accurate, clear, delivered in the appropriate tone and aligned to our strategic Customer Advocacy goals.
- Re-establish customer advocacy through the timely, quality resolution of customer complaints to build trust, confidence, and credibility in Telstra.
Telstra Employee Referral (TER)
Telstra
Bourke St Melbourne
01.2013 - 01.2015
- Ensure high levels of customer service by taking ownership of customer complaints.
- Liaising with internal stakeholders to keep them updated about the complaints/referrals they have raised.
- Adhere to internal and external Complaints compliance measures.
- Establish and maintain effective working relationships with peer groups, key internal stakeholders, and customers.
- Corresponding with the customers over the phone, email, or mail as per their convenience to resolve their complaint(s).
- Providing up-to-date information on products and services to customers
- Effectively using TAG (Taking ownership, Action commitments, Getting it right first time)
Customer Complaints Case Manager (Level 0)
Telstra
Bourke St Melbourne
01.2011 - 01.2013
- Answering enquiries and making telephone calls to complainants
- Classifying and summarizing enquiries and complaints
- Preparing correspondence to resolving complaints
- Liaising with other departments to assist with resolution.
- Implementing appropriate actions to assist with the prompt resolution of complaints.
- Reaching an agreement with the customer and closing complaints with customer satisfaction.
- Meeting all Key performance indicators
- Credits and rebates
Customer Migration (BOH)
Telstra
Bourke St Melbourne
01.2009 - 01.2010
- Migrating customer from old to new billing platform (Legacy to Siebel)
- Liaising with various departments to amalgamate customer accounts.
- Keeping customers informed and up to date with billing cycle changes.
- Adhering to time frames and deadlines in customer account migration
- Analyzing and monitoring customer accounts with disputes follow up.
Billing Consultant
Telstra
Burwood
01.2008 - 01.2009
- Handling inbound calls from customers in relation to billing enquiries
- Monitoring end to end process of billing cycle.
- Seeking opportunity for cross selling and upselling
- Providing information about pricing, quotes, stock availability and delivery to customers.
- Liaising with relevant internal stakeholders and other departments to ensure a smooth process for customers.
- Provide administrative support to the wider team.
- Resolving billing disputes using HEAT model and escalating complaints for follow up in ITAM.
- Multitasking with customers and systems to achieve KPIs.
Inbound Sales Consultant
Telstra
Burwood
01.2006 - 01.2008
- Handling inbound calls from customers in relation to general enquiries and orders
- Day-to-day management of sales orders from processing to dispatch
- Processing high volume of sales orders into the CRM
- Providing information about pricing, quotes, stock availability and delivery to customers
- Liaising with relevant internal stakeholders and other departments to ensure a smooth process for customers.
- Provide administrative support to the wider team.
Education
Bachelor of Arts -
Mumbai University
Mumbai01.2001
Diploma - Computer Science
NIIT
Mumbai01.2000
Diploma - Business Management
Institute of Management And Research
Mumbai01.1995
Diploma - Electronics and Communication
Board of Technical Examinations
Mumbai01.1994
Skills
- Flex cab, AXIS, Start, Mica, NPAMS, STS, Siebel, ITAM, MOBY, Web track, Citrix DAISEE
Accomplishments
- Received the Employee of the month in probationary period at Yarra Valley Water
- Perseverance Award for January 2009 (Telstra Big Pond)
- Certificate III in Customer Contact ICT30102 in December 2008 (Telstra Learning Academy.)
- Going in the right direction Award for November 2008 (Telstra Big Pond)
- Most Dedicated Consultant of year 2006 (Salmat Customer Development.)
- Received “Zing” commendation from David Thodey (CEO of Telstra Corporation) on August 2, 2013
Certification
·Certificate III in Customer Contact ICT30102 in December 2008 (Telstra Learning Academy.)
Languages
Hindi
Full Professional
Interests
Avid chess player
Listening to Music
HOBBIES AND INTERESTS
Avid chess player, Listening to Music
Awards
· Received the Employee of the month in probationary period at Yarra Valley Water
· Perseverance Award for January 2009 (Telstra Big Pond)
· Going in the right direction Award for November 2008 (Telstra Big Pond)
· Most Dedicated Consultant of year 2006 (Salmat Customer Development.)
· Received “Zing ” commendation from David Thodey (CEO of Telstra Corporation) on August 2, 2013
Timeline
Intake Resolution Officer (VDWC) APS4
Victorian Disability Workers Commission (VDWC)
02.2024 - Current
Compensation Support Officer (Registrations) APS4
DVA Compensation and Support
08.2023 - 02.2024
Complaints Handling Officer APS 4/5
NDIS Quality and Safeguards Commission
02.2023 - 08.2023
Case Manager – Yarra Valley Water
Yarra Valley Water
02.2022 - 02.2023
Complex Complaints Coordinator – TIO Level 2-4
Telstra
01.2015 - 01.2022
Telstra Employee Referral (TER)
Telstra
01.2013 - 01.2015
Customer Complaints Case Manager (Level 0)
Telstra
01.2011 - 01.2013
Customer Migration (BOH)
Telstra
01.2009 - 01.2010
Billing Consultant
Telstra
01.2008 - 01.2009
Inbound Sales Consultant
Telstra
01.2006 - 01.2008
Bachelor of Arts -
Mumbai University
Diploma - Computer Science
NIIT
Diploma - Business Management
Institute of Management And Research
Diploma - Electronics and Communication
Board of Technical Examinations