Michelle Dezso
Stanhope Gardens,NSW
Summary
Motivated and dedicated professional seeking to contribute to a collaborative, team-oriented environment where my strong work ethic, attention to detail, and commitment to excellence support the success and growth of the organisation. Adept at balancing independent responsibilities with teamwork, and focused on delivering high-quality outcomes that align with company goals. Eager to apply my skills and experience to add value, drive continuous improvement, and contribute positively to a supportive workplace culture.
Overview
17
17
years of professional experience
Work History
Compliance Manager
Zembl (Formally Make It Cheaper)
09.2022 - 09.2023
- Oversaw the organisation’s Compliance, Quality Assurance, and Customer Complaint Management Frameworks, ensuring alignment with relevant legislation and industry standards, including the Australian Consumer Law, Privacy Act, Spam Act, Telecommunications Act, National Energy Customer Framework, Energy Retail Code, Comparator’s Code of Conduct, and Energy & Water Ombudsman requirements.
- Identified, managed, and mitigated operational risks related to internal policies, client service contracts, and regulatory obligations.
- Led closed-loop reporting and trend analysis of quality performance across hybrid inbound, outbound, and digital sales operations to drive continuous improvement.
- Ensured secure documentation management, including implementation of retention schedules, version control, and structured filing systems to support regulatory compliance and business efficiency.
- Acted as primary client liaison, addressing all operational queries and executing client directives with professionalism and precision.
- Managed operational implementation of client change requests and broader change management initiatives.
- Led the development of organisational frameworks, internal policies, and training materials to support quality and compliance.
- Served as Project Lead on a high-impact initiative to overhaul the organisation’s entire sales process, driving efficiency and cross-departmental alignment. Managed complex stakeholder relationships—including clients, internal business units, and end users—to ensure seamless execution, successful adoption, and sustained process improvement.
- Provided effective people management and leadership to a diverse team, including onshore Quality Officers, Customer Support Representatives, and Operational Executives, as well as an off-shore Quality Specialist team
- Directed breach management activities, including investigation, notification, and the execution of quality and corrective actions.
- Coordinated audit preparedness and supported the successful delivery of internal and external audits.
Quality Operations Manager
Make It Cheaper
08.2018 - 07.2020
- Oversaw daily operational functions, including support for all stages of client sales submissions, to ensure smooth business performance and service delivery.
- Managed workflows, resources, and service level agreements (SLAs) across Quality Assurance, Customer Support, and Administration departments.
- Coordinated with cross-functional teams (Sales, IT, HR, Finance) to align operational activities with broader business goals.
- Monitored and reported on key operational metrics and KPIs, recommending and implementing corrective actions to address performance gaps.
- Led the customer support team to deliver timely, empathetic, and effective service across multiple support channels.
- Developed and implemented customer service standards, policies, and procedures in line with company values and compliance requirements.
- Resolved complex customer issues and escalations, ensuring prompt resolution and sustained customer satisfaction.
- Monitored service channels (phone, email, chat, social media) to maintain performance standards and ensure consistency.
- Conducted performance reviews, provided coaching and feedback, and set measurable goals aligned with individual and team objectives.
- Ensured operational practices remained compliant with all relevant laws and industry regulations (e.g., Privacy Act, Consumer Law).
- Oversaw quality assurance initiatives, including internal audits, documentation review, and execution of corrective action plans.
- Identified and managed risks related to compliance and operational performance, implementing mitigation strategies as required.
- Acted as the main point of contact for key clients and internal stakeholders on all operational matters.
- Communicated operational performance, improvement strategies, and change initiatives to executive leadership and client stakeholders.
- Ensured all client expectations and contractual obligations were consistently met or exceeded.
Quality Assurance Officer
Make It Cheaper
01.2016 - 08.2018
- Monitored and managed the Quality Assurance Framework to ensure business practices complied with standards outlined in organisational policies and procedures.
- Led and provided people management for an offshore Quality Assurance team based in the Philippines, ensuring performance alignment and team cohesion.
- Identified operational risks and executed corrective action procedures to mitigate compliance and performance issues.
- Generated reports and analysed quality metrics to drive data-informed decision-making and continuous improvement.
- Delivered constructive feedback and effectively managed difficult conversations to support team development and maintain performance standards.
Help Desk Team Member
Colliers International
08.2014 - 02.2015
- Managed the official mailbox and responded to client inquiries via phone and email, ensuring timely and professional communication.
- Liaised with Project and Property Managers to facilitate and resolve client requests efficiently.
- Coordinated with company contractors to obtain job status updates and confirm completion of scheduled works.
Privacy Officer (Woolworths Group)
SALMAT
01.2013 - 12.2014
- Responded to customer queries and concerns regarding the organisation’s Privacy Policy, ensuring clarity and compliance in all communications.
- Carried out breach notification and reporting responsibilities in accordance with regulatory requirements and internal protocols.
- Applied a strong understanding of privacy legislation and company obligations to support compliance and protect sensitive information.
Customer Service Representative (BIG W)
SALMAT
01.2012 - 12.2013
- Oversaw the organisation’s social media presence, responding to customer inquiries and maintaining a consistent brand voice.
- Handled customer email and phone enquiries with professionalism and efficiency, ensuring high levels of satisfaction.
- Managed escalated customer complaints, providing timely resolutions and maintaining positive customer relationships.
Customer Service Representative (Everyday Money)
SALMAT
01.2011 - 12.2012
- Presented financial products and services during phone consultations, tailoring solutions to meet individual customer needs.
- Processed customer payments accurately and efficiently, ensuring data integrity and compliance with financial procedures.
- Advised customers on account-related financial matters, providing clear guidance and resolving issues effectively.
- Maintained high levels of customer satisfaction, fostering trust and encouraging repeat business.
Customer Service Representative (Ticketek)
SALMAT
01.2007 - 12.2011
- Handled inbound customer calls, providing assistance with inquiries and delivering prompt, courteous service.
- Booked tickets accurately and efficiently, ensuring a smooth and professional customer experience.
Education
Diploma - Project Management
TAFE
11-2022
Graduate Certificate - Compliance And Risk Management
Governance Risk Compliance Institute
08-2022
Certificate IV -
Compliance And Risk Management
04-2019
Japanese for Beginners - Levels 1 – 3
Sydney University
Skills
- Proven ability to work independently and collaboratively within cross-functional teams
- Strong team leadership and people management capabilities
- Skilled in driving continuous improvement initiatives to enhance operational efficiency
- Experienced in developing training materials, policies, and procedural frameworks
- Advanced computer literacy, particularly in the Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Effective stakeholder engagement and relationship management
- Committed to delivering exceptional client and customer satisfaction
- Focused on achieving operational excellence through process optimisation and best practices
- Excellent interpersonal, written, and verbal communication skills
- Fluent in English with a strong command of business and professional communication
Personal Information
Date of Birth: 02/14/89
Timeline
Compliance Manager
Zembl (Formally Make It Cheaper)
09.2022 - 09.2023
Quality Operations Manager
Make It Cheaper
08.2018 - 07.2020
Quality Assurance Officer
Make It Cheaper
01.2016 - 08.2018
Help Desk Team Member
Colliers International
08.2014 - 02.2015
Privacy Officer (Woolworths Group)
SALMAT
01.2013 - 12.2014
Customer Service Representative (BIG W)
SALMAT
01.2012 - 12.2013
Customer Service Representative (Everyday Money)
SALMAT
01.2011 - 12.2012
Customer Service Representative (Ticketek)
SALMAT
01.2007 - 12.2011
Japanese for Beginners - Levels 1 – 3
Sydney University
Diploma - Project Management
TAFE
Graduate Certificate - Compliance And Risk Management
Governance Risk Compliance Institute
Certificate IV -
Compliance And Risk Management
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