Nicola Sykes

Managed social media engagement and customer experience across multiple platforms for two major brands, overseeing complaint resolution, reporting, and team coordination.

• Handled all incoming social media interactions for Transurban and Linkt across Facebook, Instagram, Twitter (X), YouTube, TikTok, Google Reviews, Google Play, and App Store Reviews, ensuring timely and professional responses to customer inquiries.
• Moderated comments and addressed complaints, complex inquiries, and escalations from customers and internal stakeholders, collaborating with Legal, Public Affairs, and Corporate Affairs for investigations as needed.
• Employed active listening and open-ended questioning to resolve issues empathetically and in line with service level agreements (SLAs) and KPIs.
• Provided monthly insights and trends on social media performance and customer sentiment to management, driving strategic decisions and process improvements.
• Delivered monthly road complaint reporting, analysing trends and feedback to highlight key concerns and opportunities for improvement in operations.
• Identified systemic issues and recurring complaints, feeding back valuable insights to internal teams to drive continuous improvement.
• Managed a high-volume social media stream, ensuring the team responded quickly and effectively to customer interactions.
• Trained 5 team members to effectively handle social media management, customer complaints, and case management, ensuring consistent quality and adherence to service standards.
• Responsible for rostering and ensuring optimal coverage for the social media team to meet business needs and customer expectations.
• Built and maintained strong relationships with key internal stakeholders, including senior leaders, Legal, Public Affairs, Corporate Affairs, Community Engagement, Marketing, and Risk.
• Determined appropriate financial outcomes for customers, including account credits and adjustments, within delegated guidelines, and referred complex cases for further escalation.

• Assisting customers by providing information in response to enquiries, concerns and requests via inbound calls, outbound calls and email.
• Delivering quality, friendly customer service
• Taking ownership and resolving of complex enquiries
• Educating customers on our products
• Working flexibly across different teams and projects
• Providing support for new staff members

• Delivered fast, friendly and knowledgeable service for customer enquiries.
• Built rapport with customers by providing daily updates on outbound calls and emails.
• Responded to questions and requests from colleagues overseas in a timely manner.
• Worked across multiple systems to track shipments.

• Assisting customers with a variation of enquires on inbound phone calls
• Actioning requests within SLA's (phone, email and internal requests)
• Outbound retention sales calls
• Meeting KPI's and working towards a budjet
• Understanding customers needs and offering solutions
• Provided training and support for other members of the team.

• Greeting students with a warm welcome and providing information on courses
• Enrolling students into courses face to face
• Answering phone calls
• Replying to emails
• Scanning and up loading all necessary ID and documents for eligibility purposes.

• Overseeing the operation of the whole venue
• Admin duties
• Managing staff breaks
• Interviewing, trialing, hiring and training new staff
• Counting tills
• Recording end of day figures
• Counting and topping up safes
• Counting and topping up ATM
• Ordering stock
• Enforcing RSA
• Supervising the wait staff team
• Motivating the team to sell specials
• Reporting to venue manager
• Dealing with complaints
• Organising bookings
• Responsible for a large section giving table service in a high paced environment
• Up selling food and drinks
• Re stocking and cleaning duties.