Olivia Carnes
Rosetta,Australia
Summary
Experienced customer-focused professional with a strong background in credit, hardship support, and team mentoring at Aurora Energy. Skilled in coaching agents, managing complex accounts, and delivering empathetic, high-quality customer service. Proven ability to drive team performance, streamline workflows, and build a supportive, accountable culture, with a focus on improving customer outcomes and operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
YES Program Specialist
Aurora Energy
01.2025 - Current
- Provide specialist guidance to agents on hardship processes and credit management to ensure consistent, compliant, and customer-focused decision-making.
- Analyse account data and hardship trends to support agents in delivering tailored payment solutions and managing risk.
- Meet with and coach agents to develop skills, address improvement areas, and build confidence in hardship decision-making, KPIs, and call/system processing.
- Lead team meetings to share performance stats, initiatives, and improvement ideas; deliver training sessions and maintain documentation to strengthen agent capability.
- Support complex case escalations, communicating with customers only when required.
- Develop and maintain process guides, workflows, and reporting templates to improve efficiency, accuracy, and operational outcomes.
- Collaborate with collections, billing, customer service, customer advocacy, and business analysts to streamline hardship processes and support agents effectively.
- Monitor KPIs and call/system processing metrics to provide actionable insights to leadership and drive continuous improvement.
Credit Officer
Aurora Energy
07.2023 - 01.2025
- Assessed and managed customer accounts to identify financial hardship and provide tailored support.
- Conducted credit assessments, processed payments, and ensured compliance with company policies.
- Utilised credit management systems to monitor accounts, manage risk, and optimise collections.
- Balanced compassionate service with efficient processes to enhance decision-making and elevate customer satisfaction.
- Communicated payment options and solutions clearly to customers, facilitating informed decisions.
- Collaborated with internal teams to resolve customer issues and improve service delivery.
- Organised and managed disconnection and reconnection scheduling, ensuring prompt service delivery while managing customer expectations and adhering to policies.
Credit Specialist (Secondment)
Aurora Energy
10.2024 - 12.2024
- Utilised advanced knowledge of credit systems (HUB, CC&B, REEN after DEEN, Dialler, Power BI) to manage data, analyse trends, and optimise credit operations.
- Assessed financial hardship, balancing compassionate service with efficient processes to support customers.
- Partnered with cross-functional teams to pinpoint improvement opportunities and enhance credit operations.
- Streamlined task organisation and prioritisation to keep the team focused on business goals.
- Facilitated meetings, coached colleagues, and created documentation to strengthen team development and align with business priorities.
Residential Consultant
Aurora Energy
11.2021 - 07.2023
- Managed inbound customer inquiries, focusing on one-call resolution and exceptional service.
- Applied problem-solving and decision-making skills to consistently meet business KPIs.
- Maintained professional call etiquette while delivering efficient and effective customer solutions.
- Partnered with cross-functional teams to effectively resolve customer issues and enhance service delivery.
- Utilised CC&B and HUB systems proficiently for account management and transactions.
- Developed foundational skills in credit, outbound dialing, and collections to support team objectives.
Food & Beverage Attendant
Wrest Point Casino
06.2021 - 11.2021
- Managed multiple service areas in fast-paced environment, ensuring responsible service and resolving conflicts effectively.
- Delivered high service standards, contributing to customer satisfaction and repeat business.
Food & Beverage Attendant
The Huntington Tavern
03.2018 - 06.2021
- Promoted from junior staff member to senior employee, maintained high service standards during staff and management transitions.
- Delivered excellent customer service, contributing to operational efficiency.
Education
Year 11 & 12 -
Rosny College
Rosny Park Tasmania06.2020
Year 10 Completed -
Oatlands District High School
Oatlands, TAS01.2018
Skills
- Leadership & Team Coaching
- Training Delivery & Knowledge Sharing
- Task Management & Prioritisation
- Process Improvement & Documentation
- Compliance & Risk Monitoring
- Collaboration & Stakeholder Communication
- Customer Service Excellence
- Financial Hardship Assessment
- Credit Management & Account Oversight
- Systems Expertise: HUB, HUBCX, HUBVB, CC&B, Premier Dialler, Power BI, SharePoint, Excel
- Continuous Improvement & Operational Efficiency
- Strong Initiative & Adaptability
Certification
Certificate IV in Credit Management, AICM, 01/26.
Hobbies and Interests
- Fitness & Weight Training
- Live Music & Festivals
Timeline
YES Program Specialist
Aurora Energy
01.2025 - Current
Credit Specialist (Secondment)
Aurora Energy
10.2024 - 12.2024
Credit Officer
Aurora Energy
07.2023 - 01.2025
Residential Consultant
Aurora Energy
11.2021 - 07.2023
Food & Beverage Attendant
Wrest Point Casino
06.2021 - 11.2021
Food & Beverage Attendant
The Huntington Tavern
03.2018 - 06.2021
Year 11 & 12 -
Rosny College
Year 10 Completed -
Oatlands District High School