Rebecca Watts
Melbourne,VIC
Summary
Extensive experience in dispute resolution with strong knowledge of law and legislation, ensuring compliance and fair outcomes. Dedicated to providing positive stakeholder experiences through clear, effective communication and collaboration. Committed to quality, consistently seeking improvements in service delivery and operational efficiency, driving excellence while maintaining high standards of consumer satisfaction.
Overview
6
6
years of professional experience
Work History
Dispute Resolution Officer
Telecommunications Industry Ombudsman
06.2021 - Current
- Managed a caseload of 25-30 telecommunications complaints per week, ensuring fair, timely resolutions in compliance with TIO guidelines, consistently exceeding KPIs.
- Delivered 76 highly praised recommended outcomes, providing clear, impartial advice to consumers and service providers, enhancing consumer experience and ensuring regulatory compliance.
- Recognized for exceptional performance and offered a secondment to the Targeted Resolution Team, becoming one of the team’s top performers due to quick and well-written case resolutions.
Triage Officer
Telecommunications Industry Ombudsman
12.2019 - 06.2021
- Assessed and escalated urgent complaints, ensuring prompt resolution for high-priority and vulnerable consumers.
- Consistently received positive feedback for thorough case documentation and accurate classification, streamlining dispute resolution.
- Provided expert guidance to consumers on resolution steps, collaborating across teams to ensure smooth handovers and improved case outcomes.
Early Resolution Officer
Telecommunications Industry Ombudsman
12.2018 - 12.2019
- Managed inbound consumer inquiries via calls and emails, delivering clear information on complaints, rights, and dispute resolution processes, consistently meeting KPIs.
- Assessed and categorized complaints for timely referral to the correct department, leading to a secondment opportunity in Triage due to exceptional performance.
- Provided empathetic, professional service to consumers and providers, ensuring compliance with Ombudsman policies and maintaining accurate, high-quality documentation.
Skills
Dispute Resolution
Regulatory Knowledge
Stakeholder Engagement
Analytical Thinking
Quality Assurance and Continuous Improvement
Effective Communication
Timeline
Dispute Resolution Officer
Telecommunications Industry Ombudsman
06.2021 - Current
Triage Officer
Telecommunications Industry Ombudsman
12.2019 - 06.2021
Early Resolution Officer
Telecommunications Industry Ombudsman
12.2018 - 12.2019
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