Rochelle McMillan

I am currently working on a customer remediation project involving both past customer complaints and also situations where customers have had a poor experience with Jetstar.

I conduct thorough investigations by analysing information from various sources and systems (such as Salesforce, Newskies and documentation submitted by the customers), along with applying appropriate judgement to ensure the customers get a more positive outcome while at the same time factoring the cost to Jetstar along with any risk or liability.

I work to resolve these cases within time frames set by both my manager and Jetstar according to their policies and procedures.

I Proactively contact customers on the phone and in writing to seek information, negotiate resolutions and advise of case outcomes.

I work closely with my manager, other team members and other internal departments such as customer advocacy and legal to determine the appropriate outcome / resolution for each case.

I report all steps during the investigation process and at the end resolution on excel spreadsheets and within Salesforce to enable correct and accurate reporting for the project to be produced.

• I have received 5 "This is us" Award Nominations and recently I won an individual CEO "This is us" Award for continuously going above and beyond what was expected in my normal role.
• I was awarded with the MVC (Most Valued Consultant) award for August 21, February 22, September 22 and January 23 and have been nominated most months since then for this award. I also received a special mention due to my numerous nominations.
• I was nominated for an award with the Delivery and Information as I proved to be a key resource in trouble shooting & resolving very difficult customer and internal IT issues with our systems. I also wrote documents for IT identifying and providing feedback and solutions to our technology partners which in turn improved for the overall service experience for our customers.
• Learned internal systems and related service role duties to provide skilled team backup in handling customer queries and issues.
• I have used my skills to assist member services, customer care team, member management team and various superannuation consultants to resolve customer issues to help ensure they stay with Unisuper.
• Maintained updated knowledge of internal processes and industry best practices to optimise service delivery.
• I have consistently put in feedback to improve the processes and the wording used on forms, emails, our website and Unisuper's membber online system and Mobile App to improve the experience for our current and new members
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Help a large volume of customers every day with various queries. Always taking ownership to follow up members account to ensure their issue / query or complaint is resolved
• Investigated and resolved customer inquiries and complaints quickly and have assisted our customer care team, seniors and team leaders to resolve customer escalations.
• I have upskilled on the phone, chat and outbound call campaign channels
• I have completed Senior Onboarding training and assisted on tech / supervisor line. This also involved completing customer complaint and complex enquiry responses to members.
• I took ownership and initiative to upskill myself in IT knowledge to assist a large majority of members with MOL portal system issues. I am now considered the member MOL login and general MOL system expert in my department. I have pro-actively and with my own initiative trained other consultants how to resolve these issues also.
• Assisted the member online issue support team with outbound calls to members to resolve various MOL issues with a 100% success rate.
• I was selected for the member services MVC award committee who selects the winner of this monthly award. I proactively support this programme amongst the member services consultants and regularly announce consultant achievements on the member services chat.
• I have regularly assisted in buddying and mentoring newly employed member services consultant.
• Have assisted to implement stream lined interaction notes for the outbound call campaign with another outbound consultant
• Have passed my RG146 qualification online exam. Just in the process of completing the written assignment.
• 15 Months ago I approached management and successfully set up a social club committee to try to get back the in office culture within our department after staff have worked from home for so long. I have organised an AFL Grand final bbq, a Melbourne Cup carnival event, baby photo competition and assisted with the set up of the Ops / Member services BBQ etc and single handedly organised the whole Member Services department's Xmas party which was a great success.
• Due to my extensive system knowledge and trouble shooting ability I was offered a secondment in the IT system testing team. I wrote multiple test cases in Jira / Confluence and also assisted with the testing of new technology releases for both our online customer portal and mobile app in both SIT01 and REG01 IT testing environments.

My role was to provide the highest level of service to sell Emirates airline tickets, accommodation packages manage customers frequent flyer accounts and assist with other services and to assist customers with managing their travel plans.

I did this by identifying customer needs through rapport building, actively seeking out sales opportunities and promoting all Emirates related products.

My role also included detailed customer medical reviews and liasing with other departments within Emirates to ensure passenger safety when travelling with us.

I also supported and assisted travel agents with bookings, technical GDS support and special arrangements. I also advised and guided them with quoting special fares and completing ticketing formalities.

I worked as part of a close team to achieve my individual, station and network KPI's and objectives.

Emirates has a very high work ethic and I had a monthly performance review for which I had to achieve 80 % or above to pass and I also had to achieve monthly, quarterly and annual KPI's in many different areas. I consistently met or exceeded my KPI's for the whole 8 years with Emirates.

I worked with a very skilled and successful office of consultants and managers and we consistently achieved top office status with Emirates worldwide.

I was promoted to a Senior Consultant status within 16 months with Emirates which is not a common occurrence with the average being 3-5 years or more. This was due to my KPI results and reported customer satisfaction.

I often assisted the team leaders and other customer and service sales agents and was often involved in solving complex customer complaints.

I was involved in all areas of international ticketing and manual fare construction. I had daily procedural and regulation changes which I had to keep updated on to achieve a consistently high customer service standard.

My client base was worldwide for both direct customers and travel agents.

My role with this company was in both corporate and retail sales. I also specialised in international cruise ship holidays and group sport tours.

In 2007 I worked in the company's Sports Travel department and was responsible for large group and retail travel to the Rugby World Cup event. This also included organising clients extension leisure travel arrangements before and after the event.

I was also involved in other group tour arrangements during my time with this company.

I then worked full time for a 3 and a half year period in their corporate travel department.

I looked after two very large key corporate travel accounts with another Senior Consultant (the largest had a $6 Million spend) along with several other small to medium corporate accounts.

Aswell as working full time as a Senior Travel Consultant during business hours I was also the whole company's full time sole after hours consultant. I was available 24/7 during the week and and through the weekend for both retail and corporate urgent travel assistance.

My role was very rewarding and challenging with this company and I consistently achieved my set KPI's.

My role with this company was in their corporate travel team. I worked on two of their largest travel accounts (This included Victoria University).

I also assisted their leisure travel department with retail and corporate clients travel arrangements due to my extensive retail travel product knowledge.

I consistently achieved or exceeded my KPI's and I also received a few employee of the month awards.

My role included managing several key corporate travel accounts and also travel arrangements for our large retail client base. I also specialised in international cruise ship holidays

My role involved many accounting and administration duties for the office including paying suppliers, managing GDS queues and monthly BSP balancing.

Along with consistently achieving or exceeding my monthly KPI's my highest achievement with this company was to be awarded with a New Zealand company wide Bronze Sales award based on my annual sales figures.

My role in this company involved me speciialising in all airfare and travel products within the whole of South East Asia.

My role was based in their wholesale and leisure departments. I assisted both direct customers and travel agents nationwide in Australia with all aspects of South East Asian package holidays and independent travel holiday arrangements.

I consistently reached or exceeded given KPI's during my time with this company.

I also achieved an award for the highest sales with Lauda Air (now known as Austrian Airlines)

My role involved many accounting and administration duties also including paying suppliers, office queue management and balancing of BSP

My role was based in both the company's wholesale and retail departments. I was involved in all ticketing and product sales and my client based was both leisure clients and travel agents nationwide in Australia.

I specialised in New Zealand self drive, New Zealand ski holidays and Worldwide Ski packages.

In my role I was consistently requested to train and monitor new staff employed by the company.

During my time with Value Tours I achieved or exceeded my monthly sales targets and I also received many monthly top consultant sales awards.

I was consistently positioned in the top three consultants within the office based on monthly sales KPI's

My role also involved loading of land arrangement packages and airfare costings from supplier contracts in to our reservation system

My role was a sales support consultant to assist two of the Senior International sales consultants withing the office to ticket and book any land arrangements for their customers

I was also involved in managing their client files, GDS queues, paying suppliers and BSP balancing.

My role also involved producing all clients final travel documentation

I was employed as a full time Junior Travel Consultant on a five month temping contract after completing a two week work experience period.

I was involved in the booking and ticketing of flights, accommodation stopover packages and any other special arrangements for both travel arrangements and direct clients.

My role also involved producing the documentation and vouchers for Malaysia Stopover, Citystay and complimentary stopovers.

I was employed by Valentines to open their new head office restaurant and train the new staff along with two other supervisors.

It was a very exciting and challenging opportunity to help open a new restaurant.

I was in charge of training all new restaurant and bar staff staff before the opening and when the restaurant was launched, writing staff rosters and closing off the tills after every service.

My role also involved new staff inductions and writing training manuals for the staffs' continued training.

I was also involved in several marketing initiatives to help bring in new customers and increase the publics awareness of the chain

My role also involved managing the restaurant service during split shifts for breakfast, lunch and dinner.

My role as group reservationist involved building our core corporate, conference and tour client base in conjunction with our business partners in both New Zealand and international markets.

I was involved in the pre group booking / organisation, the meet and greet and check in process for many tour groups staying at the hotels. I also assisted with repeat corporate clients arrangements also.

I successfully acquired new business for the hotel in both the corporate and leisure markets and also assisted in retaining our current clientele and maintaining current contracts which were consistently targeted by other hotel chains.

I was employed at this hotel on a part time / full time basis while studying for my 3 year Diploma in Hotel Management.

This employment contributed to the co-operative education hours that were required along with my other required study subjects to achieve my qualification.

In the Banqueting department I was involved in the setting up and service of both corporate and private functions. I also supervised these functions when required and trained new staff.

I was also employed in the reservations, reception and house keeping departments. In all these roles I gained many useful service, administration and customer service skills that continue to serve me today.