Saskia Wipprecht
Brisbane
Summary
Dynamic professional with extensive experience at the NDIS Quality and Safeguards Commission, excelling in complex complaint resolution and stakeholder engagement. Proven ability to interpret policies and manage data effectively, ensuring regulatory compliance while fostering strong relationships. Recognized for critical thinking and delivering impactful solutions in challenging situations.
Overview
16
16
years of professional experience
Work History
Complaints Officer
NDIS Quality and Safeguards Commission
05.2023 - Current
- Investigate and resolve complaints about providers
- Complaint handling via phone and in writing
- Liaising with providers and relevant stakeholders for appropriate information
- Resolve within specific time frames and providing actions and outcomes of complaints to complainants orally or in writing
- Ensuring that all information is accurate and complete
- Providing feedback and education to providers for their learning
- Updating systems with completed information
- Respond according to NDIS polices, code of conduct and practise standards
- Safeguarding vulnerable participants
Placement Specialist
Aged Care Decisions
03.2020 - 04.2023
- Interact over the phone with families who require assistance with placement into aged care
- Use internal systems to understand care needs and budgets, and then shortlist and present options that match family preferences.
- Answer client questions relating to residential aged care
- Cultivate and build a relationship with the client by providing empathy and reassurance
- Offer individual client information and advice tailored to their personal situation
- Provide families with the most up-to-date information regarding aged care
Internal Dispute Resolution Officer
CUA
02.2018 - 02.2020
- Email or call members to address their concerns and provide them with a solution they are happy with
- Build strong relationships with team leaders/branch managers and other key staff members in the business
- Respond to and resolve internal disputes that our members have, these are either done over the phone or in letter/email form
- Remain compliant and adhering to bank and company policies
- Interpret and communicate polices to customers and stakeholders
- Using strong communication to establish customers’ needs and concerns and provide a solution to suit their needs and provide and excellent customer experience
- Assist members that are in challenging circumstances to build a solution that will help their situation and move forward from their circumstances
Outbound Retention Specialist
BUPA
04.2017 - 01.2018
- Call existing BUPA members who have either left or are in the process of leaving BUPA. My goal was to retain the customer by establishing needs and members current situation and putting together a solution for them.
- This role was strongly target driven.
Sales Representative and Distributor
Only Natural
Hobart
11.2013 - 03.2017
- Distribute, deliver and re-order products
- Cold Call and prospect new clients
- Put together a solution and sales presentation to suit client/business needs
- Marketing campaigns/social media
- Finalising sales
- Cash handling/daily banking
- Advertising
- Client follow up
Manager
RAMS Home Loans
Hobart
04.2013 - 10.2013
- Front desk reception/administration
- Compile and finalise loans and obtain and compile all necessary documentation
- Client and loan follow up
- Customer Service
- Manage customer files and ensure loan process is flowing smoothly
- Compile all post settlement documentation and ensure completed correctly
- Ensure all company and policy requirements are accurate
Mortgage Retention/Sales
NAB
Melb
08.2009 - 02.2013
- Outbound calls to customers who wish to leave the bank
- Putting together a solution to meet the customer’s current financial needs and situation
- Building excellent rapport with clients and providing exceptional customer service
- Writing new loans or re-writing existing loans
- Ensuring all clients financial products are meeting their current needs and situation
- Giving correct personal advice based on each individuals needs
- Order valuations
- Referral to appropriate areas
- Assess application and advise client of outcome
- Ensure client provides required information and supporting documentation
- Remain compliant and adhering to bank and company policies
- Interpret and communicate bank policy to customers and stakeholders
Outbound Home Loan Sales
NAB
Melb
02.2009 - 08.2009
- Outbound calls to new customer or existing customers who wish to make changes to their current financial situation
- Putting together a solution to meet the customer’s current financial needs and situation
- Building excellent rapport with clients and providing exceptional customer service
- Writing new loans or re-writing existing loans
- Ensuring all clients financial products are meeting their current needs and situation
- Giving correct personal advice based on each individuals needs
- Order valuations
- Referral to appropriate areas
- Assess application and advise client of outcome
- Ensure client provides required information and supporting documentation
- Remain compliant and adhering to bank and company policies
- Interpret and communicate bank policy to customers and stakeholders
Education
Certificate 3 Community Services -
RG146 -
Certificate 3 Finance -
Certificate 3 Personal Training -
Certificate 4 Personal Training -
Skills
- Complex complaint resolution
- Critical thinking
- Data management
- Stakeholder engagement
- Policy interpretation
- Case investigation
- Regulatory compliance
- Team Leadership
- Effective communication
- Risk Management
Personal Information
Date of Birth: 10/07/80
Affiliations
- Baseline Vetting valid until 10 October 2038
Timeline
Complaints Officer
NDIS Quality and Safeguards Commission
05.2023 - Current
Placement Specialist
Aged Care Decisions
03.2020 - 04.2023
Internal Dispute Resolution Officer
CUA
02.2018 - 02.2020
Outbound Retention Specialist
BUPA
04.2017 - 01.2018
Sales Representative and Distributor
Only Natural
11.2013 - 03.2017
Manager
RAMS Home Loans
04.2013 - 10.2013
Mortgage Retention/Sales
NAB
08.2009 - 02.2013
Outbound Home Loan Sales
NAB
02.2009 - 08.2009
Certificate 3 Community Services -
RG146 -
Certificate 3 Finance -
Certificate 3 Personal Training -
Certificate 4 Personal Training -
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