Suzanne Orr

· Identify and engage with customer or Financial Counsellors who submit cases for mis selling

· Address customer concerns related to incorrect sales or misleading information during sales events

· Remediate case involving misrepresentations, false representations, manipulation of credit assessments, unwanted sale of add-on's, and sales of unaffordable products or services

· Ensure customers understand the terms of transactions and avoid exploiting cultural propensities to express agreement

· Manage cases where customer was entered into multiple contracts for post – paid mobile products and services on a single day

· Collaborate with various departments to ensure effective remediation and customer satisfaction

Additional duties

· Completing the monthly QA reviews for the consultants within team

· The training of the new First Nation Remediation Outbound Case Managers consultants on Palm Island and in Jumbun

Assisting our customers who are in a financial or vulnerable situation. Some of the situations included recently becoming unemployed, reduced employment, loss of family members and Domestic Violence.

Empathic communication with the customer

Each outcome tailored to suit the individual needs as no two personal circumstances were the same.

Managing caseloads in an efficient and effective manger

· Management of complaint cases assigned for resolution.

· Effective and professional communication and negotiation.

· Timely resolutions provided.

· Customer's informed of progress, planned outcomes and agreed resolution.

· Complaints encompassed issues with billing, sales and compensation for loss of business.

· Inbound team that assists with service and sales of our small business and consumer customers.

· Billing queries and disputes. Whole of account reviews to ensure that the products and services that were active were suitable and valuable to our customer needs.

· Assisting customer that may have found themselves in financial hardship or vulnerable circumstances.

· Quality conversations around needs and wants of new products and services and the sale and provisioning of these products and/ or services.

· Assisting customers with the navigation of our online portal and management of their account.

· Assisted in the faults team for a short period of time

· Peer to Peer coaching.

· Part of the team that completed call calibrations

· TBE - Recognized as the only consultant who achieved a scoring of 5 across all 5 pillars.

· CUE mentorship and training for FOH consultants in Brisbane, participated in training video for CUE.

· 2IC role for a number of teams over this time

· Inbound team dedicated to assist consultants with complex billing and product demands.

· We provided support and mentorship for all products and systems used across small business at that time.

· Management of Bereavement cases assigned for completion.

· Compassion and empathy key in communication.

· Clear guidance on process provided.

· Providing small business and residential customers a positive outcome at a difficult time.

· Management of complaint cases assigned for resolution.

· Effective and professional communication and negotiation.

· Timely resolutions provided.

· Customer's informed of progress, planned outcomes and agreed resolution.

· Complaints encompassed issues with billing, sales and compensation for loss of business.

· Inbound team that assisted with service and sales of our small business customers.

· Billing queries and disputes. Whole of account reviews to ensure that the products and services that were active were suitable and valuable to our customer needs and/ wants.

· Assisting customer that may have found themselves in financial hardship or vulnerable circumstances.

· Quality conversations around needs and wants of new products and services and the sale and provisioning of these products and/ or services.

· A team that assisted our business customers in mobile contract disputes - contracts that were incorrectly or fraudulently setup.

· Coming to a resolution that was suitable for our customers and in alignment with Telstra business rules, policies and procedures.

· Inbound service and sales consultant helping our customers with any queries related to their current services - billing queries and disputes.

· Assisting with customers that find themselves in vulnerable circumstances -financial/personal/family.

· Sales conversations based around our customer's needs and wants and the provisioning of these new services.