Vivian Drosinos

• Fostered positive relationships with the team to deliver timely complaint handling service
• Conducted training and mentored team members
• Triage and allocation of complaint cases to the team on a daily basis
• review of processes and implementation of improvements
• documenting of procedures
• carry out of quality assurance on cases and provide feedback to the team
• case reviews with team members as required
• handling of complex, escalated or sensitive cases
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• conduct 1:1 interviews with my team regularly
• approval of leave
• management of performance issues and formal performance management
• manage Ministerial cases and Ombudsman matters
• liaise with team members and internal and external stakeholders to achieve quality outcomes
• monitor time and attendance of the team
• monitor team performance via reporting
• assisting in recruitment of new team members
• Demonstrated strong organizational and time management skills while managing multiple projects.
• maintain an inclusive team culture by encouraging participation and giving feedback
• empowering team members by delegating tasks
• share and explain information from organisational meetings
• set performance expectations clearly and assist in achieving those
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Held weekly team meetings to inform team members on news and updates.
• lead by example both in what I do and what I say
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.

• responsible for setting up a Complaints policy and procedures from scratch
• liaise with other teams to achieve a resolution for customers
• responsible for setting up a suite of common responses that can be sent to customers
• establish a complaints register in the initial stages of becoming a Government entity
• gradual progression to taking on additional team members and responsible for their training and mentoring
• handling complaints end to end
• solely responsible for all Ministerial complaints and liaising with Ministers office and later the MaPS team at Service NSW
• establishing and maintaining relationships with internal and external stakeholders
• liaising with partner agencies
• providing SME advice related to Fair Trading transactions and processes
• Provided exceptional support to customers by thoroughly understanding their needs and offering tailored solutions.
• Managed a high volume of customer inquiries, resulting in timely resolutions and positive feedback.
• Maintained detailed records of interactions with customers, ensuring all data was captured accurately for future reference and analysis.
• Collaborated with Transport for NSW teams to resolve customer complaints and drive customer experience.
• provided front line support and training

• Identification of Fair Trading transactions in scope for Service NSW Tranche 1
• Development of process flow maps outlining Fair Trading current processes
• Creation of knowledge documents covering all Fair trading transactions
• Liaising with all streams on the project and giving input on behalf of Fair Trading on practices, policies and procedures
• Providing advice to the project streams on possible improvements to processes
• Developing training materials to train new Service NSW employees in Fair Trading and GLS processes
• Providing onsite support to new Service NSW teams
• High level of input into Finance stream, including development of procedures for daily banking and end of shift reconciliations
• High level of input into design of new centres
• Liaising between Fair Trading business units and service NSW project team and executive to achieve goals
• Collaboration with other streams to develop processes relating to recruitment, HR, IT and Learning and development
• Delivering training to new teams in both Fair Trading and also Customer Service Skills
• Development and delivery of GLS training
• Assisting Fair Trading staff in their assimilation into their new roles at Service NSW
• Analyzing, problem solving, strategic thinking and addressing “go live” issues that relate to Fair Trading transactions
• Solely responsible for addressing GLS processing issues from staff onsite
• Assist in the practical set up of new sites ie preparing stores lists, forms lists, stationery required, office equipment requirements
• Hands on store set up on site prior to opening
• High level of involvement, including coordination of GLS testing
• High level of involvement including coordination of process testing, equipment testing, “a day in the life” testing
• High level of involvement in training in banking and cash recyclers including creation of user guides
• Delivering presentations to executive team and other stakeholders on Fair Trading processes
• Ongoing updating and maintenance of knowledge documents
• Identifying process improvements
• Managing the relationship between Service NSW and Fair Trading

I would be happy to supply details of prior work history if required.