Andrew Argent

Experience

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  Sensis

  Jan 1990 - Dec 2016

  Customer Relationship Specialist

  Sensis connect customers with business in various mediums – printed White and Yellow Pages telephone directories, on line search engines, mobile and voice directory services. I worked in Sensis in Customer and Sales Support areas prior to 2002, when I took up the role of Customer Relationship Specialist with the following Responsibilities• Managed Customer Complaints Inbox for White Pages from Telstra and Telecommunications Industry Ombudsman (TIO), distributing the complaints to off shore customer care teams.• Manage escalated complaints inbox to CEO or Executive level.• Respond to all mail and reassign where appropriate.• Advise all customers and stakeholders of the Customer Charter response time.• Liaised with Telecommunications Industry Ombudsman advising on updates for each complaint.• Managed the 4 levels of complaints ensuring prompt response and resolution.• Trained an existing Sales team of 4, dedicated to stopping customers reducing advertising.• Assisted in managing the social media arm by responding to customer queries and resolving issues, within set time frames. Claims referred to by the ACCC – Australian Competition and Consumer Competition, CTTT – Customer Tenancy and Trader Tribunal and Telecommunication Industry Ombudsman.• Reported to executive and business managers on all customer complaint resolution.• Appear at Magistrate Court Tribunal hearings to resolve customer’s disputes.• • Successfully managed the transition of Customer Complaints – Escalation from a team of 6 to one person.• Successfully managed the transition of transfer of customer data base from Igen to Sales Force.• Promoted to 3 successive positions which resulted in great depth of company knowledge.• Member of the Occupational Health and Safety Committee.• Received Tier 1 Award for Recognition of Outstanding Contributions.• Consistently met all KPI’s. Show less

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  NSW Department of Education

  Jun 2018 - Jun 2020

  Customer Service Officer

  Call Centre Finance and invoicing enquiries, SAP support, Accounts Receivable

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  SG Fleet Australia Pty Limited

  Apr 2022 - now

  Purchasing Officer