For 20+ years I have turned frustrated customers into loyal ones. The complex complaints, the disputes, the high-emotion conversations a chatbot cannot hold. For a big-four bank, a government insurer, and online businesses. Now remote, from anywhere.
The angry customer. The dispute. The refund that turned into a fight. The member one bad reply away from leaving, or from posting a one-star review. That is where automation runs out, and a real person decides whether the relationship survives. That is the work I do.
Complaints and disputes handled at Ombudsman and tribunal level. I listen, acknowledge what broke, and negotiate an outcome that is fair to the customer and sustainable for the business.
From first enquiry to feeling genuinely looked after. Lead triage, onboarding, advocacy and churn saves. Turning overwhelmed clients into confident, loyal ones.
When the same issue hits twenty people in a quarter, it is not a ticket, it is a pattern. I find the root, work with the right teams, and fix the cause instead of the symptom.
The bridge between leads and clients in a fully remote team. Triaged new enquiries through to discovery calls, and mediated between coach, clients and support to keep promises on track and turn overwhelmed owners into confident, system-driven entrepreneurs.
The final point of resolution inside a NSW state-government insurer, the last resort once every other channel had been exhausted. First contact for all formal complaints: I assessed each case, found the outcome the person actually needed, and either resolved it or escalated it to the team with the authority to put it right. I joined supporting people living with confirmed asbestos-related illness, mesothelioma and dust disease, which is where I learned how much a calm, human voice matters when the stakes are at their highest.
Almost eleven years inside one of Australia's big-four banking groups, rising from front-line customer service to handling its most escalated complaints. For six of those years I represented the business at Ombudsman and tribunal level, negotiating outcomes that were fair to the customer and sustainable for the bank, with an eight-month secondment as a business analyst to fix the root causes behind the complaints I kept seeing.
Mentored students through certification with a 100% safety record and a 30% lift in satisfaction ratings. Where my work has always lived: helping people trust the process, and meeting them exactly where they are.
I look through the customer's eyes. I find what broke, why they reached out, and the solution that works for both sides.
A proud Kiwi of Samoan heritage, raised on the idea that it takes a village. I bring that to work: patience, fairness, and the belief that most problems are a relationship waiting to be repaired. Today I am a dive instructor in Koh Tao, looking for remote work that lets me do what I do best, the human part, from anywhere.
If you are automating but still want a real person on the conversations that matter, I would love to hear from you. Open to remote roles and projects, worldwide.
