- Job title: Customer Solutions Consultant
- Country: Australia
- Length of service: 3 years
Kylie has been with the business for a little over three years and in this time, has made an amazing impact. Kylie works in the ‘work from home’ team, which means she typically works nights and weekends. Even though she is only in the office once a fortnight her big personality means that everyone on the floor knows her. The words used by colleagues and leaders to describe Kylie include: flexible, bubbly, supportive, helpful, driven, customer focused and knowledgeable.
The Contact Centre supports both the Home & Business and Auto customers, and the majority of customer solutions consultants hold one or two skill sets. In contrast, Kylie currently holds eight different skill sets, meaning she can serve customers across all but one of the contact centre’s customer queues.
She also supports her peers on the late shifts with escalation calls and problem solving. Working the late shift without a manager on site, Kylie often supports our most vulnerable customers with quite complex situations and always finds a way to resolve matters with the right balance of customer care and business acumen. And not only does Kylie regularly receive compliments from her peers, she also regularly gets customer compliments.