CSBA Quarterly Agent Awards | April – June 2024

Olivia Fraser – Western Sydney University

Team Leader Sami was enthusiastic in recounting Olivia’s exceptional customer service skills and dedication when choosing her for nomination. He began, “Olivia has set a brilliant example by using positive energy, empathy, patience, thorough questioning and active listening to handle difficult situations”.

A recent instance that stands out involved a caller who had been struggling for months to obtain their graduation documents. Olivia’s careful questioning revealed that the caller had made several orders, only to have the payments refunded because the documents had supposedly already been sent. The caller insisted they never received them. Olivia coordinated with the relevant team, which confirmed that the documents had been sent months earlier and suggested that the caller’s only options were to order replacement documents with a significant fee or file a ‘lost item’ request with the postal service. Recognising that these options were far from ideal, Olivia escalated the matter to a team leader, so they could follow up with internal teams the next day and explore better solutions. When the customer was contacted the following day, they revealed that they had found their documents, which had been misplaced during a house move.

“Olivia deserves immense credit for this outcome,” said Sami. “She took the customer’s concerns seriously and did everything in her power to assist, even when the situation seemed perplexing.” This is just one example of the many complex enquiries Olivia has shown to handle with calmness and diligence, consistently rising to challenges to achieve positive resolutions and provide an excellent customer experience.

Thanks, Olivia, for all you bring to the team.

– The nomination was received from Sami Beydoun, Team Leader, Student Services Hub

Theodora Rohl- Curtin University

“I am nominating Theo for enthusiastically engaging in our QA program and SenseCX measures, and for mastering the Providing Clear Summary measure”, says Emily Duffell, Training and Quality Assurance Advisor at Curtin University. Theo has proved to be highly engaged with the QA program and proactive in staying up to date with the information and resources provided to help continuously improve her service quality. Emily continued: “She is always happy to listen to her recorded calls and reflect on what she does well and what she can try differently. As a result, her CSBA assessment scores have been constantly improving over the past year and she is now scoring in the much-valued Service Excellence zone, above 80%”.

Theo has recently focused on Providing Clear Summaries and has excelled in this measure. Recently, she did this well at the end of a long call, and the student replied with, “Fantastic! I love your summary, thank you so much, you have been more than helpful, I really appreciate it.”  Emily suggests that comments like these are common during Theo’s calls, because she really takes her time with each student to ensure they receive a thorough resolution and understand the information provided.

Theo always has the students’ best interests at heart and is a great example of putting the person before the process. Emily concluded her nomination by expressing her gratitude and congratulations. “Well done, Theo, you are a great role model for the team, and our students are very appreciative of the quality service you provide!”

-The nomination was received from Emily Duffell, Training and Quality Assurance Advisor

Emma Bence – University of Newcastle

Says UON Team Leader Nicole Shelford, “My desk is located near Emma’s and it’s a pleasure to hear her having wonderful conversations with our current students.”

Emma joined the UON team as a Retention Officer and has since displayed a genuine passion to improve the student experience and regularly goes above and beyond for the students. Following a recent wave of CSBA assessments, Emma averaged a score of 82% and achieved a high score of 85%. “This shows her consistency and willingness to learn more about so many aspects within the AskUON Team,” say Nicole.

“Emma is so patient with the students and is able to establish rapport and trust within the first few minutes of a call.” Nicole goes on to say that Emma’s effective communication skills means she can identify any concerns the student might raise, then display compassion and empathy before referring them to the relevant support or academic services. Clearly Emma is a valued member of the UON team. Congratulations Emma!

-The nomination was received from Nicole Shelford, AskUON Team Leader