SOCAP Australia
Lisa Quinn is an experienced professional in customer services and strategic management, currently serving as Branch Manager of Customer Advocacy and Experience at Icon Water since July 2014. In this role, Lisa oversees the development and implementation of customer strategies, manages customer billing and call center operations, and leads crisis and reputation management efforts. Lisa has been a Vice President and Board Director at SOCAP Australia since 2014, enhancing customer service standards within the organization. Previous roles include Senior Manager at ACTEW Water, where responsibilities encompassed customer strategy development, relationship management, and quality assurance. With a strong educational background, including GAICD certification from the Australian Institute of Company Directors and an Advanced Diploma of Management from the Australian Institute of Management, Lisa demonstrates a commitment to professional development and leadership in the field.
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SOCAP Australia
The Society of Consumer Affairs Professionals Australia (SOCAP Australia) represents a thriving community of 1000+ influential consumer professionals, who view professional complaint management not only as a competitive advantage in business, but also as simply the right thing to do. Perhaps you’ve experienced when a customer contacts you to complain, and it’s the last thing you really feel like tackling in your day? We provide members with tools, networks, information and resources to manage complaints more easily, efficiently and effectively ensuring value to the organisation as a whole. Perhaps you’ve heard of the service recovery paradox? If yes, you’ll know many organisations fear complaints and the associated costs of managing complaints, yet good management of complaints actually leads to increased customer retention and satisfaction, increased lifetime value of a customer, increased advocacy and operational efficiencies – not to mention, keeping you in the good books with any regulators. SOCAP Australia supports members by providing: • Professional development through a curriculum of specific training workshops and major events • Avenues for the exchange of information and ideas by linking together a network of like-minded consumer professionals from Australia’s leading brands and organisations • Regulatory updates, insights and access to latest research via our e-news and our quarterly industry publication Consumer Directions • Member only pricing and discounts, along with a broad range of membership categories from individuals to large corporate teams • Thought leadership by contributing to the Standards which provide direction to for industry. In fact we assisted with the rewrite of the Australian Standard for Complaint Handling which is known as the “go to” complaint handling guide for successful organisations in Australia