Open to opportunities

Devki Vaishnav

@devkivaishnav

Message

Customer Experience Leader with expertise in credit operations and compliance.

Australia

Message

What I'm looking for

I seek a role that values customer advocacy, offers growth opportunities, and supports remote collaboration.

I am a Customer Experience & Credit Operations Leader with over 5 years of experience transforming customer outcomes in the telecommunications and utilities sectors. My expertise lies in leading hybrid and remote-ready, cross-functional teams to deliver high-impact support to vulnerable and hardship-affected customers. I have a proven track record of reducing outstanding debt, managing high-risk escalations, and implementing scalable complaint governance frameworks.

At Origin Energy, I lead a specialist team focused on hardship, collections, and vulnerable customer support. My strategic initiatives have resulted in a reduction of outstanding debt by over $12 million. I am committed to equity and compliance, and I strive to build human-first customer success cultures across borders and time zones. My fluency in digital operations, including Salesforce, SAP ISU, and Power BI, equips me to lead global, distributed teams effectively.

Experience

Work history, roles, and key accomplishments

Current

Credit and Solar Operations Team Lead

Current

Origin Energy

May 2022 - Present (3 years 3 months)

Led a specialist team of 8 across hardship, collections, and vulnerable customer support with a customer-first approach and regulatory compliance. Reduced outstanding debt by $12M+ through strategic root cause identification and systemic fixes.

Salesforce SAP ISU Power BI Jira Regulatory Compliance Team Leadership Customer Advocacy Process Improvement

Customer Advocacy Officer

Vocus Group

Dec 2020 - Present (4 years 8 months)

Managed complex end-to-end complaints and hardship portfolios, improving customer engagement and trust in a fast-paced telco environment. Redesigned internal complaint processes, increasing case resolution and response efficiency.

Customer Advocacy Regulatory Compliance

Quality and Compliance Officer

Probe Group

Apr 2020 - Present (5 years 4 months)

Audited interactions for compliance with life support and FDV policies under energy sector regulations. Delivered QA feedback to improve handling of hardship scenarios by frontline agents.

Quality Assurance Auditing Regulatory Compliance Customer Experience Policy Implementation Feedback

Education

Degrees, certifications, and relevant coursework

M.S. University

Bachelor of Arts & Bachelor of Legislative Law (Hons), Arts & Legislative Law

Completed a comprehensive program covering both arts and legislative law. Gained a strong foundation in legal principles and humanities.

British Council

CELTA Certification, English Language Teaching

Obtained the Certificate in English Language Teaching to Adults (CELTA). Developed practical skills in teaching English to non-native speakers.

Ematrix

Certification, Customer Service & Hardship Management

Completed specialized training in customer service and hardship management. Acquired skills to effectively support customers facing difficult circumstances.