Gabriel commenced his career in Financial Services in 1998 where he worked for St George bank in Customer Service and began in complaints in 2005, working for Commonwealth Bank of Australia.
Gabriel has 12 years’ complaint handling experience where he has been effectively leading teams in enhancing the level of complaint handling skills and customer Service that is provided to customers during the dispute resolution process.
Throughout his career, Gabriel is responsible for leading a number of teams in driving better data capturing and enhancing the customer experience during the complaint handling process. This is achieved by simplifying the complaint handling process and team members learnt to be better alert to the key insights, risk factors and complaint patterns. Some of the major wins with this action are improved Customer Satisfaction results for Commissure’s General Insurance arm and improving the number of win ratio at FOS.
Gabriel leads a number of teams to provide better insights back to business units by arranging regular meetings to share results, insights and information and has assisted in a Complaint Handling Quality Assurance project across a team of 200 complaint handlers across a variety of streams including Banking, General Insurance, Life Insurance, Superannuation and Financial Advice. A highlight of this work was standardising the complaint handling process, the improvement of the quality of insights and the service provided to customers through the Implementation of a QA program.
During his time at Suncorp, Gabriel established a new team that specialises in managing customer complaints within a variety of schemes (Life insurance, superannuation, Financial advice and investment). His team built a more robust complaint handling process and assisted the business to see the value of complaints and the feedback they get from customers.
A distinguished individual in complaints, Gabriel has been awarded a variety awards for effective management of complaints including compliments by CEOs and Senior Management.
Gabriel has a Masters in Dispute Resolution from The University of Technology (UTS) and is active in the Dispute resolution community through UTS and SOCAP.