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People of ii – Tristan Cornall-Reilly

Sales Customer Service Representative Tristan Cornall- Reilly has been hard at work over the past 12 months studying to become even better at customer service through iiNet’s customer contact certificate 3.

With several of our CSRs involved in the course, we’re happy to have yet another staff member add to their qualifications.  Being that you may end up on the phone to Tristan at some point the next time you contact iiNet, we felt it was a great opportunity to introduce you the man behind the voice on the phone.

What does it mean to have passed the certificate 3 in Customer Contact at iiNet?
I feel a great sense of achievement. In past jobs I have requested to apply for the certificate 3, but have been knocked back. To finally get the opportunity to take part in it was great.

What do you hope to pursue with the qualification?
Hopefully a higher position within a call centre environment. Fingers crossed it also opens other doors, I’d like to be involved in really anything with a customer service background.

What usually decorates your desk?
Car posters, a can of ‘Mother’ and a picture of my son and daughter

What is the most rewarding part of your job?
Just being able to help customers connect to the right internet plan suited to them.

Where were you before you came to be at iiNet?
Well I was born and bred in Victoria, then I live in Queensland for a little while and then I moved interstate to Perth. In the workforce I’ve done a number of different jobs working with statistics. I also worked at Kmart night fill, as a ride operator at Dreamworld, as a CSR at Telstra then I finally found my place at iiNet.

iiNet highlight?
Being here for one year and loving it.

Do you have a nickname?
Twisty. Still not sure how it came about, haha.

Your most embarrassing moment?

Locking my keys in my car, while the car was running.

Who do you idolise and why?
Peter Brock. His passion for the sport he loved and the passion and dream he had for life was to envy. A famous quote by the great man “Follow Your Dreams” says it all.

What’s the best piece of advice you’ve ever been given?
I’ve lost count. There have been too many keeping me out of trouble.

What would you say is your most annoying habit?
Talking about the weather. If there is a storm coming, I won’t stop talking about it. That would be thanks to my uncle who works for the Weather Bureau in Melbourne.

If you could go back or forward in time, where would you go?
Going back in time when there were dinosaurs, that would be pretty sweet.

3 comments

  1. Stefan says:

    Then you or anybody from your team please help a customer of 3 years + 7 months to receive a BOB, ANY BOB and the additional wireless N+ connection I ordered on Friday the 11th. On the Friday the 18th so a week later, I called iinet to be told because of low stock of bob lights they are sending out bobs instead. (Not To Me!). I should receive mine by Tuesday the 22nd. I still haven’t received anything on this day. After another call to iinet I was tolled that stock has just arrived (AGAIN) and that I can expect the items in 5 working days (AGAIN). I can only hope. So in total I’m waiting then for 3 weeks. Anybody else has to wait for the BOB, like new customers to fetchTV?

  2. Stefan says:

    I got my BOB Light yesterday (23rd). Thanks for the help from customer service. Would love to connect it. Exept it came without the User Manual and Wireless Setup Guide.

  3. Frustrated says:

    Sent an earlier response but not sure if it was sent

    been a customer for easily 10 + years and ozemail have been able to sort out any problems
    Issues:
    1. iinet advertising:
    broadband advertising said 10 – 15 business days for adsl connection and 5 days for Bob lite. iinet delived on adsl connection but not on Bob lite.
    Waited nearly 2 weeks after adsl connection before bob lite arrived
    2. iinet response to shortage of bob lites.
    a) IInet did not tell its customers there was a shortage. Iinet sent customers a message to say the adsl connection was live but (?another part of the company) waited for the customers tobecome frustrated and have to ring about the modem not arriving. The staff when rung were not aware of thereason for delay. ( I was toldlater) the operators had not read the information sent to them regarding the shortage. Why didn’t iinet email or ring the customers and tell them of the delay.
    3. IInet had a plan to overcome the shortage – offer a Bob instead. This did not work as the operators were not aware and the customer was not offered this alternative. Again email/ring/text customers re this
    4. When the offer of the Bob was later made known to the customer it was withdrawn as the Bob lite is now available. Not good customer relations
    5. When the bob litearrived after a futher 6 days there were no instructions re securing wireless or set up etc so basically it is a useless modem still until the wireless can be secured and as there is no connection. result – no connection 13 days after adsl is live. Will there be 2 weeks of adsl charges made when iinet have not delivered a working/workable modem??

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