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Will Fraser is an experienced professional in the telecommunications and customer service sectors, currently serving as an Early Resolution Coach, Trainer, and Team Leader at the Telecommunications Industry Ombudsman since 2011. In this role, Will coaches approximately 50 contact centre employees and supports five team leaders while also acting as a jurisdictional and technical subject matter expert. Previously, Will held positions as a Learning and Development Officer, where responsibilities included training over 50 new employees annually and developing training documentation. Prior experience includes managing a customer care team at AGL and providing learning and development consultancy at United Energy. Will has pursued various educational opportunities, including Mental Health First Aid and training in coaching and development.