Experience

Umart Online

• Australia
• Retail
• 1 - 100 Employee

• Customer Service Lead

  • Feb 2022 - Present

  Customer Service Lead- Responsible for day to day management of the offshore team, including individual, team based and operational KPI's and reporting.- Oversee recruitment, hiring, and training of new employees in customer service.- Monitors team productivity and address issues as they arise to ensure maximum efficiency and consistent service experiences.- Continuously monitor metrics and leverage customer feedback to assist management in driving continuous improvement initiatives across Customer Service.- Analysing support workflows and making suggestions to improve efficiency and effectiveness.- Take ownership of any escalations through both the call centre and external sources including Office of FairTrading and Tribunals.- Working closely with senior management to help customer service deliver on their components of overall company goals and Objectives.- Oversee and manage all Corporate enquiries including but not limited to purchase order management, old debts and support debt management recovery across the wider business. Show less

• Customer Service/Operations Coordinator

  • Jan 2021 - Feb 2022

• Customer service officer/Corporate Accounts Manager

  • Jan 2020 - Jan 2021



Australian Communication Exchange (ACE)

• Australia
• Telecommunications
• 1 - 100 Employee

• Relay Officer

  • Jun 2016 - Jan 2020

  Relayed calls for the deaf, hearing and speech impaired for the National Relay Service. Higher duties included overnight supervisor, coaching and training in emergency systems such as E106 TTY. Relayed calls for the deaf, hearing and speech impaired for the National Relay Service. Higher duties included overnight supervisor, coaching and training in emergency systems such as E106 TTY.