Customer Support Manager - Modern Support

• Feb 2022 - Present

Customer Contact Centre Manager

• Jan 2021 - Jan 2022

National Contact Centre - Team Manager

• Jan 2018 - Jan 2021

National Customer Care - Team Manager

• May 2017 - Jan 2018

National Customer Care - Operations Supervisor

• Feb 2017 - May 2017

National Customer Care - Senior Supervisor

• May 2014 - Feb 2017

Service Desk Supervisor

• Apr 2011 - May 2014

• Assisting with the Service Desk Transition from Multiple Service Providers to one • Setting up new processes, and improving existing processes that were a constant in the ATO for many years • Sending daily stats to Service Desk Analysts to keep them apprised of progress • Monitoring the performance of Service Desk Analysts to their KPIs • Performing Quality Monitoring on the calls and tickets of Service Desk Analysts • Liaising with staff and management from different resolver groups on a daily basis • Building up contacts within the ATO and Resolver Groups from different support organisations to ensure escalations are done in a timely manner, and to ensure relationship building with stakeholders. • Representing Senior Management in meetings with stakeholders to discuss improvement in processes • Dealing with escalations from the client and from Service Desk Analysts • Monitoring the phone queues to ensure SLAs are achieved • Monitoring the Roster Adherence of Service Desk Analysts • Performing One On Ones with Service Desk Analysts to discuss progression and set goals • Performing coaching and feedback sessions with Service Desk Analysts to provide guidance where required. Show less

Team Leader

• Nov 2009 - Mar 2011

• Creating process documents to assist with training• Conducting training sessions for new starters• Rolling out new processes and procedures to the team• Dealing with client enquires and requests• Sending daily reports to the client to keep them apprised of daily progress• Managing the team and making sure KPI targets are met• Assisting in making sure the team is COPC compliant• Participating in Team Leader Forum where we can share experiences and help each other with ideas to solve these problems Show less

Customer Service Representative

• Jun 2009 - Nov 2009

• UAT testing for internally built CRM• Dealing with general enquiries from the public before the program started.• Advising callers to call back on the start date of the program• Dealing with general enquiries from the public• Making bookings for Home Sustainability Assessments• Testing a new CRM made by an external party• Creating process documents to assist with training• Being a senior agent and helping new starters get quickly accustomed to changes in the program

Customer Service Representative

• Feb 2008 - Jun 2009

• Level 1 helpdesk support (via Telephone).• Providing technical support for customers using ADSL, Cable, Wifi, and Wireless (3G) products from Telstra Bigpond.