Experience

MyDeal

• Australia
• Retail
• 100 - 200 Employee

• Customer Service Manager

  • Sep 2023 - Present

  MyDeal.com.au is a forward-thinking online marketplace, where innovation meets execution. Working alongside a dynamic team that is constantly redefining the way consumers experience online shoppingAs the Customer Service Manager, I oversee and manage aspects of the Customer Service Department. This includes tasks such as, recruiting and training team members, improving processes, providing coaching and support, fostering a positive workplace culture and ensuring performance goals are met.Key Responsibilities: • Lead and guide teams spread across onshore and offshore • Carefully analyse and interpret customer feedback to gain valuable insights into their mindset and preferences • Shape processes and policies to elevate the MyDeal.com.au experience, ensuring strong customer loyalty and encourage repeat transactions. • Manage performance centred around delivering positive customer outcomes, ensuring our team consistently exceeds expectations. • Implement scalable solutions that aligns with our company's growth ambitions • Develop a workplace culture where team members are empowered to develop both their technical and leadership skills. Show less

• Assistant Customer Service Manager In Stock

  • Feb 2022 - Sep 2023

  In my role as the Assistant Customer Service Manager for In Stock at MyDeal.com.au, I am dedicated to ensuring an exceptional customer experience for the MyDeal.com.au private label. I take pride in driving meaningful improvements that directly impact our customers and the company's success.Successfully led the transition of our team into a robust ticket management system, resulting in remarkable efficiencies across key metrics: • Reduced First Time Reply by 80% • Cut Full Resolution Time by 60% • Slashed Ticket Volumes by 84%Redefined processes to align more closely with the customer experience, yielding significant results: • Achieved a 42.9% increase in Customer Satisfaction (CSAT) • Boosted Net Promoter Score (NPS) by 24 points • Diminished Escalation volume by 80% Show less



Openpay

• Australia
• Financial Services
• 1 - 100 Employee

• Team Leader

  • Aug 2021 - Jan 2022



nbn® Australia

• Australia
• Telecommunications
• 700 & Above Employee

• Operations Lead Fixed Wireless/Satellite

  • Jan 2018 - Apr 2021

  Reporting to both Operations Manager and the Technology operations Manager, I am accountable for the management and leadership of multiple cross functional teams who are responsible for ensuring complaints are resolved at the highest level of customer service. Who also are responsible to adhere to strict guidelines and ensure impacted services are restored within SLAs.

• Team Leader HFC Technology

  • Jan 2017 - Jan 2018

• Team Leader FTTP Technology

  • Jun 2016 - Jan 2017



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Team Leader

  • Jun 2009 - Jun 2016

  Supported consultants in delivering world class customer service, provided frequent high level coaching to staff members enabling peak performance, motivation whilst contributing to the business strategies and achieving all key metricsManaged several aspects of Telstra's Contact Centre organisation, ranging from:- Outbound Sales- Inbound Enquiries- Complex Complaints

• Business Specialist

  • Jun 2012 - Jan 2013

  Provide expertise and support to staff in Telstra’s offshore partners TelePerformance, focusing heavily on effective leadership techniques and running regular seminars around people management, coaching, managing performance/measures and linking it back to the creation of advocacy.