Experience

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  City West Water

  • Team Manager

    • Jun 2012 - Present

    Responsibilities/Achievements: I manage a team of 15 on and off phone consultants in City West Water's (CWW) contact centre.I am responsible for managing, motivating, coaching and developing a team of senior consultants, who administer complex enquiries and complaints pre-Ombudsman intervention.Day to day tasks include administering work and tasks, operational and performance management, coaching and OH&S adherence. Overall responsibilities include development plans, succession planning, operational strategy, risk management and employee engagement.

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  Roy Morgan Research

  • Melbourne, Australia

  • Account Manager (Telecommunications and Utilities)

    • Apr 2011 - Jan 2012
    • Melbourne, Australia

    The account management of several blue chip companies and government organisations, relating to market research in the field of Telecommunications and Utilities.Established and maintained strong client relationships, via face to face meetings and presentations and telephone and email interactions. Provided qualitative data analysis and strategic and innovative thinking to clients with high quality market research. Understood the needs of current and prospective clients; identified the right data sets for their business objectives, working closely with each client, ensuring that the data remained relevant to their requirements. It was fundamental that I determined and implemented dynamic solutions tailored to meet the current and future needs of each client; such as changing market environments, evolving habits of consumers and new technologies.Managed the delivery of multiple market research databases required to formulate marketing and operational strategies for clients. This required organising team members to produce specific databases and the subsequent auditing of each database for reliability.Ensured that all deliverables were met within budget and on time; this included the preparation of contracts; the delivery of databases, presentations and reports; the reviewing of market research product polls; plus day to day and ad hoc client enquiries. Set clear objectives and managed client expectations, building trust and additional services.The role demanded:Effective oral and written communication skills used to undertake client presentations, customised report requests, and specific data analysis. Project management skills including a high level of organisation, forward planning and strong time and resource management.Innovative thinking and strong analytical skills.

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  AGL Energy Limited

  • Team Manager

    • Apr 1999 - Nov 2010

    Responsibilities/Achievements: Managing, motivating, coaching and developing teams of 10-20 customer service and sales consultants in call centre and back office environments. I managed several phone and off-phone consultants on a daily basis; setting clear directives, establishing goals and promoting AGL's values. It was vital to ensure that the team took ownership of its responsibilities and was accountable for its performance, including requesting support and further training if required. I provided support and development for the team through call monitoring and coaching, as well as motivating the team through goal setting and reward and recognition. I was responsible for motivating consultants; particularly customer excellence and sales, in a very competitive market; where retention and the acquisition of new customers is essential to AGL's business strategy.Performance management, monthly working progresses and annual reviews were an integral component of my role. This included the promotion of consultants to a higher pay grade, if they exceeded expectations and the performance management of those who did not meet key accountabilities.Managing a significant organisational change that resulted in the migration of a team I was managing to an interstate office. This included communicating the change, organising support and counselling and the successful transfer of work and responsibilities. I also networked with other leaders within AGL to place team members in suitable replacement roles within the business, achieving the retention of all employees. Recruitment was also a fundamental part of being a team manager.I was able to achieve team KPIs and engagement.