Experience

SET_solutions

• Australia
• Education Administration Programs
• 1 - 100 Employee

• Call Centre Manager

  • Sep 2012 - Present

  Responsible for operations and outcomes across two call centre sites. This encompasses the reception team across Seaford, Brooklyn, Hallam and Dandenong along with the Forklift division of TAFT within the call centre operations. Responsible for providing operational leadership taking an active role in the achievement of operational outcomes aligned to overall business objectives and targets. This incorporates mentoring, coaching and developing call centre team leaders, developing a result focused driven environment based on continual improvement and ensuring internal relationships are fostered to optimise performance.



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Call Centre Manager

  • May 2009 - Sep 2012

  * Successfully implemented programs aligned to call centre operations delivering improved operational performance1. Successfully implemented call quality framework & metrics2. Successfully implemented performance management cycle & feedback loop3. Implemented extended hours call centre operations - 5-9pm operation4. Implemented streamlined outbound process (SMS campaign) & introduced blended call centre model.

• Team Manager - National Dealerships - Telstra

  • Jan 2001 - Apr 2009

  * Successfully built team of 12 from zero base (recruitment / processes / training / accom)* Successfully implemented plan to work through transformation backlogged receipts of $60m* Key Performance Targets of debtors & cash flow meet YOY* Improved Claims Reconciliation Capability through implementation of process change* Successful implementation of varied tactical programs delivering improved cash flow/DSO* Management & Compliance with Health & Safety Incidents - Regulatory requirements* Delivery of centre performance to targeted Customer Satisfaction metric (89%)

• Team Manager - Consumer - Telstra

  • Jan 1997 - Dec 2000

  * Successful resource management aligned to meeting daily service levels (80%)*Consistently exceeded monthly collections target (70%)* Successful implementation of coaching & development plans* Improvement YOY of 1% Employee Engagement