Acting Manager

• Jun 2022 - Present

Currently leading the Customer Services Branch as well as Reception and Distribution within the Fine Administration and Management Division. Currently leading the Customer Services Branch as well as Reception and Distribution within the Fine Administration and Management Division.

Team Leader

• Jan 2021 - Present

Call Centre Team Leader

• Apr 2012 - Jan 2021

Acting Call Centre Operations manager in the absence of the Operations ManagerDevelop and manage a team-based culture to ensure performance meets call centre customer service standards, goals and objectives.Monitor and manage all aspects of team and individuals performance against call centre key performance indicators to ensure the quality and timeliness of response and service; provide ongoing performance feedback to all team members; coaching, team briefs and training for staff are provided for.Co-ordinate the utilisation of staff to ensure client needs are met by ensuring implementation of, and compliance to, the rosters published by the Call and Resource Planner.Provide regular feedback to the Resource Planner on the effectiveness of rosters. Co-ordinate requests for changes of rosters for individual members of staff for approval by the Resource Planner. Manage, within agreed call centre protocols, absences and exceptions of the team, including applications for leave, (for example recreation, sick, and special leave), as well as unplanned absences ensuring the relevant Call Centre MIS monitoring tracking system is updated accordingly on a daily basis. Manage the Senior Call Centre Consultants to ensure the provision of training and product support provided meets with organisational guidelines.Liaise with Operational Managers and policy units to ensure that both customer and business needs are being assessed and improved on a continuing basis.Manage the financial activities of the team within agreed budget parameters. Participate in recruitment, selection and training processes.Manage career planning activities to ensure human resources and skill levels meet requirements.Contribute to the development and implementation of business plans and strategies, including service level agreements, to achieve Divisional and Departmental outcomes to affect the delivery of high level cost effective customer delivery.

Acting Customer Experience Manager

• Nov 2017 - Nov 2017

Lead the Call Quality (monitoring) team to ensure agents are delivering service and advice that complies with TMR policies and legislation and defined call handling standards of the centre. Lead the centre training function. (Including training processes for new staff). Review and identify training content and collateral for the centre. In conjunction with the Workforce Planning team develop and maintain the centre training calendar.As the principal contact for the phone channel, establish and maintain effective operational relationships with Smart Service Queensland (SSQ) that deliver service outcomes in accordance with the Service Level Agreement..Ensure the centre knowledge management tool is effectively maintained as a “source of truth” for staff. Identify, consult and negotiate with stakeholders, to ensure systems, processes and implementations comply with policy and delivery and meet CSB business and operational requirements;Analyse findings from ‘business as usual’ operations and new initiatives, external and internal customer surveys, customer compliments/complaints and staff feedback to refuce customer effort to access TMR services and the cost to serve. From the analysis, identify the people, process and technology capabilities required to deliver customer experiences that are aligned to TMR business directions. Develop plans for implementation across all channels (for example, Social Media, chat) in addition to established channels of phone, e-mail and mail.In conjunction with the leadership team provide input to the development and implementation of the annual strategic, business and operational planning for CSDirect.

Acting Call Centre Operations Manager

• Jul 2015 - Aug 2015

Provision of professional operational leadership, coaching, guidance and management of the customer contact center to support the cost effective delivery of Queensland Transport products and services.Ensure that appropriate development and skills programs are in place for staff to achieve agreed performance management and service levels Ensure that all people management issues are managed in compliance with the relevant human resource management legislation and policy provisions and Public Sector Management standards. • Develop, implement and manage operational policies, practices, procedures and performance measurement systems (both efficiency and effectiveness measurement) which support contact center best practices and promote customer satisfaction. Contribute to the development of strategic and business plans that support Divisional and Departmental directions. Represent Contact Centre at product group meetings and Division leadership team meetings as required.Management of the annual Operations Budget Prepare regular reports to the Director on operational, administrative and customer satisfaction trends

Team Manager

• Aug 2008 - Apr 2012

Motivating, coaching, mentoring, supporting, training and developing team members to achieve and exceed objectives by providing constructive feedback to address development areas of team members Instill a culture of learning, shared vision, innovation, continues improvement and Identifying process improvement opportunities. Use resources to achieve performance measures, staffing and technology and implement performance management processes Promptly address behavioral and work performance issues and apply the employee counseling and discipline process as required. Analysing team reports to recognise achievements and identify improvement opportunities Participate in recruitment, learning and development processes. Implementing turnover and absenteeism reduction processes. Demonstrate initiative, enthusiasm, energy, flexibility, high level of communication and interpersonal skills. Maintain sales and customer service results orientated focus within the team, as appropriate. Establish and maintain internal and external customer relationships resolving complex customer complaints. Keep up to date with Australia Post products, services, policies networks and operational systems. Demonstrate and practice values as well as a work ethic of responsibility and commitment. Maintain a safe work place and environment.

Reimbursements Team Leader

• Nov 2007 - Jul 2008

Leading a team of payments/reimbursements officers ensuring service levels are maximized and that the team provides excellent and consistent customer service. Modeling desirable behaviors in all attitutudes and maintaining a personal development plan for staff. Addressing behavioral and work performance issues through performance management process. Coach, identifying and training needs to improve performance against quality service and productivity Ensure quality checking mechanisms are in place to effectively capture errors proactively so as to improve customer service delivery and conduct formal, written appraisals Continuously identify improvement opportunities and implementing initiatives to improve service and business performance. Recruitment for and administration of new appointments. Dealing with customer complaints.