Experience

Origin Broadband
• United Kingdom
• Telecommunications
• 1 - 100 Employee
• Cx Operations lead

  • Aug 2020 - Present


Link Group (LNK)

• Australia
• Financial Services
• 700 & Above Employee

• Contact Center Operations Manager

  • May 2019 - Jun 2020

  Current operations and contact centre manager with 8 direct reports.100+ dedicated team members included in the Member Centre.Proven advocacy improvement.CX passionate.Operations deadicated.Proven successful process improvement implementation.Drive strategy.Areas within Member Centre: Contact Centre Family LawQABenefit PaymentsPensions

• Contact Centre Team Leader

  • Aug 2018 - May 2019



Samsung Electronics

• South Korea
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Contact Centre Team Leader

  • Mar 2017 - Aug 2018

  - Leader of 25 customer service agents.- Provide guidance through personal development plans.- Proven results for high NPS scores.- Provide daily coaching and feedback sessions.- Drive good performance and morale within the team.- Score weekly QA to ensure soft skills, business impact and compliance remains at a high standard.- Drive daily and weekly KPIs and targets.- Manage and keep to date weekly reports.- Implement different projects for promotions within the business. - Project manage from start to finish.

• Inbound/Outbound Contact Centre Team Leader

  • Dec 2016 - Mar 2017

  - Team leader of 15 customer service agents.- Drive high call results with low AHT.- Provide coaching sessions.- Retain high QA scores.- Drive high order processing. - Drive daily and weekly KPI reports.- Keep reports up to date.

• Customer Service CEO Representative

  • Jun 2016 - Dec 2016

  - Feedback and escalation department. - Case managing customers until case is closed.- Investigating and ensuring customer service agents have followed to correct procedures.- Highest point of escalation for customer service departments. - Recognition for high performers. - Provide weekly trend reports to management.- Stratigise on how to prevent complaints.

• Case Manager / TL Cover

  • Jan 2016 - Jun 2016

  - Case management for customers until case is closed and agreement has been finalised.- Complaint handling.- Order processing.- Keeping towards daily and weekly KPIs.- investigating unusual cases.- Retain high QA scoring. - TL cover on annual and personal leave days.



The NRMA

• Australia
• Civic and Social Organizations
• 700 & Above Employee

• Claims Specialist

  • May 2015 - Dec 2015

  - Claims specialist advisor for a small 3rd party organisation working directly with the NRMA. - Assisting customers with house insurance claims for storm damage. - Negotiating with builders. - Appointment making. - Scheduling builders appointments and work. - Working closely with project managers to ensure all jobs run smoothly. - Writing/editing scope of works. - Building relationships with customers, clients and builders. - Became team supervisor after a couple of months for AM shifts.



Commonwealth Bank

• Australia
• Financial Services
• 700 & Above Employee

• Coordinator

  • Jan 2015 - Apr 2015

  - Provide staff with a new laptop. - Assist in using and transferring content from one laptop to the new on. - Order stock. - Arrange returns - Stock take - Provide staff with a new laptop. - Assist in using and transferring content from one laptop to the new on. - Order stock. - Arrange returns - Stock take



Rossbeth Accountants

• Account Assistant

  • Oct 2014 - Dec 2014

  - PA to 3 accountants. - Organising appointments. - Tax back organising. - Gathering of relevant documents. - Meeting and greeting clients. - - PA to 3 accountants. - Organising appointments. - Tax back organising. - Gathering of relevant documents. - Meeting and greeting clients. -



Northern Powergrid

• Utilities
• 1 - 100 Employee

• Claims Specialist

  • Jan 2012 - Jun 2014

  - Claims investigator for the business - Timesheet processing - Weekly working in progress reports - 24hr emergency help line advisor - Arranging emergency repair work - Organising power outages and ensuring the public are aware of works in the area. - Claims investigator for the business - Timesheet processing - Weekly working in progress reports - 24hr emergency help line advisor - Arranging emergency repair work - Organising power outages and ensuring the public are aware of works in the area.