Experience

MorCo Fresh

• Australia
• Food and Beverage Services
• 1 - 100 Employee

• National Customer Experience Manager

  • Aug 2021 - Present



M3 Logistics Pty Ltd

• Australia
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• NSW Customer Experience Manager

  • Nov 2020 - Aug 2021



PROBE Group

• South Africa
• Services for Renewable Energy
• 1 - 100 Employee

• Contact Centre Manager - Audi Australia

  • Aug 2019 - Nov 2020

  Responsibilities: • The Audi Contact Centre Manager is responsible for leading a National Customer Service Team in achieving contractual KPI’s including Customer, Commercial and Legal within the Automotive Industry. The team handles enquiries from customers via voice (inbound / outbound) and digital (email, social media, sms). The CCM is also responsible for compliance within the Customer Relations Team who is responsible for dealing with escalated customer complaints that arise from the Australian Competition and Consumer Commission, Fair Trading and Civil and Administrative Tribunals. Impact: • Successfully scaled and adapted the team to meet the ever changing customer needs. These changes included a 'super-skilled' centre who handled a 48% increase in inbound call volume across a 12 month period and an 582% increase of outbound call volume with the implementation of an outbound dialler. • Effectively transitioned a team of 20 to work from home due to COVID-19 within 5 business days with no impact to customers.



IAG

• Argentina
• Higher Education
• 1 - 100 Employee

• Reporting Analyst

  • Jul 2017 - Aug 2019

  • Responsible for working with colleagues to track and report on progress against IAG’s strategic and operational goals.Impact:• Immediate cost reduction within the first 3 months through a variety of cost improvement initiatives including automation, digitisation and better utilisation of resources.• Successfully governed over 90 projects simultaneously through end-to-end delivery using various project management tools and methodologies.

• Customer-Centric Innovation Lab Manager

  • Mar 2016 - Jun 2017

  Responsibilities:• Responsible for delivering profitability targets and market growth objectives for Commercial Insurance.Impact:• Transformed the customer journey and achieved the highest team Customer Advocacy Score in the organisation (83%) following design and execution of various business improvement initiatives.• Positively impacted customer experience with an increase in advocacy results across the department, following the introduction of a set of customer service behavioural standards to create a cultural shift in team working practices.

• Customer Retention and Development Leader

  • Nov 2015 - Feb 2016

  Responsibilities:• Responsible for the successful delivery of key business objectives including Gross Written Premium, retention strategies, operational efficiencies and culture within Commercial Insurance.Impact:• Reduction of cancellation rate through facilitating effective focus sessions, creating an environment for sustainable change and growth.• Identified team was not commercially viable and outbound sales could be more effectively managed within inbound sales teams during downtime. Decision made to redirect outbound sales to inbound teams therefore reducing costs.

• Sales and Customer Service Team Manager

  • Jan 2015 - Oct 2015

  Responsibilities:• Responsible for the successful delivery of key business objectives including Gross Written Premium, retention strategies, operational efficiencies and culture within the Personal Insurance Division.Impact:• Through coaching and leadership, successfully uplifted both customer and commercial performance of the lowest performing Sales & Service team within in a 6-month period to the highest performing team.• Recognised nationally for a strategic plan which had a six-figure cost saving.Awards:• Recognised as Leader of the Year.

• Senior Sales and Service Consultant

  • Mar 2013 - Dec 2014

  Responsibilities:• Responsible for driving the best possible outcomes for our customers and supporting them in making informed decisions regarding various insurance products.Impact:• Consistently meeting and exceeding both commercial and customer targets.Awards:• Recognised as ‘Rookie of the Quarter’ within the first 3 months of being a Sales and Service Consultant.