Experience

Accent Group Limited

• Australia
• Retail
• 700 & Above Employee

• Productivity Analyst - Customer Experience

  • Oct 2022 - Present

  >Run weekly/monthly reports, wage spend, online order & fulfillment for 700+ Retail Stores.>Manage wage costs and develop cost effective and efficient resource planning in line with workforce & corporate goals>Identify opportunities to improve costing and roster optimization>Develop strategies to enhance operational capabilities across all resource planning functions>Identify opportunities for improved coverage to maximize customer experience support>Collaborate with coordinators and team leaders to ensure cross functional processes in workforce planning>Build queries, reports, and dashboards to draw insights from Zendesk for Customer Experience & key stakeholders>Report on customer feedback and Zendesk data to identify performance improvement opportunities and assist with identification of trends.>Report and provide analysis on wage cost and WTD/MTD/YTD with emphasis on roster reporting, identifying areas for improvement>Identify pain points and assist team to build reporting to distribute to broader business Show less

• WFM & Insights Analyst – Customer Experience

  • May 2021 - Dec 2022

  >Manage wage costs and develop cost effective and efficient resource planning in line with workforce & corporate goals>Identify opportunities to improve costing and roster optimization>Develop strategies to enhance operational capabilities across all resource planning functions>Identify opportunities for improved coverage to maximize customer experience support>Collaborate with coordinators and team leaders to ensure cross functional processes in workforce planning>Build queries, reports, and dashboards to draw insights from Zendesk for Customer Experience & key stakeholders>Report on customer feedback and Zendesk data to identify performance improvement opportunities and assist with identification of trends.>Report and provide analysis on wage cost and WTD/MTD/YTD with emphasis on roster reporting, identifying areas for improvement>Identify pain points and assist team to build reporting to distribute to broader business Show less



Target Australia

• Australia
• Retail
• 700 & Above Employee

• Workforce Planner- Customer Support Centre

  • Oct 2019 - Jan 2021

  >Workforce management: Planed and managed workforce requirements whilst maintaining a stable team environment, aligned with business needs >Created a culture where every dollar counts through management of Customer Support Centre budget, through efficient rostering, ROI management and ensuring financial controls are in place >Developed and managed internal KPI reporting that improved CSC productivity >Developed an appropriate CSC KPI dissemination framework that turned data into meaningful customer insights to drive business decisions >Delivered daily/weekly performance reports internally to CSC management team >Identified CRM operational efficiencies that improve productivity and reporting accuracy Show less



Optus

• Australia
• Telecommunications
• 700 & Above Employee

• Strategic Planning Analyst - Workforce

  • Jan 2014 - Jun 2019

  > Develop mathematically sound predictive models that forecast medium to long-term workload> Forecast monthly workload volumes, staffing requirements and accessibility levels across Australia, Philippines and India.> Engage senior executives and influence decisions.> Present complex data in a simple and concise manner.> Recommend strategies to mitigate business riskPlayed a critical role in the creation of the first LiveChat forecast methodologies and predictive models for Customer Service that optimises resource deployment according to customer demand. The LiveChat forecasting methodologies have been adopted by Optus’ outsourced vendor in their new operating model. Show less

• Business Analyst

  • Nov 2012 - Jan 2014

  > Report on weekly telesales achievement (sales) against Annual Operating Plan & forecast.> Remodel pack with relevant information to accommodate the ever changing needs of the business. > Analyse historical performance of telesales (using various reports) to provide appropriate targeting month on month.> Liaise with Channel Managers, Commercial and Campaign Manager ensuring targeting is fair and appropriate for campaign activity.> Create Packs to roll out targets month on month for Consultants/Channel Managers Show less



Optus

• Australia
• Telecommunications
• 700 & Above Employee

• Contact Centre Coaching and Knowledge Consultant

  • Jul 2008 - Dec 2011

  >Coach new inductees through effective and measured activities 10-15 agents at a time >Deliver improved and statistically measurable “speed to competency” post induction of training >Provide targeted 1-on-1 coaching to Customer Service Reps. >Provide “real time” support to ~80 CSR’s >Train CSR’s in the use of Optus knowledge bases  >Provide continual feedback to the Team leader on the CSR’s level of skill and competency  >Track, trend and report team progress to management in clear / concise reporting  >Integral part of the setup of an International call Centre, Manila Philippines  >Improve processes/training to provide cost savings to the business  >Mentor for 4 offshore counterparts in Manila. Show less