Experience

Platinum Health Supply Group

• Australia
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Customer Care Manager

  • Jun 2022 - Present

  Handling customer calls and emails, while providing support to the purchasing and warehouse teams Handling customer calls and emails, while providing support to the purchasing and warehouse teams



Equus Partners

• Australia
• Accounting
• 1 - 100 Employee

• Client Services Coordinator

  • Jan 2021 - Mar 2022

  Calendar management, Handling and preparation of client documents related to investments and insurance, answering client email inquiries, updating reports Calendar management, Handling and preparation of client documents related to investments and insurance, answering client email inquiries, updating reports



Kognity

• Sweden
• Technology, Information and Internet
• 100 - 200 Employee

• • Apr 2020 - Dec 2020

• • May 2018 - Apr 2020

• • Jul 2017 - Apr 2020

  Provide support to re onboarding and onboarding international clients. Support includes access creation and basic technical support, training scheduling/ appointment setting and updating trackers/ data entry.



Mulcahy & Co

• Australia
• Financial Services
• 1 - 100 Employee

• • Apr 2019 - Dec 2020

• • Apr 2019 - Dec 2020

• • Apr 2019 - Dec 2020



ANZ

• Australia
• Banking
• 700 & Above Employee

• • Apr 2014 - Oct 2016

  Contributed in identifying and implementing cost reduction and process improvement initiatives to our projects to ensure effective cost management in line with allocated project budgets➢ Coordinated with stakeholders to identify and understand needs and perceptions to determine the appropriate strategies for training, design and delivery➢ Delivered facilitation support, work plan/calendar in line with strategic business priorities/ assisting in scheduling and developing training materials for involved businesses affected by project changes or improvements➢ Provided services in the design and development of training modules and coordination of any training scheduling requirements➢ Provided SharePoint support in creating post training surveys and forms for tracking as well as storage of relevant references and documentation➢ Coordinated, cascaded and collated information crucial for all learning-related communications and reporting➢ Ensured alignment and adherence of all comms and training with the bank’s governance policies, processes and standards, and with external regulatory requirements➢ Escalated/ documented risks and issues for tracking and required actions➢ Provided assistance in documentation activities and requirements including end to end processes and process maps➢ Assisted in Project Management Office activities such as weekly project updates, Change Request Meetings and Risk and issues assessment meetings and reports Show less

• • Feb 2011 - Mar 2014

   Evaluate tenured advisers to ensure proper adherence to the process for calls and emails Provide coaching points and action plans for continuous improvement if necessary, to the team leaders and subject matter experts Provide real time and historical reports on stats, scores and trends and join weekly and monthly business reviews with the ANZ PA Leadership team Support the KM function in identifying possible gaps in the content provided, identified through live evaluations Facilitate calibration sessions with operations and with our counterparts from the Australian Contact Center Continuous learning in using PeopleSoft, The Edge, Service Desk and understanding of policies from countries such as, AUS, New Zealand and APEA countries Attend meetings with our counterparts from other countries to provide feedback and updates Conduct investigations on missed and returned cases and non adherence to policies and processes concerning payroll, employee relations matters and other HR concerns from Australia, New Zealand, India and APEA Countries- part of my tasks before this was fully transitioned to TLs and SMEs Assist in the accreditation of our new hires through email accreditation Conduct QA sessions for the new hires to provide them with insights on how they will be evaluated when they go live and when they undergo accreditation Owned the up skilling project before the implementation of changes from the Process and Improvement Team - schedule, plan, book, topics, topic review, cascades, documentation/ minutes and materials Reporting under the GSS Enablement team to give quality service to People Assist Developed the new QMF with the assistance of the QAs from the Australian contact center and the Process and Improvement Team Mentoring of QA secondees Handles the reporting and administration of the new Voice and Email QMF ( Quality Monitoring Form)Part of the leadership team who pioneered and developed processes Show less



[24]7.ai

• United States
• Software Development
• 700 & Above Employee

• • May 2010 - Jan 2011

   Evaluate mid and bottom quartile performers, based on CSAT results, on their product knowledge which includes following policies and following proper procedures. Provide real time coaching and feedback to advisers based on their evaluations. Evaluate mid and bottom quartile performers on their communication skills and give them real time feedback and coaching as well. Facilitate leveling sessions during product and communication training classes to prepare and orient trainees on the policies and metrics that we follow on the floor. Create modules, activities and facilitator guides to be used in leveling classes, coaching and uptraining sessions. Provide support to operations by taking in calls when the service level requires it. Provide support to operations by floorwalking and serve as SMEs when the need arises. Interpret real time data to come up with action plans that will help improve our teams. Facilitate calibration sessions when needed. Serve as Trainer when the ramp requires it. Show less

• • Jan 2009 - Apr 2010

   Handled CCT Training classes (12 days) for new hires, focusing on UK culture, accent, pronunciation, call center basics and communication and listening skills. This included real time coaching and feedback, mock calls, computer based tests, and activities. Attended the complete product training program for the account, going through CBTs, accreditations, and live calls. Completed T4 training which stands for Train the Total Trainer Attended QA sessions to become aware of QA processes. Completed CCT training as well. Helped in module revisions and proofreading. Completed training for a UK telecoms account, which included product information, accreditations, and taking live calls. Evaluate live agents and give them immediate or intensive coaching. Was part of Excellence Bay, a project which focuses on agents who are having trouble in meeting the required metrics Show less



TTEC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• • Aug 2007 - Aug 2008

  o To teach agents proper grammar and pronunciation as well as proper customer interaction through a 5 day training program specifically designed for the said purpose.o To evaluate their communication skills to be able to gauge if the trainees are fit to take calls on the flooro Give the trainees their opportunities for improvement as well as coaching to improve their communication skillso Provide trainees with immediate feedback after every call simulation session and activityo Give them an overview on how to pass Berlitz testing as well as assist them through the testing process. Show less

• • Jun 2006 - Jul 2007

  As an ACE Coach, my job is to refine English accent and conversational ability before “live” support and to continuously coach, support and monitor ongoing language development of the agents. My responsibilities as an ACE Coach include the following: o To evaluate each of the allocated 110 agents thrice a month and to provide feedback regarding their opportunities for improvement.o Spearheads Team Lead calibration sessions.o Participates in internal meetings with Operations.o Co-facilitates new hire classes.o Required and has completed assigned computer-based courses for certification.o Required and has completed assigned instructor-led courses for certification. Show less