Helen Robison

Contact Centre Manager at National Dental Care
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Contact Information
us****@****om
(386) 825-5501
Location
Brisbane, Queensland, Australia, AU
Skills

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Credentials

  • Certificate IV in Workplace Training and Assessment
    -

Experience

  • National Dental Care
    • Australia
    • Hospitals and Health Care
    • 100 - 200 Employee
    • Contact Centre Manager
      • Sep 2015 - Present

      Fundamentally responsible for the overall operational management of the contact centre, including supervision and performance management of centre staff, organisation of appropriate training, monitoring office dynamics and interpersonal relationships.

    • Contact Centre Manager
      • 2015 - 2016

  • Medibank
    • Australia
    • Insurance
    • 700 & Above Employee
    • National Booking Manager - Queensland
      • 2014 - 2015

  • Konekt
    • Australia
    • Vocational Rehabilitation Services
    • 200 - 300 Employee
    • Manager - Konekt Service Centre
      • Oct 2012 - Dec 2014

      Fundamentally responsible for the overall operational management of the national service centre, including supervision and performance management of centre staff, organisation of appropriate training, monitoring office dynamics and interpersonal relationships Fundamentally responsible for the overall operational management of the national service centre, including supervision and performance management of centre staff, organisation of appropriate training, monitoring office dynamics and interpersonal relationships

  • Queensland Motorways
    • Team Leader - Customer Relations
      • 2008 - 2012

      Team ManagementProject support team for SAP implementation Recruitment Performance Management Team motivation and achievement of KPI’s Complaints, Compliments and Contract Management of staff and customersManagement of Ministerial Complaints Team ManagementProject support team for SAP implementation Recruitment Performance Management Team motivation and achievement of KPI’s Complaints, Compliments and Contract Management of staff and customersManagement of Ministerial Complaints

  • Kaplan Professional
    • United States
    • Education Administration Programs
    • 200 - 300 Employee
    • Client Contact Centre Manager
      • Oct 2007 - Oct 2008

      Team Management  Recruitment Implementation of career path planning Operations ManagementBudget preparation and reportingPerformance Management/Action Plan Implementation Team motivation and achievement of KPI’s Grade of Service Results.(80% of calls, answered within 30sec with less than 3% abandonment)Complaints, Compliments and Contract Management of staff, customers and clientsConflict management with team membersPlanning, implementation and management of change, including high level analytical planning and decision makingApplication of statistical measures to workflows for resourcing, rostering and schedulingDeveloping Senior Consultants and New Team Leaders via mentorship

  • RACQ
    • Australia
    • Financial Services
    • 700 & Above Employee
    • Trainer
      • 2001 - 2005

  • Allianz Partners
    • France
    • Insurance
    • 700 & Above Employee
    • Team Manager
      • 2001 - 2004

Education

  • Wynnum State High School
    -

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