Experience

Zurich Australia

• Financial Services
• 400 - 500 Employee

• Knowledge Coach & Training Facilitator

  • Nov 2020 - Present

  - Providing ongoing training, coaching and support to contact center agents. - Coaching and supporting junior Knowledge Coaches. - Working on process improvement and development. - Development of an ongoing coaching program. - Product, process and systems SME. - Training Facilitator - Providing ongoing training, coaching and support to contact center agents. - Coaching and supporting junior Knowledge Coaches. - Working on process improvement and development. - Development of an ongoing coaching program. - Product, process and systems SME. - Training Facilitator



ANZ

• Australia
• Banking
• 700 & Above Employee

• Knowledge Coach

  • Oct 2018 - Nov 2020

  - Providing ongoing training, coaching and support to contact center agents.- Coaching and supporting junior Knowledge Coaches.- Working on process improvement and development.- Product, process and systems SME- Development of a company wide ongoing coaching program

• Customer Service Officer

  • Jun 2014 - Oct 2018

  - Taking Inbound Calls - Liaising with Internal & External Shareholders- Answering Enquiries- Customer Retention- Liaising with Financial Advisers - Liaising with Clients- Meeting and exceeding KPI targets- Providing an Outstanding Level of Customer Service- Providing correct Product Information



Commonwealth Bank

• Australia
• Financial Services
• 700 & Above Employee

• Customer Service Specialist

  • Nov 2013 - May 2014

  - Profiling Personal Customers - Taking inbound Calls - Meeting & exceeding sales targets - Up sell & Switch selling - Matching the correct products & services to each unique customer - Surprising and delighting customers - Working in a team environment - Outstanding level of customer service - Profiling Personal Customers - Taking inbound Calls - Meeting & exceeding sales targets - Up sell & Switch selling - Matching the correct products & services to each unique customer - Surprising and delighting customers - Working in a team environment - Outstanding level of customer service



Asteron Life

• Financial Services
• 100 - 200 Employee

• Customer Service Officer

  • Mar 2013 - Nov 2013

  - Taking Inbound Calls - Liaising with Internal & External Shareholders - Answering Enquiries - Customer Retention - Liaising with Financial Advisers - Liaising with Clients - Meeting and exceeding KPI targets - Providing an Outstanding Level of Customer Service - Providing correct Product Information - Taking Inbound Calls - Liaising with Internal & External Shareholders - Answering Enquiries - Customer Retention - Liaising with Financial Advisers - Liaising with Clients - Meeting and exceeding KPI targets - Providing an Outstanding Level of Customer Service - Providing correct Product Information



St.George Bank Broker

• Customer Service Specialist / Small Business Banking Specialist

  • Nov 2009 - Mar 2013

  - Profiling Business & Personal Customers - Campaign Calls - Meeting & exceeding sales targets - Coaching of staff - Up sell & Switch selling - Matching the correct products & services to each unique customer - Surprising and delighting customers - Cash handling - Working in a team environment - Outstanding level of customer service - Supervision of Staff - Creating banking solutions for business and personal customers - Profiling Business & Personal Customers - Campaign Calls - Meeting & exceeding sales targets - Coaching of staff - Up sell & Switch selling - Matching the correct products & services to each unique customer - Surprising and delighting customers - Cash handling - Working in a team environment - Outstanding level of customer service - Supervision of Staff - Creating banking solutions for business and personal customers



Franklins & Family Supermarkets

• United Kingdom
• Retail Groceries
• 1 - 100 Employee

• Assistant Department Manager

  • Jan 2002 - Nov 2009

  - Stock control (ordering, checking, storing and display of stock) - Roster duties - Opening and closing duties (key Responsibility) - Liaising with area and state Reps Customer service OH&S Committee Secretary - Stock control (ordering, checking, storing and display of stock) - Roster duties - Opening and closing duties (key Responsibility) - Liaising with area and state Reps Customer service OH&S Committee Secretary