Experience

Hometown Australia Communities

• Australia
• Real Estate
• 1 - 100 Employee

• Relief Manager

  • May 2022 - Present



Fisher & Paykel Appliances

• New Zealand
• Manufacturing
• 700 & Above Employee

• Team Leader

  • Jun 2019 - May 2022



AA New Zealand

• New Zealand
• Consumer Services
• 200 - 300 Employee

• Team Manager - Business Service Centre

  • Jul 2017 - Jun 2019

  • Ensure CSRs are dealing with customers in accordance with agreed customer service standards and processes through observation, feedback and coaching of service behaviours• Ensure the BVS clients brand image is maintained and CSRs are achieving KPIs through call monitoring• Pro-actively work on the development, growth and up-skilling of CSRs as per BSC training schedule• Assist with the creation and distribution of training modules for BSC, ensuring the information is up to date and relevant• Maintain BSC training schedule and ensure adequate systems and/or programme training is provided to each individual team member in a timely manner• Assist the Business Operations Manager with recruitment, and in dealing with performance issues, ensuring compliance with relevant HR policies and processes• Be responsible for inducting new employees and ensure they receive the appropriate training required for their roles• Provide weekly reports on individual and team performance against targets• Ensure the BSC has supervisory coverage at all times• Provide daily operational support to the BSC by managing any phone escalations, clarify ‘exceptions’ to standard operating procedures and provide supervisory support to the CSRs• Provide leadership and direction to all staff through structured observation and coaching, proactive communication and successful introduction of initiatives and change• Be pro-active in looking for ways to enhance and improve the service delivery, technical applications, product resource and training within BSC• Support the Business Operations Manager in maintaining a positive work environment, and in ensuring morale and teamwork are consistently high• Lead by example, answer calls in accordance with service standard and processes, demonstrate a positive, friendly, empathetic and understanding manner at all times

• Team Manager - Service Response Centre

  • Jul 2016 - Jul 2017

  • Ensure CSRs are dealing with customers in accordance with agreed customer service standards and processes through observation, feedback and coaching of service behaviors• Ensure the AA’s brand image is maintained through call monitoring and positive customer satisfaction feedback via the Road service monitor• Carry out one-on-one monthly reviews of individuals and formulate action plans for improvement• Pro-actively work on the development, growth and up-skilling of CSRs• Assist the Contact Centre Manager with recruitment, and in dealing with performance issues, ensuring compliance with relevant HR policies and processes• Be responsible for inducting new employees and ensure they receive the appropriate training required for their roles.• Carry out annual performance reviews with Contact Centre Manager• Graph weekly individual and team performance against customer service and sales KPI’s and report to Contact Centre Manager• Ensure all relevant information is distributed to the team covering KPI results, new products, process and system changes, policies etc.• Manage staff leave, training or other known absences to assist in managing staffing levels for rosters.• Provide leadership and direction to all staff through structured observation and coaching, pro-active communication and successful introduction of initiatives and change•• Ensure that all Member and customer issues and complaints are handled appropriately and resolved within 2 days of receipt. • Winner of CRM Gold Award in 2018 for Member support Services

• Contact Centre Shift Coordinator

  • Aug 2014 - Jul 2016

  To lead an effective shift on a daily basis ensuring service levels are met and resource productivity is optimised on a daily basis for the three Contact Centres (SRC, CCC & BSC)

• Senior Despatch Coordinator

  • Nov 2013 - Jul 2014

• Despatch Coordinator

  • Mar 2005 - Nov 2013

  • Capture relevant job information through CARD and Core applications in order to determine the appropriate job requirements and relative priorities of breakdown job situations • Efficiently dispatch Service Officers or Contractor Service Providers (CSP’s) in accordance with agreed Standard Operating Procedures or Emergency Procedures as required • Consistently monitor and manage the progress of all dispatched jobs by liaising with Service Officers and CSP’s to ensure that breakdowns are successfully attended to • Effectively communicate accurate and relevant information to Members, Service Officers, CSP’s, Roadservice team management and Response Centre staff • Achieve a high level of customer satisfaction through the identification and effective resolution of customer concerns • Provide feedback to the Roadservice management on customer service and dispatch operational issues encountered both internally and externally • Meet all individual key performance measures • Maintain cooperative working relationships and effective communication with peers, colleagues and managers to support the team’s effort to achieve Service Excellence • Comply with all AA policies and procedures, including Health & Safety that are appropriate to the work environment • Actively contribute to the continuous improvement of Roadservice, Club Operations and the NZAA through making suggestions and participation in promotional strategies, improvement projects, communication meetings and other initiatives • Perform any other duties relevant to the position as requested

• Customer Service Representative

  • May 2004 - Feb 2005