Experience

iiNet

• Australia
• Telecommunications
• 500 - 600 Employee

• Customer Service Representative

  • May 2017 - Present



Collection House Group

• Australia
• Financial Services
• 100 - 200 Employee

• Customer Service Representative

  • Feb 2017 - May 2017

  Adhering to debt recovery KPIsSkip Tracing clientsNegotiating outcomesReporting to a Team Leader regarding performance and conformance to legal and regulatory requirementsProviding friendly and positive solutions to clients while maintaining company prioritiesUtilizing research and tracking skills to locate and communicate clearly with clientsPerforming Skip-tracing and client location checking to ensure recording accuracy day to dayAdhering to policy and procedure and keeping up to date with relevant legislativeand regulatory requirements.



Positive Lending Solutions

• Australia
• Financial Services
• 1 - 100 Employee

• Finance Broker

  • Sep 2016 - Jan 2017

  Observing and reporting on daily leads generated overnightContacting newly obtained leads and investigating client needsCorrectly and accurately recording all client data and informationResearching lending institutions and providing client focused solutions based on results while adhering to legal and regulatory document requirementsUsing available client data to investigate new pathways to leads using social media, client data and other forms of incoming correspondence to the usiness



Cash Converters

• Australia
• Retail
• 700 & Above Employee

• Retail Manager

  • May 2014 - Sep 2016

  Daily and weekly management of staff KPIs 3 – 5 StaffMonthly liaising with store manager to facilitate training and up-skilling sessionsMerchandising management and store presentation standards maintenanceProviding weekly feedback to staff through written continuous performance reviewsHosting weekly staff meetings to provide team feedback and store results

• Manager In Training

  • Mar 2014 - May 2015

  Observing staff and providing feedback in relation to Mystery Shopping requirementsMaintaining both internal and external auditing adherence and complianceProviding exceptional customer service in the finance sectorAnalysis of customer financial records with a view to interpreting the data into usable informationProviding feedback to staff in relation to KPI requirements and expectationsUndertaking and facilitating leadership training courses



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Smart Communities Facilitator

  • Feb 2013 - Apr 2014

  Residential and Business clientele relationshipsManaging fibre installation appointments and product packages at new developmentsDaily customer contact with consistent high Net Promotor System achievementsBOH and FOH business liaison for customer solutionsDaily use of Siebel, Outlook, Excel, Word and infrastructure Legacy systems

• Complaints Resolutions Officer (Tier 1)

  • Apr 2012 - Feb 2013

  Managing case load of level 1 consumer complaints to resolution statusAutonomous work environment with self managed targetsAdministrative process compliance for complaint management as per TIO standardsDaily customer contact requiring high resilienceDepartment liaison for creative problem solving

• Subject Matter Expert

  • Aug 2010 - Apr 2012

  Staff resource for campaign and process knowledgeProcess embeddingIdentifying areas of opportunity and providing reports on staff performance.Employee coachingCustomer complaint escalation contact.Data reporting to Centre Customer Lead and Centre Manager.

• Sales Consultant

  • Apr 2010 - Apr 2012

  Tailoring telecommunications product packages for consumer customersAchieving and exceeding monthly revenue targets and campaigns.Daily customer contact with consistent high Net Promotor System achievementsTeam Revenue lead. Managing data for sales performance and strategy for increase.Frequent, structured sales coaching focus sessions.



Mitchell's Adventure

• Australia
• Retail
• 1 - 100 Employee

• Store Manager

  • Feb 2009 - Apr 2010

  Staff management of 6-10 seasonally plus support for second siteProduct ordering and stock inventoryStore merchandising.Structured staff coaching for sales, administration and merchandisingStore maintenanceCreative problem solvingData reporting to State and National Manager.

• Assistant Manager

  • Jul 2008 - Feb 2009

  Product ordering and stock inventoryStore merchandising as per directiveNight and weekend staff supervisionStore maintenance