Melissa Hansen

Senior Consultant at Customer Driven Solutions
  • Claim this Profile
Contact Information
us****@****om
(386) 825-5501
Location
Greater Brisbane Area, AU
Skills

Topline Score

Topline score feature will be out soon.

Bio

Generated by
Topline AI

5.0

/5.0
/ Based on 1 ratings
  • (1)
  • (0)
  • (0)
  • (0)
  • (0)

Filter reviews by:

LinkedIn User

I have found Melissa to be highly valuable in the call center environment. Melissa has held a number of key roles and has always displayed a professional, high energy and proactive approach to delivering business outcomes.

You need to have a working account to view this content.
Join now
You need to have a working account to view this content.
Join now

Credentials

  • Cloud Certified Partner
    Genesys
    Aug, 2022
    - Nov, 2024

Experience

  • Customer Driven Solutions
    • Australia
    • Business Consulting and Services
    • 1 - 100 Employee
    • Senior Consultant
      • May 2022 - Present

  • Flight Centre Travel Group
    • Australia
    • Travel Arrangements
    • 700 & Above Employee
    • Enquiry Manager
      • Jan 2021 - May 2022

      Flight Centre and Travel Associates

    • Shared Services Manager
      • Sep 2018 - Dec 2020

      24/7 Global Customer Care Contact Centre Multi Site: Australia, Canada, Philippines, Malaysia

    • Business Improvement Manager
      • Sep 2017 - Sep 2018

      24/7 Global Customer Care Contact Centre

    • Workforce Manager
      • Sep 2016 - Sep 2017

  • Collection House Group
    • Australia
    • Financial Services
    • 100 - 200 Employee
    • Dialler Manager
      • Jan 2015 - Aug 2016

      Administration and monitoring of Cisco dialer, including design, development and maintenance of dial and list strategies, campaigns, calling lists, filters and post campaign reporting. Forecast resource requirements to achieve current and future outbound delivery targets.Provide specialist advice and solutions to meet business objectives and client scorecard parameters. Leading a centralised team of dialler administrators, ensure seamless execution of strategy.Manage the performance of dialler metrics, including service levels, occupancy and call routing to ensure departmental KPI’s are surpassed. Show less

    • Campaign Leader
      • May 2012 - Dec 2014

      Provide support to operations and external clients by developing approved strategies to achieve business objectives. Gather insights, conduct trend analysis, and undertake data/process mining to identify gaps in current performance in order to deliver improvement across strategy, process and technology. Work collaboratively with operational and support areas to identify and prioritize key opportunity areas in workforce planning. Develop innovative approaches to increase operational performance through identification of new tools and process. Ensure accurate campaign execution through leadership and development of campaign administration team Show less

    • Team Leader
      • Jun 2009 - Apr 2012

      Lead and mentor customer service officers to achieve monthly targets and KPI’s, ensuring effective training and operational support is provided. Create and maintain a high-quality work environment ensuring team members are motivated to perform at their highest level by developing a dynamic and robust team culture. Conduct call evaluations and coaching sessions in order to drive continuous improvement, maintaining records for trend analysis.

Education

  • The University of Queensland
    Bachelor’s Degree, Business Management; International Business
    2005 - 2009
  • The University of Queensland
    Bachelor’s Degree, Business Communication; Marketing and Public Relations
    2005 - 2009

Community

You need to have a working account to view this content. Click here to join now