National Operations Manager

• Jan 2023 - Present

National Call Centre Manager

• Aug 2021 - Jan 2023

Head Of Operations and CX

• Dec 2020 - Jul 2021

Averee recently launched an online shopping destination for people with disabilities and with the effects of ageing. Key Achievements: • Successfully launched an E-commerce website with average cart value of $215. • Developed, refined and implemented site taxonomy to optimise SEO and UX. • Created Averee site operating policies and processes to ensure compliance. • Implemented end to end CRM (Salesforce) for Omnichannel sales and service experience. • Successfully onboarded 80 new sellers onto the Averee platform. • Successful implementation of Zendesk messaging with CSAT of 100%. Show less

Customer Enquiry Centre Manager

• Nov 2015 - Dec 2020

Baptcare is a not-for-profit organisation based in Victoria and Tasmania, Australia. Our Mission is: Partnering for fullness of life with people of all ages, cultures, beliefs and circumstances. Key Achievements: • Full implementation of a centralised contact center for the organisation growing from 0 to 4. • Developed CRM (Salesforce) for omnichannel experience for customers and agents across 3 business units. • Negotiated a 5% lower licensing costs for contact center telephony software. • Lead high performing team where utilisation was approximately at 83% with 93% Quality scores. • Successful implementation of organisation wide growth project for the Aged Care business units. • Generated over $400,000 in over the phone sales for the In-home care business in the financial year. • Facilitated in generating $8.5m for the In-Home Care business unit in the financial year. • Supported in generating approx. $200m for the residential aged care business in previous financial year to achieve sales growth targets. With people of all ages, cultures, beliefs and circumstances: We are inclusive in our approach and address needs wherever they are, regardless of ages, cultures, beliefs and circumstances Show less

Driver Services

• Mar 2014 - Nov 2015

FleetPartners is a leading leasing and fleet management company, managing over 55,000 vehicles across Australia and New Zealand. Key Achievements: • Engaged with commercial and private clients to resolve any issues. • Worked closely with insurance companies to manage insurance claims. • Trained new representatives and provided feedback. • Escalation point for the team. FleetPartners is a leading leasing and fleet management company, managing over 55,000 vehicles across Australia and New Zealand. Key Achievements: • Engaged with commercial and private clients to resolve any issues. • Worked closely with insurance companies to manage insurance claims. • Trained new representatives and provided feedback. • Escalation point for the team.

National Quality Assurance Manager

• Jun 2013 - Oct 2013

Streetsmart Energy was an start up in which group buying encourafed cheaper energy deals for its customers Key Achievements: • Developed end to end quality and compliance processes for organisation with existing contracts. • Coached external sales teams to achieve targets and goals. Increased cold call sales from 3% to 8% conversion rate. • Engaged with the service partners within the assigned area of operation in order to achieve the contractual Key Performance Indicators. • Established communication process with the service partner’s local management team to ensure that any operational issues/challenges are being properly documented and managed. Show less

Sales and Service Team Leader

• Nov 2012 - May 2013

Key Achievements: • Reductions in email volumes from 5000 articles to 150 articles • Successful implementation of Strada 7 leadership behaviours and principles • Managed ‘rate rise’ calls effectively • Successfully supported training for rate rise • Successfully trained new starters in World Vision processes Key Achievements: • Reductions in email volumes from 5000 articles to 150 articles • Successful implementation of Strada 7 leadership behaviours and principles • Managed ‘rate rise’ calls effectively • Successfully supported training for rate rise • Successfully trained new starters in World Vision processes

Sales Support Team Leader

• Nov 2007 - Nov 2012

Key Responsibilities: Managing, mentoring coaching and developing up to 40+ staff members simultaneously Regular one on ones meetings with representatives alongside scheduled reviews. Roster management each staff member to ensure full productivity of inbound queues Attending to all escalated calls and complaints Performance management Ensuring all internal departmental procedures are documented and adhered to Deliver regular reporting on Quality Assurance to management on trends and drivers Review, create and implement changes to the National Quality Assurance internal departmental processes Managing balance between inbound and outbound staffing Escalation point of contact for all sales/marketing related Ombudsman complaints Escalation point of contact for National customer Service complaints - including those generated by Outsourced Sales Providers Achievements Successfully managed sales channel complaints to minimal levels Business Process documents for business unit developed and implemented Facilitation of induction training for new Sales/Retention/Quality Assurance staff Relationships developed with Outsourced Sales Providers at point of review to ensure their quality processes are accurate and compliant Facilitated companywide communication of sales quality auditing processes Assisted senior management and CEO in complaints management for the company. Review an updating of Sales manual sales High performing and fun culture developed within the team Show less

Acting Team Leader

• Jan 2006 - Nov 2007

SMB Retention Team; Key Responsibilities:Strong problem solving and negotiation skillsOrganise team meetingsManage, mentor and coach up to 15 staffTrain existing staff on any new productsFacilitating weekly management meetingsFacilitating weekly team meetingsRemain up to date with service offerings, system changes and data-entry requirementsAchievementsCoached and developed a team member achieve KPI'sDriven sales leads within the team Became a certified Optus Accredited Quality ListenerAssisting in escalated calls and complaintQuality Assurance for Outsource Operations Show less

Customer Experience Executive

• Jan 2006 - Nov 2007

Ensuring all outsourced customer care centers adhere to Optus quality standardsRemotely monitoring calls from all centers throughout Australia, Mumbai and Manila. Providing feedback on improvements through the quality processFacilitation of quality calibration sessions with in-house and outsource call centersTraining of new Accredited Quality Listening [AQL] staff. Daily reporting to outsource vendors on quality requirementsSuggesting and implementing coaching plans to achieve business requirementsSuggesting and implementing quality proceduresDelivering CSI and Quality updates within team meetings Show less

Customer Service Executive

• Aug 2005 - Jan 2006

Key Responsibilities: Accepting incoming calls for SMB customersAd Hoc duties for team leader and General ManagerDelivering of team AHT performance in intervalsTeam coachFacilitating team meetingsOwnership and problem resolutionWork with team members to solve customer problems. Understanding agent's problems and weaknesses and addressing these. Active Quality Listener/Monitor; Point of Contact for collating and providing feedback to marketing on new plans and products marketing lunch, as well as, review campaign material, training documents and new plans not yet launched Show less

Customer Service/Relocations Agent

• Jan 2003 - Dec 2005

Key Responsibilities: Inbound/outbound tele-services Answering customer enquiries Establishing new customers Quality Call Monitoring Assisting new and existing representatives with their queries Supervising the team when needed Managing incoming call volumes Helping the managers with their product knowledge have understanding of credit card companies and electricity and gas companies Attended legal compliance training Have OHS knowledge Addressing customer complaints Managing work flow Product training for new agents to the move in/move out department on the Energy Australia Campaign Providing assistance to other agents regarding the departments processes Show less