Underwriter

• 2019 - Present

Manager in Club Marine

• Sep 2017 - Present

Team Leader

• May 2008 - Present

Lead and motivate a team of Contact Centre Consultants to deliver on key business targets in the Contact Centre. Manage relationships with key internal stakeholders and customers. Collectively manage overall Contact Centre performance. Main responsibilities: Coach and Develop Consultant to maximise customer contact outcomes in accordance with defined Call Processes Manage resourcing and staff behaviour to ensure customer access service levels and abandonment targets are achieved Manage relationships with internal stakeholders to reach mutually positive outcomes Coach and Develop staff to achieve key sales targets as defined by the Contact Centre Performance Mgmt Process (PMP). EG. Conversion Rate, Cross Sell Rates Coach and Develop staff to achieve key customer retention targets as defined by the Contact Centre Performance Mgmt Process (PMP). EG. Saves Rate Ensure all customer contact complies with Allianz Internal Guidelines, and Regulatory Requirements Ensure staff efficiency is maximised to deliver efficient outcomes for the company. Measured and defined for the Contact Centre PMP Process eg. AHT, Adherence Manage team attendance to ensure customer service levels and efficiency leaves are maximised Key areas defined by Allianz Leadership Values Adherence to the Contact Centre coaching process, and delivery on key coaching targets Implementation and ongoing use of the Contact Centre Pathways program, to assist staff progression Show less

Team Leader

• Jan 2006 - May 2008

Underwriter

• Jan 2005 - Jan 2006