Experience

Plum

• Australia
• Financial Services
• 100 - 200 Employee

• Test Analyst

  • Jun 2016 - Present

• Team Member

  • Oct 2012 - Present

  Achievements:• Developed a Wiki knowledge database for the contact centre, via expansion of the Microsoft SharePoint workspace page • Created and modified Microsoft word templates for the contact centre• Formulated a number of Microsoft excel spreadsheets that include VB macros to create desired reports and numerous “easy to use” calculators which has resulted in reducing call handling times• Redesigned/configured an MS Access database to be used for the contact centre helpdesk to track/record team members training requirements• Managed and monitored the “service” Inbox to create appropriate mail “rules”• Consistently nominated in the NAB Award and Recognition ProgramResponsibilities:• Assisting members with transactions and answering complex superannuation queries• Delegate emailed queries to the appropriate consultant• Mentor and assist new staff in the call centre• Run productively reports via Super Reporter/AWD as required• Update contact information in the central database Show less



Hostplus

• Australia
• Financial Services
• 200 - 300 Employee

• Acting Team Manager, Senior Customer Service Consultant

  • Oct 2009 - Oct 2012

  Achievements: • Created and maintained Contact Centre reporting requirements on Grade of Service, Consultants stats and campaigns • Participated in implementation of core administrative systems, including UAT and BVT • Developed standardised process maps and procedures • Implemented new processes including TFN Consent and Consolidation • Received commendations from Senior management for work provided while working as an acting team leader • Was a key part in ensuring the Contact Centre met its Grade of Service for the months of January and February • Successfully took a team that was under preforming and converted them into one of the top teams in the Contact Centre. • Requested to become a Team Leader based on the turnaround of the Contact Centre. Responsibilities: • Running daily productivity reports • Call quality Monitoring • Coaching staff who were under preforming • Assisting member and contributing employers on superannuation queries • Management of staff engagement activities • Utilised EWFM (workforce management tool) to alter/correct call centre rosters and produce forecasting reports when required. • Technical lead for system queries Show less



Salesforce

• United States
• Software Development
• 700 & Above Employee

• Customer Service Representative

  • Aug 2008 - Oct 2009

  Achievements: • Awarded additional roles due to my call quality for coaching new staff while only being with the company for a short time. Responsibilities: • Answering customer billing and technical queries in relation with Foxtel Pay television services. • Assisting in coaching of new staff members and ensuring KPIs are met • Rostering installations/maintenance technician to visit customer’s premises to complete work Achievements: • Awarded additional roles due to my call quality for coaching new staff while only being with the company for a short time. Responsibilities: • Answering customer billing and technical queries in relation with Foxtel Pay television services. • Assisting in coaching of new staff members and ensuring KPIs are met • Rostering installations/maintenance technician to visit customer’s premises to complete work



TelstraClear

• Telecommunications
• 1 - 100 Employee

• Continuous Improvements Consultant, Business Helpdesk Consultant, Acting Team Manager for Internet S

  • Mar 2006 - Aug 2008

  • Working alongside the Team and Group Managers to improve customer experience • Ensuring processes are up to date and correctly followed • Guaranteed all important communications were relayed to relevant personnel • Approve marketing or customer correspondence that could have an impact to the Contact Centre and ensure that all impacts were assessed and the appropriate action taken • Planning, implementing and drafting new processes • Creating FAQ to be used by front of house staff • Reviewing/creating functional specifications • Providing assistance to other e-commerce teams to help answer customer inquiries via email/fax • Trial any new products/systems; write training material; and assist with staff training • Completing audit requirements • Participating in the recruitment of new staff, conducting interviews and reference checks Show less



Gallagher Business Services

• Christchurch, New Zealand

• Software Engineer

  • Feb 1999 - Mar 2001

  • Planning and designing Databases, programmed in Jade for a number of clients in the manufacturing sector • Preforming maintenance on existing MS Access Databases • Testing and making improvements and changes as client directed • Planning and designing Databases, programmed in Jade for a number of clients in the manufacturing sector • Preforming maintenance on existing MS Access Databases • Testing and making improvements and changes as client directed