Experience

Residential Tenancies Authority

• Australia
• Government Administration
• 1 - 100 Employee

• Customer Support Officer

  • Jun 2021 - Present

  My role within the RTA is a vital network for our customer, in this role I provide I high level of service to the general public with, be this through email/phone channels to vulnerable & escalated customers with the ability to use a higher level of discursion to assist customers we required and able.During this time, I was also elected to join the Emerging Leaders Program, furthering my abilities to network and build relationships, and gain a better understanding of how the RTA operates for back-end operations & project design and implementation. Show less

• Inbound Customer Service Representative

  • Mar 2020 - May 2023

  Provide legislative information, Options & processes - Whilst understanding the impact this may have on our customer/s. As an impartial entity i am able to provide such information in away that the customer feels heard and unbiased to their scenario, Clarifying questions to get greater understand of the issue they may have and providing a solution to their problem/s and ensuring they have a clear understanding of the steps to be follow in line wit the legislation.

• Business Support Officer

  • Nov 2022 - Jan 2023

  During my time as a Business Support Officer, I had been tasked with a number of duties, ranging from (not limited to) IT Help Desk assistance & troubleshooting, working with external stakeholders and partners to improve RTA services. And preparing various case studies on multiple topics and programs.

• Training And Development Officer

  • Mar 2022 - Jun 2022

  Working as a Quality and Training Officer, I have been assigned my work allocations a month in advance. Ranging from call quality monitoring, one on one coaching for CXO’s, knowledge management updates for Our House standard responses, and use of SharePoint daily, in addition to extensive use of Microsoft Word, Powerpoint and Excel & Facilitating training courses.During this time, I have been tasked with designing training material to facilitate training for the contact centre staff. This has allowed me to work with stakeholders from various parts of the organization Show less



COMPARE THE MARKET LIMITED

• United Kingdom
• 1 - 100 Employee

• Sales Team Leader

  • Nov 2017 - Mar 2019

  Providing feedback to new consultants, Ensuring they followed a sales process and making sure the consultants had a grater under standing of the sale process involved and the reasons why behind this. Setting KPI's for for the consultants to hit and reworking benchmarks to gain higher performance from consultant to achieve- Making sure each person gained daily to weekly coaching, group call calibrations and one on one's, this allowed me to get in and understand what the consultant would like from the role and allow them to preform at their highest with personalized coaching. Each day included 22 people ran by myself and a assistant team leader - working full time hours across Thursday - Sunday roster. Show less