Relationship Manager

• Nov 2021 - Present

Eligibility Assessment Manager

• Sep 2019 - Nov 2021

Team Leader - Eligibility Assessment

• Oct 2018 - Aug 2019

Customer Service Team Lead - Australia & New Zealand

• Aug 2016 - Sep 2018

-Responsible for 9 FTE across New Zealand & Australia; -Successfully built a team of high performing individuals that collectively & consistently exceeded targets; -Conducted Performance Management Meetings and developed subsequent plans; -Initiated reporting on Key Performance Indicators (abandonment rate, average hold time, max queue time and overall staff productivity); -Consistently met and exceeded the above KPI's against Industry Benchmarks; -Monthly reporting conducted for both the Finance and Sales departments; Show less

Team Leader

• 2014 - Aug 2016

Key responsibilities:1. Management• Initiate effective leadership skills to coach and inspire individuals to understand and demonstrate iiNet values irrespective of tenure with the company;• Provide internal training & staff development• Successfully mentor team members to ahcieve monthly KPI’s• Develop Performance Management Plans for underperforming team members• Recruiting new staff• Create/Innovate new competitions and other motivational tools• Run team meetings & upskill sessions• Managing the Telecommunication Industry Ombudsman complaints by supervising and dealing with all TIO cases2. Administration & Reporting• Collect team KPI’s to formulate strategies for coaching• Communicate teams progress to internal stakeholders• Audit the team’s customer credits and create a report to highlight trends• Manage the team roster and fix anything out of sync• Communicate customer impacting updates or work changes (area outages etc)• Collect individual statistics (KPI’s) for sitewide competitions• Document information from call recordsAchievements:Winner – 2013 “Initiate & Embrace Positive Change” awardWinner – 2015 “Top Team Leader” award Show less

Senior Customer Service Representative

• Jan 2013 - Jan 2014

Key responsibilities: • Successfully coaching my team to perform and exceed KPI’s every month;• Providing coaching and feedback to CSRs;• Taking escalations from CSRs and dealing directly with end user’s concerns, • Training staff in Support skills and iiNet products;• Floorwalking support for all billing and support teams;• Creating competitions to generate excitement and motivate staff to exceed targets.

Customer Service Representative

• Jun 2012 - Jan 2013

Key responsibilities:• Successfully meeting all targets consistently every month;•Providing awesome customer service by taking ownership of the situation and engaging with the customer for a better result;