Experience

Green Light Auto Finance

• Australia
• Financial Services
• 1 - 100 Employee

• Customer Relationship Management Manager

  • Oct 2015 - Present



Thermomix in Australia

• Australia
• Retail
• 300 - 400 Employee

• Contact Centre Manager

  • Apr 2011 - Sep 2015

  • Managing the daily running of the call centre, including effective resource planning and implementing call centre strategies and operations.• Managing all escalated complaints though to a positive resolution.• Setting and meeting performance targets for customer satisfaction, efficiency, sales and quality.• Ensuring all relevant communications, records and data are updated and recorded.• Liaising with supervisors, team leaders and third parties to gather information and resolve issues or plan for call and email workload.• Monitoring random calls to improve quality, minimise errors and track operative performance.• Reviewing the performance of staff, identifying training needs and planning training sessions.• Recording statistics, call/email traffic and the performance levels of the centre and preparing reports.• Handling the most complex customer complaints or enquiries.• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.• Forecasting, reporting and analysing against budget figures on a weekly and/or monthly basis, as well as agents performance.

• Contact Centre Manager

  • 2010 - 2015

• Contact Centre Manager

  • 2010 - 2015



RAC

• Team Leader

  • Jul 2010 - Apr 2011

  • Coach and develop team members to achieve agreed business targets • Analyse team and individual performance and variation; implement improvement strategies. • Conduct monthly KPI reviews based on performance and behaviours displayed. • Motivate the team to minimise costs through provision of efficient, timely and quality resolution of customer inquiries. • Achieve and exceed team revenue and product targets. • Coach and develop team members to achieve agreed business targets • Analyse team and individual performance and variation; implement improvement strategies. • Conduct monthly KPI reviews based on performance and behaviours displayed. • Motivate the team to minimise costs through provision of efficient, timely and quality resolution of customer inquiries. • Achieve and exceed team revenue and product targets.



Warner Village Theme Parks

• Outbound/Inbound Sales Professional/SME

  • Nov 2009 - Jun 2010

  • Deliver the highest level of Customer Service and achieve set Sales targets. • Ensuring a consistent, quality service delivery to all of our guests (internal & external). • Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; working to set standards of excellence where appropriate. • Actually improve existing conditions and processes; using appropriate methods to identify opportunities and implement solutions. • Help build a cohesive team; inspire and guide individuals towards higher level of performance.



Mercedes Benz

• Customer Service and Retention Officer

  • Mar 2009 - Oct 2009

  • Maintaining and developing relationships with existing customers. • Take all incoming new and used car sales enquires to gain a clear understanding of customers requirements and set appointments for the sales team. • Conduct welcome calls to new customers to educate them on our services and offer further assistance. • Maintaining and developing relationships with existing customers. • Take all incoming new and used car sales enquires to gain a clear understanding of customers requirements and set appointments for the sales team. • Conduct welcome calls to new customers to educate them on our services and offer further assistance.



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Sales Development Lead

  • Nov 2004 - Feb 2009

  • Implements ongoing action plans at a centre level focussed on Sales Team Leaders sales and coaching capability to impact performance.• Facilitate the ongoing sales performance improvement by way of variation management• Build and sustain an effective and creative team to meet the business objectives• The creation and ongoing analysis of Reward and recognition programs to develop skills, grow performance and impact culture with centre.• Establish and maintain effective working relationships with peer groups and key internal and external stakeholders.• Engage in planning training and using resources to develop sales professionals and Leaders sales skills and product knowledge.• Process improvement strategies to maximise sales or operational metrics

• Sales Team Leader - (Inbound and Outbound)

  • Apr 2001 - Nov 2004

  • Coach and develop team members to achieve agreed business targets• Analyse team and individual performance and variation; implement improvement strategies.• Conduct monthly KPI reviews based on performance and behaviours displayed.• Motivate the team to minimise costs through provision of efficient, timely and quality resolution of customer inquiries.• Achieve and exceed team revenue and product targets.

• Business Sales Consultant

  • Jul 1999 - Apr 2001

  • Identify the needs of business customers and uncover all opportunities to grow product holdings breadth, therefore increase retention of medium to high value Telstra customers. Inbound, outbound and face to face.• Meet and exceed sales and contact targets.