Yvonne Eggeling
Customer Service Manager at CSG Limited- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
Certificate IV in Business Management
- -
Certificate IV in Frontline Management
- -
Diploma in Management
-
Experience
-
FUJIFILM CSG Limited
-
Australia
-
IT Services and IT Consulting
-
100 - 200 Employee
-
Customer Service Manager
-
Feb 2017 - Present
Responsible for leading the Service Delivery, Customer Care and Contact Centre teams, this role is to lead, develop and be a change champion for these operational functions so the teams can continue to improve the customer experience. Key Responsibilities:▪ Leadership of CSG Brisbane Contact Centre and Customer Care Teams (24 team members)▪ Coach, mentor, develop and drive team performance ▪ Manage teams to achieve and exceed KPI’s whilst also focusing on increasing customer satisfaction▪ Drive transformation through process improvements, training and development, workforce planning and team culture▪ Drive and increase team member’s customer service orientation and improve the NPS score through customer resolutions, escalations, strong technical knowledge and strong attention to detail▪ Analysis and reporting of company ongoing profitability as required by senior management
-
-
Senior Customer Care Manager
-
Feb 2011 - Jan 2017
Key Responsibilities:▪ Train, coach, mentor and develop team members on job roles and anomalies associated with all regions and divisions ▪ Work in Progress managed across team to ensure deals are up to date and processed in a timely manner▪ Accurate contract set up and monthly billing▪ Manage workload and output from team members to ensure data accuracy▪ Reporting team metrics and training gaps to the Customer Service Manager with suggested improvements▪ Drive the team’s customer service orientation through customer resolutions, escalations, strong technical knowledge and strong attention to detail▪ Support the Customer Service Manager with adhoc projects and business improvement initiatives
-
-
-
Hollingworth & Spencer Lawyers
-
Australia
-
Law Practice
-
1 - 100 Employee
-
Senior Paralegal - Conveyancing
-
Aug 2006 - Feb 2011
Key Responsibilities: ▪ A-Z conveyancing ▪ Off-the-plan conveyancing ▪ Commercial conveyancing) ▪ Related party transfers ▪ Family law property settlements ▪ Compilation of monthly and weekly reports ▪ Ledger reconciliation’s for all conveyancing matters and archiving of completed files ▪ Company and Trust set up, including: - Applying to ASIC for the company name and obtaining ACN number - Company structure (including directors, shareholders and constitutions) - Compilation of discretionary trusts using template software - Compilation of presentation files for clients for both companies & trusts
-
-
-
TNT
-
Netherlands
-
Freight and Package Transportation
-
700 & Above Employee
-
Sales Administrator & Commercial Analyst
-
Jun 2000 - Aug 2006
Key Responsibilities: ▪ Collation of sales reports and staff reporting ▪ Compiling of all Tender documents and proposals ▪ Management resolution of all billing enquiries within a specified time frame ▪ Commercial Analyst reports for the International sales team as requested ▪ Being the first point of call for a Major client for all queries relating to international freight ▪ Commission Tracking and administrative tasks as required by the sales team ▪ Administration support to Regional Training Manager ▪ Account administration including account reconciliation, petty cash, petty cash reconciliation, over the counter cash sales, data entry/data retrieval
-
-
Education
-
-
University of Canterbury
Bachelor of Science - BS (commenced) -
1983 - 1987
John Paul II High School
Bursary, Mathematics
Community
