Greater Sydney Area
Saving money, made easy. Specialists in salary packaging and Novated Leases. An innovative company with a strong emphasis on having and Engaged Workforce. Lean Systems and Processes. Customer Loyalty. Agile development and Innovation. • Manage and motivate a team of customer service agents to provide exceptional customer service • Coach and monitor all agents regarding inbound phone calls, email interactions and claim processing • Manage complaints/investigations and provide timely replies to customers and ombudsman • Focus on positive outcome for business and customer • Focus on individual development through coaching and training opportunities • Utilised Daily KPI reports to measure progress and outliers - NPS and efficiency targets • Review Customer Survey Responses and identify and close process/performance gaps Achievements • Guided Service centre to exceed NPS stretch target for 18 of the last 24 months • Successfully coached and mentored 9 direct reports in creating develop-ment opportunities through internal networking and individual develop-ment plans
RaboDirect are leaders in Online Savings with Market leading products and rates • Manage a team of customer experience associates to provide exceptional customer service • Coach and monitor all associates regarding inbound/outbound and email interaction. • Generate daily/weekly performance reports • Manage Service levels and rosters • Review all escalations and complaints • Liaise with all Business Support units • Recruitment of new staff
• Coached and motivated a team of Card Application Specialists • Maintain KYC and AML procedures • Cross trained all consultants with a more refined customer service ap-proach when dealing with the customer service areas • Established a formal channel of communication between the sales teams and myself to facilitate key acquisitions Achievements • Implemented a reward and recognition scheme for top performers