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Work Background
Beforepay GroupSenior Manager, Customer Service Delivery
Apr. 2022Australia, SydneyBeforepay is Australia’s pioneer provider of Pay On Demand™ services. Get instant access to your pay, today. No interest or hidden costs, just a fixed 5% fee.
IronfishCustomer Success Manager
Jul. 2018 - Apr. 2022North SydneyIronfish is the leading Property Investment Service Company in Australia. It has helped over 10,000 customers to build successful property portolio. In this role I: - Manage the end to end customer experience for the Sydeny Branch, from initial engagemnet and post sales support - Lead a team of contract managers, adminstrators and settlement specialists to provide the key services to investors - Identify cusotmer service, experience, and support trends and provide structured feedback to the business for continuous improvement and business process refinement - Carry out and lead special sales focussed projects
Bose CorporationProduct and Technical Support Manager
Jun. 2013 - Jul. 2018Sydney, AustraliaIn this role I managed a small team of 13 which provide product and technical support to end-users of BOSE products, including warranty claims, exchange and refund. As the ANZ customer experience manager, I also am responsible for the execution of Customer Satisfaction and NPS surveys. Other duties include: Training, Customer Escalations and Complaints, and New product service strategy.
Integrated Technology ServicesSenior Team Leader
May. 2012 - May. 2013Sydney, AustraliaITS provides technology solutions to Financial Institutions for their ATM machines; Lead, coach and manage a team of 50 Customer Service Representatives Manage and mentor three team leaders and four Senior Operators Call Centre Reporting Rostering and Workforce Planning Call Monitoring Performance Appraisals Process management Handling Customer Escalation
Integrated Technology ServicesTeam Leader - Monitoring
Mar. 2012 - May. 2012Leading the ATM monitoring Team for one of the Big 4 banks of Australia
Fairfax MediaNewsagent Service Manager
Mar. 2008 - Sep. 2010Fairfax Media is a National market leader in Print and Online Publishing, including titles such as Sydney Morning Herald, Australian Financial Review and BRW magazine) Newsagent Service Manager - Newsagent and Subscriber Service Centre (The Centre provides customer service to 200,000 + subscribers, the general public and 4000+ Newsagents across the country. An administrative team provides back office function) Lead, coach and manage a direct team of 16 and an indirect team of 50 Call Centre and Administrative staff, including 2 Senior CSR Servicing and Managing internal Stakeholders: Marketing Campaigns, Sales Campaigns, Logistics and Supply Changes. Contact Centre Reporting - service level, quality, newsagent performance, customer complaints. Drafting and Implementation of Standard Operation Procedures Handle Escalated calls/other communications Liaise with Training Department to organise new and refresher trainings for the department Half-yearly and yearly Performance Appraisals Change Management - Led, trained and empowered the call centre to adapt to 1) the company's logistic changes in OCT 2009, and 2) A major circulation system upgrade in MAY 2010, resulting in smooth transitions and minimal impact to customers Successful led and managed the call centre to respond efficiently to the Epping Newsagent Tragedy in JUN 2009 Using appropriate technology, improved internal reporting on logistics performance, newsagent performance and trend on customer complaints Successful Contact Centre implementation of new publications and sales campaigns e.g. Supermarket Affiliations Contact Centre consistently achieving key department SLAs - Service Level (70/30), Average Speed of Answer (15 seconds), Abandonment rate (2%); 24 hours turnaround for administrative duties Re-structured key administrative processes resulting in reduction of response times Facilitated the introduction of automated processes enabling accurate accounting and tracking of workloads
International SOS Pty LtdTeam Leader
Mar. 2006 - Mar. 2008Reporting directly to the Operation Manager
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