-Utilising the Genesys Support Platform, Plan along with build and manage agent profiles, shift rotations and rosters.- Responsible for planning, creating and managing rosters across 900+ staff in line with operational objectives.- Planning, managing and updating of all leave types, training, coaching and all other non productive activities.- Plan, build and manage staff and support staff profiles and rosters.- Proactively Identify and solve potential gaps/surplus staffing.- Create and maintain staff records across multiple systems.- Develop and utilise Microsoft Excel platforms.- Have an advance understanding of the Worfoce Management Software Platforms - Genesys WFM, CC Pulse.

- Monitor agent AUX useage in Real Time and react as required to ensure optimal staffing levels and schedule adherance is met.- Creation and maintenance of reports, documents and Real Time Management processes.- Day to Day management of absenteeism and backfilling essential roles/support as required.- Monitoring and tracking advisor AUX state use.- Updating agent schedules, processing annual leave/overtime requests.- Responding to escalated issues and ad-hoc requests.- Reviewing of Real Time and future data, and making recommendations to meet KPI objectives.

Implement legislation and assistance for Australians relying on Family Assistance, Bushfire relief and the ongoing support and assistance for Covid 19 affected Australians in the broader community

Providing solutions to the business community with their Telco needs. Specialising in the implementation on inbound 1300/1800 numbers and providing a Answering Service for growing and well established business clients.

Significant growth of Insurance Broker and Boat dealerships across Queensland. Handling all sales and service needs. Year on year I achieved near 30% growth with the portfolio I was managing. 2 years running, I was proud of the fact I made Sales Club with Allianz for being a high achiever within the Club Marine Group Nationally.

Dealt with both domestic and SME clients throughout my time here. I was part of a start up team for Small Business Direct and enjoyed great success there. I had high exposure to Business Packs, Office packs along with trade and services packs which has helped me with understanding the broker business.I constantly was known as a high achiever with sales results