Aimee Jackson Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Australia

Subject Matter Expert role focused on support including:• Facilitation and design of training.• Leading and implementing change.• Process improvement.• Operational risk management.• Engaging key internal teams and stakeholders.• Voice of customer representation in organisation wide projects.• Salesforce enhancement design.

Brisbane / Melbourne

Customer Service Lead role focused on supporting and developing up to 30 Customer Service Consultants and assisting with team management tasks including:• 1:1 coaching - KPIs, soft skills and product and process knowledge.• Assisted with up to 90 complex product and process enquiries per day.• Team and individual KPI reporting and analysis, including NPS.• Utilised effective de-escalation techniques to resolve up to 5 escalated calls per day.

Brisbane, Australia

Wealth Protection Contact Centre serviced up to 2000 customer and Adviser calls per day.• Assisted up to 125 customers per day by answering queries about policy, legislative and tax information and resolving complaints.• Peer call quality evaluations and feedback.• Assisted peers with complex enquiries.