Alex Morgan Email & Phone Number

Hobart, Tasmania, Australia

As the lead, I oversee the day-to-day operations of the squad, ensuring smooth functioning and effective leadership. My primary accountability lies in maintaining a strong customer experience, upholding various KPIs, targets, policies, procedures, and regulations to ensure exceptional quality. In addition, I provide coaching, training and guidance to.

My role involved managing the operations across multiple sites at North Melbourne and Cranbourne. It was my daily responsibility to deliver outstanding and distinctive supervision while making valuable contributions to the strategic direction of The Lost Dogs Home. This position exemplified my exceptional leadership skills and ability to resolve complex.

In this demanding leadership role, I managed operations of a 250 FTE contact centre for the Department of Human Services, meeting obligations, client expectations, and upholding service standards. I efficiently coordinated resource management operations, optimising revenue and adhering to the allocated budget while refining systems, policies, and.

Melbourne, Australia

• I led and managed the operations and service delivery of a Contact Centre of over 400 FTEs for a large Federal Government contract. I balanced the needs of the Centre by targeting KPIs, including Quality, AHT, UPL.
• This position first required independent leadership to manage the start-up call centre office that was to handle the new contract obligations, where I was expected… Show more I led and managed the operations and.
• This position first required independent leadership to manage the start-up call centre office that was to handle the new contract obligations, where I was expected to balance the needs of the overall company with the.
• Refined all systems, policies, procedures, and guidelines according to the adherence measures stipulated in the contract, ensuring client expectations are met while managing executive expectations. This included the.
• Prepared and managed a capacity plan for area of responsibility to facilitate exponential growth, inputting to the business & financial plan, including technology, property and recruitment.
• Achieved exponential growth from 250 to 1300 staff, and currently managing over 400 reporting lines, exceeding all company expectations regarding revenue, staffing, business planning and management. Also implemented.

Melbourne, Australia

• I managed a team of up to 20 individuals, whose core roles were responding to phone enquiries and to other contact avenues such as emails and letters. I was completely accountable for all team KPIs, including, but not.
• Performed daily management duties, including monitoring and… Show more I managed a team of up to 20 individuals, whose core roles were responding to phone enquiries and to other contact avenues such as emails and.
• Performed daily management duties, including monitoring and improving team performance, increasing service levels to meet client expectations, and managing unplanned absences.
• Achieved a low absenteeism rate of 1%.
• Call Centre operations are highly dependent on employees following the policy and procedures guidelines and adhering to the Code of Conduct, I ensured compliance with the company’s guidelines to retain quality output.
• Reduced the annual attrition rate to 20%.

• As a Product Support Specialist, I was assigned to a team of 20 people and was responsible for coaching the team, resolving complaints and escalations, assisting the Team Leader with their day to day duties and support.
• Supporting the Team Leader by mentoring and providing feedback to 20 CSRs, handling customer complaints and providing resolution to escalations, and filling in for them during absences.
• Consistently met KPIs and achieved a good balance… Show more As a Product Support Specialist, I was assigned to a team of 20 people and was responsible for coaching the team, resolving complaints and escalations.
• Consistently met KPIs and achieved a good balance between increasing morale and achieving high team performance. Show less

Melbourne, Australia

• My role here engaging in customer service duties on behalf of a major government client to streamline queries regarding ‘Individual’, ‘Business’ and ‘Debt’ customer product issues, and demonstrated skill in.
• Consistently met KPIs, achieving a 100% service quality mark in the process.

Master Of Business Administration - Mba, Business Administration And Management, General

Education record

Education record