Job coach Seeking employment outcomes Working with employersLife coaching Seeking win win employment outcomes Conflict management Goal settingPreparing resumes Equipping job interview preparation Ongoing employment support Tailored job options Enabling both vocational and non vocational support

Fixed term contract expired

Experienced customer service manager and leader responsible for;Live chat, inbound/outbound calls, and 4 group email inbox’sReception and office administration Coaching and employee development IVR scripting and process flowsForecasting and workforce planning Weekly and Monthly reporting Representing voice of the customer to all stakeholdersRecruitment and succession planning Performance management and real time monitoring Continuos improvement program Weekly team briefs Support marketing department.

Owner of two multi site business grossing over 2 million per annum sales and 40 direct reports. Managing director and owner for 6 years and sold those business to take on a new challenge and embed my overall customer experience within an existing company. * Resilience dealing in a fast paced environment where speed, accuracy and quality * Maximizing customer service and increasing sales via coaching staff for success* Performance management up to an including termination * Recruitment *, Using rostering methodologies to ensure coverage at peaks and increasing average sales per person per hour. * Providing optimal customer service experience.* Creating a succession plan and training employees into team leader roles* Managing customer compliments as well as personal handling complaints to resolution* Conversant with awards, pay rates, super, BAS and payroll taxes * Enhanced negotiation as re negotiated and already good rent and outgoings deal to only pay a % of sales weekly which was extremely advantageous especially when co vid hit and sales dropped 60%. * Loadable and dynamic as new promotions and offering come out every 3 months which leads to new promotions and buildsThis experience was invaluable as the staff were fantastic rarely in 5.4 years did a staff member not arrive for an open shift hence impacting business and if busy i would get offers to help. I had negotiated at the start of the purchase a great rent and outgoings deal, and then renegotiated year 3. This deal saved 35 k per month and would not carry over to a new owner. The decision to sell to another major food chain - with Co Vid still a business risk approaching another winter meant the time was right. I am now in a position to use the people management, coaching, business acumen, flexibility, resilience and passion to succeed.

Leading a team of 15-17 case managers focusing on resolving customer complaints in dynamic inbound / outbound environment.Coaching and developing directs to deliver a premium level of customer satisfactionConducting weekly 1 on 1 s with directs and creating action plans in order to ensure performance measures met.Facilitating weekly team huddles with directs around net promoter optimisation.Change management implementation Managing stepped performance growth Preparing and delivering performance management measures up to and including termination,.Implementing reward and recognition to incentivise performance deliverables.Managing escalated issues ie calls and or written correspondence.Intensive call coaching and observation leading to targeted coachingManaging quality compliance ensuring first call resolutionReal time inbound queue management maximising grade of serviceSuccession planning Mentoring future leaders

Pricing and distribution of financial market products.These instruments included;Interest rate swapsForward rate agreements frasBank bill rollovers and investmentsOptionsUpdating clients on market movementsDeveloping hedging strategies to mitigate riskPreparing monthly strategyManaged a portfolio of medium to large sized corporates financial marketsHighlightFostering business relationship with blue chip providing market insightsThis relationship resulted in winning two $25 million 3 year interest rate swaps on the same day.