Belinda Dalgleish Email & Phone Number

Melbourne, Vic, Au

Australia

Frankston, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Narre Warren, Victoria, Australia

Leading the Customer Experience Team to deliver identified projects and programs on time,on budget, and on-scope, ensuring that the customer is at the heart of everything we doand everything we plan to do.Developed and now support the Voice of the Customer program ensuring our customers are heard in terms of the customer experience and journey, the data and insights and all methods of feedback. Sanction the delivery of a great customer experience across all stages and touchpoints ofour customers diverse journeys and helping the City of Casey achieve greater satisfaction,increased efficiency, and sustainability

Narre Warren

Designed & implemented a Voice of Customer program to gather feedback and drive action from insight.

Narre Warren

Within this role I provide efficient and comprehensive project and administrative support to deliver of key actions of the Customer Focus Strategy including the implementation of the Complaint handling framework, Review of Customer Service Commitments and Customer Service Charter, Customer Journey Mapping, Customer First Campaign and Customer Focus training.Facilitating the Complaint handling, Customer first, Level 2 Complaint register and Compliment application training has cemented my passion on sharing my knowledge with others and improving their skills to be able to bring the customer to the heart of all that we do.Supporting our Service Designer, we work on end to end solutions that are customer focused while providing efficiencies for the organization.

My natural leadership skills have led me to oversee the day to day operations of the City of Casey’s call and customer contact centres. This role includes recording and preparing statistics for reports, acting on behalf of the leadership team responding to staff and customers, managing a rotating roster for 30 plus staff, provide staff with advice & support and managing time effectively. Working closely with departments across council I co-develop new procedures in Tech 1 for the Request Management System (RM with the system), I assist with the administration of RM by creating and editing categories, resource management, fault finding, technical support for staff and customise monthly reports. As editor of the Customer Service Knowledge Base I ensure information is easy to read, precise and up to date.• Experience with all Local Government matters• Excellent Communications Skills• Acting Senior Customer Service Officer (Operations) • Training roles – New Staff Inductions, Rates & Valuation training• System administrator for Customer Service Request system (Tech 1)• Maintain information knowledge base for Customer Service Knowledge Base• Work with all departments across council reviewing procedures on a regular basis • Introduce and train staff on new procedures• Share the responsibility of sending out daily bulletins to the team • Oversee roster and leave requests when required• Project Management• Administer of first aid as required

Education record

Activities and Societies: Diploma of Leadership and Management BSB51915 DIPLOMA OF LEADERSHIP AND MANAGEMENT Diploma of Leadership.

Debt Recovery Strategies & Options For Managing Bad & Doubtful Debts, Finance And Financial Management Services, Cert 3