Bev Watson Email & Phone Number

Australia

Managed, co-ordinated and lead a team of Trainers. Developed, trained and maintained ongoing quality assurance within the Contact Centre. Monitored, documented and resolution of Contact Centre complaints and implementation of seamless follow up training /coaching. Coach a team of Contact Centre Staff with learning difficulties.

Australia

enquiries Link Quantum – Various Roles​​​​04/1994-10/2011​ Contact Centre Representative ​​​​​​• Comprehensive knowledge of in-house services and tools.• Strong ability to communicate, listen and deal with customers by maintaining a clear friendly professional telephone manner.Customer Service Specialist• Excellent verbal and communication skills used to impart knowledge to relevant departments and facilitate requests.• Ability to solve complex troubleshooting and investigation of customer’s queries and complaints as they arrive.• Resolve billing and invoice enquiries.• Accountability and ability to make decisions independently while working under pressure.• Client maintenance.Contact Centre Specialist• Monitor service levels.• Handle customer complaints in a timely and efficient manner.• Handle Representatives enquiries.• Vodafone greeting maintenance.• Inform team leaders of contact centre issues.Contact Centre Team Leader• Lead and optimise operations in the contact centre.• Lead teams in contact centre.• Monitor safety in centre.• Implement continuous improvement in contact centre.• Configure and optimise customer contact technology.• Manage customer contact staff.• Training specialised services.• Lead calibration meetings with team leaders and Virgin mobile quality team.• Recruit and train new staff.• Produce and distribute breaks.• Resolve client complaints and maintenance issues.