Beverley Beadling Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

I primarily oversee all operational aspects of the superannuation fund Contact Centre, undertake business planning, and supervise employee development, operational efficiency and service excellence. During my tenure, I have significantly enhanced business processes, implemented technology changes and structures, and led operational business-wide projects such as ‘Protecting Your Super Insurance’. To further improve services offered, I reviewed and updated Service Centre KPIs, ensuring alignment with the wider Hostplus business strategy. I also identified and implemented best practice procedures and protocols, such as WFM, flexible work, reporting automation, career mapping, and unplanned leave management. Moreover, I organised mental health and wellbeing training as well as successfully enhanced team performance and capability.

Melbourne, Australia

My main purpose in this role was to ensure excellence in service delivery to First State Super fund members by overseeing and improving operational and customer service processes. I engaged in developing and executing the First State Super business strategy, projects and initiatives. I implemented organisational change programs and provided leadership and development of the Service Centre Team, leading them to deliver a ‘Members First’ experience with high levels of service and quality. I implemented several changes, including complex technology installations, case management improvements and performance enhancements. I also delivered ‘The Academy’ project to motivate aspiring Coaches and Team Leaders and implemented ‘The Probationary Journey’ induction program for new employees. Moreover, I enhanced the leadership team’s capabilities through training and ongoing coaching and mentoring and drove improvements by increasing skill sets, quality management and reducing response times.

Melbourne, Australia

My responsibilities included managing all Contact Centre activities, delivering operational solutions to members and employers and delivering projects for business improvement initiatives, technology installations and new clients. I took the lead in streamlining operational capability and driving organisational change within the Contact Centre. While in this role, I successfully project managed the technology platform upgrade, implementing outbound dialler technology, self-authentication, post call survey and others. Applying data analytics, I automated the reporting functionality and increased efficiencies and productivity of workflow processes, adherence tracking, IVR and call structure. I also implemented the quality management framework and introduced client satisfaction programs with net promoter and client satisfaction scores.

Melbourne

In this role, I supervised and developed the Contact Centre Registry, Commercial and Switchboard Teams and implemented processes to promote the early resolution of customer queries. I project managed a New Zealand Government IPO project in Auckland and was successful in establishing the contact centre offshore operation. I also managed large-scale projects including the VEC state election and Queensland Rail takeover, effectively leading and supervising over 350 staff. I made certain to enhance KPI performance across all teams, significantly improving quality, wait times, AHT and adherence. Furthermore, I implemented initiatives that increased operational efficiencies and reduced departmental costs and introduced a new professional development program for phone staff and the leadership group.I played an integral role as a key member of the management team that won Gold in the Australian Business Excellence Awards. I also contributed as a member of the Computershare Innovation Team.

Melbourne, Australia

While establishing a productive client relationship with AMP, I developed value-add strategies that improved operational efficiencies and generated customer advocacy. By analysing business performance, I was successful in identifying business improvement opportunities across company operations. As the Project Manager of the Effective Communications Project, I created a standardised framework for all forms of communication with shareholders. I also implemented the InVision workforce planning system into the Australian operation. I successfully managed the relationship with AMP, which resulted in the renewal of the client contract for a further 3 years. I was also effective in negotiating dedicated resources with the client, leading to improved operational performance and increased customer satisfaction.

Melbourne, Australia

My main functions involved organising and managing national campaigns and projects for registry and commercial clients. I provided strategic planning and management of resources and budgets to achieve business objectives, identified improvement opportunities, and oversaw financial and risk management. During my tenure, I successfully managed large-scale projects including the Cemex/Rinker takeover, increased operational efficiencies, reduced costs and contributed to sales strategies and pursuits. Apart from these, I implemented the dialler technology, operational processes and technology requirements, as well as a new structure and succession planning for the Contact Centre.

Melbourne, Australia

As Project Manager, I supervised the relocation of the Sydney-based Georgeson contact centre into the Computershare Melbourne office, established the business model and operational processes and recruited all Contact Centre staff. I also developed and documented formal business processes and procedures, identified business requirements, managed technological upgrades, and led multiple successful inbound and outbound projects. In addition, I calculated and presented business quotations to prospective clients, managed resource requirements and budgets, and negotiated service agreements with third party suppliers and vendors.

Melbourne, Australia

In this role, I managed outsourced Contact Centre operations for multiple clients, improving service delivery and external stakeholder relationships. I identified and generated business improvement and growth opportunities and facilitated the development of business systems. I also managed resources and budgets, and delivered on contractual SLAs. I was successful in renewing contracts and businesses through effective client relationship management. I also succeeded in increasing profit margins and streamlining operational processes.

Melbourne

Managed the contractor division of the FirstWater Melbourne office.Recruited contract staff for Telstra and other large organisations.Sourced candidates for short and long term contract positions.Conducted site visits to meet with new and potential clients and performed OH&S reviews.Wrote and placed advertisements for roles and conducted interviews.Researched client business in order to understand and meet resource requirements.Identified sales opportunities and promoted FirstWater services.

Diploma, Project Management

Masters, International Business

Ba Hons, Modern Languages And Linguistics