Tegan Brown Email & Phone Number

Brisbane City, Qld, Au

Brisbane, Queensland, Australia

Brisbane, Australia

The purpose of this role revolved around developing and implementing solutions to deepen and grow relationships with existing customers. This was primarily achieved by, analysing and identifying opportunities for continuous improvement, designing and executing in market experiments to test the effectiveness of projects, delivering learning content to improve colleague capability, and collaboratively working with stakeholders across multiple brands and offshore partners. Key Accountabilities:- Collaborate with stakeholders to build and maintain tools to execute growth plans- Contribute to ensuring growth tools and programs of work are embeded with colleagues- Contribute to the design and execution of experiments to test effectiveness of tools- Achieve cross sell and upsell outcomes from colleague interactions- Continuous monitoring and development of growth tools- Provide proactive insights and outcomes to stakeholders to ensure business outcomes are achievedKey Achievements:- Project managed an initiative to harmonise processes across IAG, which purpose was to increase retention rates and improve customer experience. This change is due to go live in FY20 and is expected to deliver increase in margin by $1M p.a- Facilitated Human Centred Design Workshops; leading to defining business requirements for technology teams to create Next Best Message capability to assist in delivering additional revenue of approximately $14M- Supported Human Centred Design workshops to identify continuous improvement opportunities; prompting a program of work designed to uplift colleague capability with the potential of delivering additional revenue of approximately $22M p.a - Designed and executed a training program with external offshore partners, which purpose was to increase cross sell outcomes from colleague interactions. This program of work is expected to deliver additional revenue of approximately $300K p.a

Brisbane, Australia

The objective of this role was to lead and develop a highly engaged team to deliver customer excellence for inbound interactions. This was achieved by maintaining a strong insight into people and performance metrics, providing regular feedback, coaching and support to colleagues, and instilling a continuous improvement culture across the team. Key Accountabilities:- Coach and mentor colleagues to ensure colleagues receive appropriate vision, guidance and development- Resolve customer escalations quickly, efficiently and to a high standard to ensure positive NPS- Identify innovative ways to enhance business outcomes- Maintain a strong insight into people and performance goals and performance manage where necessary- Collaborate with stakeholders across the group to ensure delivery of team and business objectives and provide feedback and coachingKey Achievements:- Awarded the Emerging Leader accolade for my contribution to ensuing that colleagues were supported and empowered to deliver exceptional customer experience, and successfully influencing positive customer growth- Engaged Brisbane Customer Delivery management in weekly performance and sales routines, enabling the team to collaboratively establish actions to improve performance and subsequently leading to continuous improvement- Developed growth tool to assist colleagues in reaching cross sell and up sell targets; leading to an improvement in sales performance and subsequently delivering the highest sales outcomes in Brisbane Contact Centre for quarter 2 of FY18

Brisbane, Australia

The purpose of this role was to deliver customer excellence for all interactions with customers, across multiple brands. This was achieved by consistently resolving customer enquires quickly, efficiently and to a high standard, while providing correct information to customers relating to products and services.Key Accountabilities:- Deliver exceptional customer excellence for inbound interactions- Identify opportunities to acquire, grow customer’s business- Take steps to retain customers by encouraging them to renew their policies- Resolve customer enquires and disputes efficientlyKey Achievements:- Awarded the Customer Excellence accolade for my contribution to delivering exceptional customer experience, while delivering on IAG business objectives- Contributing member of highest performing sales team in Brisbane Customer Delivery; earning Outstanding Team Achievement for FY16 & FY17- Consistently exceeded sales targets 12 months straight

Brisbane, Australia

The objective of this role was to perform to the highest level of sales and customer services skills. This was achieved by excelling at sales capability and product knowledge while displaying outstanding skills in creative styling and visual merchandising. Key Accountabilities:- Deliver excellent customer service for face-to-face interactions- Show outstanding skills in creative styling and visual merchandising- Undertake proper cash handling procedures- Manage junior staff members tasks, performance and ROIKey Achievements:- Successfully enlisted 10 new corporate clients in FY15 & FY16 delivering an additional $20K in sales revenue- Exceeded sales targets 24 months straight- Contributing member of highest performing sales team nationally for FY15

Brisbane, Australia

- Efficiently manage deliveries and maintain stock to ensure up-to-date merchandising- Coordinate junior staff members, manage team performance and ROI, and ensure individuals deliver excellent customer service across the board- Proactively answer student enquiries from the wider university campus- Undertake proper cash handling procedures, receive and process bank transactions

Bachelor'S Degree, Social Work

Certificate 3, Financial Services