Cathy Baker Email & Phone Number

Karratha, Western Australia, Australia

Perth, Western Australia, Australia

Perth, Western Australia, Australia

Perth, Western Australia, Australia

Perth, Western Australia, Australia

Sydney, New South Wales, Australia

Hobart Contact Centre

Duties:Monitoring staff performance and providing feedback and training as required. Appraise, train and develop all Telephone Sales Consultants and Senior Consultants. Act as a point of contact and provide resolution for all matters relating to leave applications and entitlement, payroll enquiries and interpersonal issues, including escalated customer queries and OH&S matters and building matters. Monitoring KPI’s to ensure individual team targets are met. Provide statistical reports… Show more Duties:Monitoring staff performance and providing feedback and training as required. Appraise, train and develop all Telephone Sales Consultants and Senior Consultants. Act as a point of contact and provide resolution for all matters relating to leave applications and entitlement, payroll enquiries and interpersonal issues, including escalated customer queries and OH&S matters and building matters. Monitoring KPI’s to ensure individual team targets are met. Provide statistical reports to Management. Support and endorse Departmental Quality System, comply with corporate and Divisional Service Standards and Safety in the workplace. Show less

Hobart Contact Centre

Acting Quality Evaluator, 2006 - 2011Quality Evaluator, 2011 - 2014Duties:Evaluate and provide feedback to Telephone Sales consultants and Senior Consultants on their work performance. Monitor Telephone sales Quality Systems, processors and standards. Identify work performance and training issues, providing adhoc training as required. Support and endorse Departmental Quality System, comply with corporate and Divisional Service Standards and Safety in the workplace.

Hobart Contact Centre

Duties:Delivery of training curriculum for new and updated products and procedures. Enhanced training for existing staff and induction and training of Newstart staff in Fares and Procedures I and II. Support and endorse Departmental Quality System, comply with corporate and Divisional Service Standards and Safety in the workplace.

Hobart Contact Centre

Duties:Responsible for the development and enhancement of training curriculum. Design and update training material for all business units within the Qantas Direct channels. Scheduling training for individuals and liaising with training facilitators ensuring they have all information required to facilitate training. Support and endorse Departmental Quality System, comply with corporate and Divisional Service Standards and Safety in the workplace.

Hobart Contact Centre

Acting Senior Consultant, 2006 - 2009Senior Consultant, 2009 - 2011Duties:Delivering information and advice to staff via a hotline/helpdesk. Identify and deliver coaching/training as required. Assist with customer complaint/escalated call handling and customer recovery as required. Support and endorse Departmental Quality System, comply with corporate and Divisional Service Standards and Safety in the workplace.

Hobart Contact Centre

International Sales Consultant, June-2006 - July 2009 Duties:Telephone Sales Consultant (Domestic and International):Advise customers and provide information on airfares (both international and Domestic), airline procedures, ancillary products and Qantas and airline partner loyalty programs.Building tickets using functions of computerised systems and providing a high standard of customer service. Support and endorse Departmental Quality System, comply with corporate and… Show more International Sales Consultant, June-2006 - July 2009 Duties:Telephone Sales Consultant (Domestic and International):Advise customers and provide information on airfares (both international and Domestic), airline procedures, ancillary products and Qantas and airline partner loyalty programs.Building tickets using functions of computerised systems and providing a high standard of customer service. Support and endorse Departmental Quality System, comply with corporate and Divisional Service Standards and Safety in the workplace. Show less

Hobart Contatc Centre

Domestic Sales Consultant, July 2000 - June 2006Duties:Telephone Sales Consultant (Domestic)Advise customers and provide information on airline procedures, ancillary products and Qantas and airline partner loyalty programs.Building tickets using functions of computerised systems and providing a high standard of customer service. Support and endorse Departmental Quality System, comply with corporate and Divisional Service Standards and Safety in the workplace.

Education record

Education record