Managed customer service queries regarding sales, deliveries and returnsDealt with customer escalations from junior team membersTrained new staff and mentored staff through probationary periodsSent to meet VIP customers (including a member of parliament) to ensure they had the best possible experienceCollaborated with business analysts, proactively identifying orders at risk due to out of stock products or quality issuesImproved stock accuracy, travelling to the regional warehouse location in order to assist with stock takesManaged product database coding to ensure that products that required part or full assembly were correctly identified so customers would receive the correct serviceManaged incoming shipments, ensuring any customers impacted by delays were contacted and compensated where applicableReviewed customer service data to identify trends in quality issuesLiaised with international supplier, communicating any trends identified, and discussing potential solutions

Interviewed and hired new team members Trained and coached new team members in customer service and policy modification Analysed and forecasted for future staff requirements across all phone staff (around 40-50 staff)Managed all leave approvals to ensure that the team have appropriate cover at all timesWorked closely with my team to ensure they met KPI’s ( which centered around quality and efficiency measures) Mentored staff through monthly 1-on-1’s, working to improve their capability and to achieve their ultimate career goals Rolled out yearly staff reviewsLed a project group over 3 years to find ways to achieve increased efficiency whilst increasing customer service levels. Entered a yearly competition, winning the state award in the second year and the national year in the final yearLiaised with Health insurance ombudsman to ensure that we remained compliant with government legislation

-provide excellent service to TFH members by dealing with the full range of membership changes, and answering member enquiries promptly, courteously and efficiently∙ Proactively maintain up ­to ­date membership details and plans, contacting members to confirm changes in details where required∙ Process membership applications and provide input to maintain up­ to­ date details in membership database∙ Manage the administration and financial elements of TFH Membership Functions∙ Adopt and apply Product, Process and Legislation changes∙ Liaise with 3rd Parties to resolve member issues