Clinton Mace Email & Phone Number

Sydney, Nsw, Au

Sydney, Australia

Supporting the Senior Operations Manager with the CX strategy and BPO Management for Aimia's Middle East Contact Centre Services. Working closely with our internal stakeholders; Client Services, Clients, Reward Services, Partners and other Vendors.Facilitating weekly WIPs with our two BPOs and discussing Issue Management and Complaints Logs, Technical Issues, QA of Webchats and setting up reporting and a structure and expectations to ensure SLA's are met, Customer experience is high and positive outcomes are met for clients and customers alike.Aimia’s Contact Centre Services provide best-in-class end-user customer experience and service support for our client’s loyalty programs and initiatives; supporting frictionless customer journeys and experiences.Loyalty management is the process of identifying, understanding and influencing customers in order to build sustained, reciprocal and meaningful relationships that increase profits and drive long-term enterprise value. We are Aimia, and it is our vision to be the recognised global leader in loyalty management.In Loyalty Solutions, we have proven experience in partnering with clients to deliver leading proprietary loyalty programs globally. Our proprietary loyalty service experts design, launch and operate new client programs, re-launch, refresh and operate existing client programs and bring our digital, mobile and analytical expertise to bear on behalf of clients.

Sydney, Australia

Team Leader for CommBank Awards Contact Centre. Providing leadership and direction to the team, providing regular side-by-side coaching as well as 1:1, performance management. Also involved in reporting, data analysis, training and managing escalated issues. I ensure that Customer Experience remains high through consistent feedback, effective coaching and process reviews as well as reviewing and reporting on CX surveys.Also trained then managed 3 staff members to succeed me in my previous Operations Support Specialist Role so the transition was seamless for all involved as well as training a 3rd to cover.

Sydney, Australia

Providing administrative support for the CommBank Awards Contact Centre by assisting CBA staff, Client Services and the Operations Management Team with ad-hoc requests, data analysis and reporting, also managing internal and external email requests and correspondence.

Sydney, Australia

Inbound calls for the CommBank Awards Contact Centre. Handling a variety of enquiries such as: general enquiries, redemptions, updating accounts, complaints. Strongly focussed on ensuring a first call resolution is achieved and taking ownership.Familiar to working towards KPI's such as AHT.

Sydney, Australia

Taking inbound calls for Carnival Australia. Resposible for handing general enquiries regarding cruise bookings, amending booking, creating bookings via sales technicques, complaints, problem solving, meeting and exceeding KPI's.

Diploma Of Tourism, Travel & Tourism, Diploma

Higher School Certificate