Training Coordinator | 2018 - 2023Student Support Advisor | 2018Customer Service Team Leader | 2017Customer Service Agent | 2016I led, supported, and developed a team of Customer Service Agents, fostering a collegial atmosphere and delivering exceptional customer service to students and stakeholders. Through effective workforce planning, I managed call, email, and chat volumes to ensure service levels were met whilst upholding quality standards. I handled student enquiries in accordance with performance and service standards, maintaining professionalism and high customer satisfaction. By achieving and reporting on key performance indicators (KPIs), I provided accurate updates to stakeholders, focusing on service quality and efficiency. Regular coaching and call monitoring enhanced team performance, and I consistently sought opportunities to optimise efficiency and effectiveness. Collaborating with the Training Officer, I managed the team's training and development needs, promoting continuous growth and skill enhancement. Performance management activities aligned with policies and fair evaluations. Proactively seeking feedback from students, I utilised their input to drive team improvements and enhance satisfaction. Ensuring team compliance, I addressed non-compliant behaviour promptly. Through recruitment and retention efforts, I attracted high-quality staff, maintaining a skilled and dedicated team. Regularly reviewing work processes, I identified and implemented necessary changes for improved efficiency. Managing escalated calls, I transformed them into coaching opportunities for agents' improved performance. Developing and maintaining collaborative relationships with key stakeholders, I fostered effective communication and cooperation to achieve organisational goals.

For the past ten years I have been working for Optus in Account Retention and Relocation across the mobile, home phone, broadband and digital television products for the consumer and small and medium business customer base. The primary focus of my role was to have significant impact on reducing Optus customer churn rate whilst increasing the revenue of Optus and providing superior customer service to balance and meet the needs of both my customers and the business. I was also accepted into the trainer of tomorrow program and for the past eight years have either solely facilitated induction groups into the business, as well as multiple cross training groups and workshops for our existing employees.