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Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

► Campaign management of Telstra Inbound, Outbound, Service, Admin and Case Management. ► Remotely managed the new team of 20 full-time agents within the Case Management department to meet KPIs, especially due to the COVID-19 backlog of 7,000 pending cases as old as of 02/2020. ► Developed and executed structured team coaching sessions to increase the team's capabilities to address difficult conversations as a result of the case backlog. ► Identified, prioritised, and managed outbound cases into scenario buckets and allocated in bulk to provide agents momentum in conversation, increasing efficiency in customer conversations. ► End to end data analysis of the current state, identified reporting improvement opportunities leading to the creation of automated reporting, allowing agents full visibility on their performance in real-time. ✔ Coached and mentored new agents to success by setting regular touchpoints and coaching sessions exceed case closed per hour from 0.5 to 2.5. ✔ Developed strong working relationship and engagement with Australia and India stakeholders for the COVID-19 project, reducing the case backlog by 95% from 7k to 300 in 3 months. ✔ Streamlined a web form process of combing webforms and automating entries, allowing agents to reduce their admin time from 10min to 1min, increasing productivity overall and reducing human error. ✔ Reduced customer escalation from 75 to 15 per week and increased customer satisfaction from 30% to 80% by deploying a call structure framework for difficult conversations around COVID-19 delays. ✔ Strategised a mop-up project to combat returning customers unable to return communication because of queue overflow and store lockdowns that increased completion rate by 11%. ✔ Increased targets for dials per agent by 119%, cases closed daily per agent by 126%, cases closed hourly per agent by 126%, and reduced absenteeism by 199% through regular coaching sessions.

Melbourne, Australia

► Responsible for managing calls and resolving issues for Inbound, Outbound, Service, Sales, Admin, as well as Consumer, Lending and Small Business campaigns. ► Led 2 teams of 32 full-time employees, composed of 2 team leaders and 30 bankers/agents, across the multi-skilled sales department. ► Developed and re-invented ANZ’s Outbound call capability, ensuring compliance while increasing sales results. ► Mentored leaders to success by setting up coaching operating rhythm and holding leaders accountable to targets which resulted in 144% Inbound sales increasing from 9% to 22% in 6 months doubling product sales to over 600 monthly. ✔ Modernized outbound dialling by implementing automated dialling technology resulting in efficient dialling, doubling leads actioned, and a 10% increase in customer contacts. ✔ Developed a blended environment in Outbound campaigns using voice technologies and designed agent scripting that reduced misguided callers by 30% and increased contact rate to 75%. ✔ Project managed and launched 3 Outbound projects together with multiple stakeholders, resulting in 15K+ successful customers being contacted and 27% growth product conversion. ✔ Launched the Outbound Firecracker campaign to support “Hoffer so good”, successfully submitting 748 forms with a 46% success rate. ✔ Launched the Outbound Balance Transfer campaign to increase the bank’s FUM. To date, ANZ has assisted customers to consolidate $405k worth of debt. ✔ Launched the Outbound AEVD campaign to support ANZ decommissioning plans for 30K+ customers. To date successfully achieved a 49% campaign objective while increasing product growth by 25%. ✔ Increased Outbound sales conversion from 1% to 8% adding an extra 100 product sales monthly by collecting and analysing data retrieved through strategic trends and opportunities. ✔ Increased the NPS from negative to +39 through coaching programs and conversation frameworks.

► Responsible for Westpac, St. George Bank, Bank SA, Bank of Melbourne, Capital Finance – Inbound/Outbound, Service, Sales, Emails, Asset Finance, SMB, and Consumer Campaigns. ► Led 15 teams of 270 full-time staff, consisting of 2 Operations Managers, 15 Team Leads, 6 QA agents, and 2 Workforce management across the Westpac brands. ✔ Increased product sales conversion by 165% to target, achieving an 8% conversion rate by implementing data-driven outbound contact strategies. ✔ Achieved 121% above 14% Gross Margin target via managing productivity effectively and creating multi-skilled bankers to increase campaign efficiency between call types. ✔ Successful developed and grew the business unit from 25 to 270 FTE through two large Contact Centre business expansions that successfully achieved a 12-week implementation deadline. ✔ Co-designed a car finance retention strategy with multiple stakeholders, launching a lead referral program, creating a sales pipeline of 15% referrals monthly and generating $3.2M in monthly revenue. ✔ Co-developed and managed a blended Outbound/Inbound sales environment through an improved IVR that optimised occupancy and reduced FTE requirements by 16% saving $115k on agent cost p.a. ✔ Developed and implemented a customer complaint prevention framework to proactively identify potential complaints before they eventuate, reducing complaint numbers from double to single digits. ✔ Actively managed a large scale 3-week customer improvement strategy campaign, Thanks A Million, recruiting 250 staff within a tight time frame calling 600k+ Telstra customers. ✔ Managed the implementation of the 1st onshore partner for InterContinental Hotels Group, selling their hotel membership, generating an additional $156k monthly for the business during the 3-month trial. ✔ Completed the 3-month trial, leading to a renewal contract of 12 months at Startek Malaysia.

► Led a team of up to 14 team leaders and 250 full-time employees through various Telstra campaigns. ► Managed progress and staff through KPIs, results, profits, staff engagement, staff development, recruitment, staffing levels, training, client relations, and implement process improvement solutions. ► Created sale leakage projects to identify the leakage root cause and performed sale remediation to reduce leakage, remediating 500 sales orders monthly. ► Engaged internal stakeholders to design, document, and implement the repeat sales process, diverting sales opportunities from service to sales campaigns that added 800 Core sales to the sales contract. ► Educated leaders on schedule adherence and created real-time reports to assist leaders with managing Conformance KPI that lead to 102% conformance achieved. ► Created an extra hour's project to drive additional revenue while maintaining service agreement within Telstra business contract that added an extra $30k of revenue monthly. ✔ Led Telstra Inbound Consumer Sales with 10 team leaders and 160 FTE, generating $750k monthly. ✔ Led Complaints Management campaign with 9 team leaders and 150 FTE exceeding TIO closure rate by 40% monthly. ✔ Deployed effective Coach the Coach sessions resulting in leaders to achieving 96% case compliance. ✔ Led the Call to Action campaign of 4 team leaders and 60 FTE, generating $365k monthly. ✔ Led the Telstra Lifecycle campaign of 1 team leader and 20 FTE, generating $182k monthly. ✔ Managed the Telstra Business unit of 4 team leaders and 80 FTE, generating $537k monthly. ✔ Streamlined and automated the complaints letter vetting process utilising digital data to create user efficiency that led to a 40% reduction saving $72k in support cost yearly ✔ Successfully led a largescale business change guiding 210 staff through a forced re-deployment from front to back of house complaint case management. Completed within 3-weeks with zero attrition.

Melbourne, Victoria, Australia

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