Dani Ring Email & Phone Number

• Leading and facilitating the transitional “nesting” program of newly trained contact centre agents. • Establishing targeted key performance indicators (KPIs) for new recruits and ensuring the KPIs are met to determine competency.• Reviewing performance of recruits and provide timely feedback to address any underperformance issues.• Measuring and reporting to the contact centre manager on the progress of training and developing improvement plans where necessary.• Weekly 1-on-1 sessions with each recruit to provide in-depth coaching.• Working closely with the National Training Team to assist with the design and implementation of new training materials across multiple mediums, ensuring alignment with I-MED standards and requirements.• Working with the Leadership Team to achieve common goals and foster a culture of continuous improvement across teams and the broader business.

• Developing and facilitating training for onboarding of new contact centre agents across multiple regions.• Creation and implementation of internal training for national upskilling of all I-MED contact centre staff.• Established national content for the Learning Management System (LMS) and implemented updates to the LMS as a super user and administrator, based on user feedback via the L&D inbox.• Developed and managed a national training calendar for internal training providers.• Liaise with various stakeholders and internal management to enable the rollout of several large projects.• Utilising survey feedback from clinic staff and trainees to enhance the existing training modules

• Frequent point of contact for one-on-one training with new agents.• Delivering patient satisfaction and high-calibre contact centre service that has received numerous accolades.• Integration of multiple areas of expertise and experience with a variety of booking platforms.• Utilising maximum efficiency to complete patient bookings in a timely manner whilst maintaining patient care and consideration.• Developing strong working relationships with management, staff and referrers.

• Delivered training and support of new staff through the company's store of learning program.• Mentored new team members on POS system operation, customer service strategies and sales goals.• Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.• Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.• Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.• Delivered expert clerical support by efficiently handling a wide range of routine and special requirements.