Daniel Grocott Email & Phone Number

Geelong, Victoria, Australia

North Geelong

Managing communication across Social media and traditional contact platforms.Creating an initial contact point for a broad range of internal and external customers and suppliers.Resolve escalated customer enquiries at the first point of contact using appropriate negotiation and discretion. Report trends to Line Manager to identify buying patterns or stock deficiencies. Maintain Best in Class customer service principles and champion these values within the contact centre. Complete administrative tasks where required.

Geelong, Australia

Main Responsibilities:Managing the day to day operations of a multichannelcontact centre and administration team.Performing regular QA on customer contact andadmin work to maintain best practice and complianceto NPP’s and PHIAC code of conduct.Assuming responsibility for the billing and directdebit processes of all health fund members on aweekly, fortnightly, monthly and yearly basis.Achievements:Creating copy and design for Rate Review and EOFYnotifications and statements to Private healthinsurance fund members.Managing the end to end creation, design, proofingand implementation of Private health insurancepolicies.Successfully co-ordinating the on boarding processof multiple health insurance brokers, from atechnical and relationship management perspective.Performing analysis on website utilisation, salesand lapse data and customer complaint data toprovide business cases and recommendations tothe GM in regards to process improvement and FTEheadcount.Creating robust reporting dashboard detailing keybusiness metrics and P&L responsibilitiesPresenting business growth, CSC results, marketingROI, projected sales and lapse rates, forecasted callcentre and administrative workload and plannedIT&S upgrades to the entire business includingExecutive management team, board members andCEO

Lvl 2 50 Franklin St Melbourne 3000

Implementing effective change management through strong and effective leadership to re-engage staff and achieve KPI's that have not been met in last quarter. Developing and maintaining effective relationships with key external stake holders.Presenting quarterly incentive budgets for approval, included predicted agent results.Analysing call centre and anectdotal data and collating it into an easy to view format for effective coaching through the use of pivot tables and Vlookup Excel formulas.

Increasing team culture and Statistics through effective coaching and performance management.AHT reduced from 680 seconds to 538 seconds.Attendance improved by 32%Increasing customer satisfaction from 72% to 91% (while increasing volume of customers surveyed by 3.8%)Liaising with work force analysts to increase adherence to schedule and providing disciplinary action where appropriate to increase Adherence to 95%Minimizing attrition by motivating staff.Increase sales strike rates to 3.2% from 0.8%Efficiently coordinating events for Salmat social clubAchieving Key performance indicators and getting a result of 96% of total scorecard in February with the centre achieving all key performance metrics; Develop and up-skill team members through coaching and feedback.Setting and meeting performance targets for speed, efficiency, sales and quality. Call monitoring to improve quality, minimize errors and track operative performance. Analyzing call centre and anecdotal data to help identify coaching opportunities and follow up on previous coaching goals.Follow and enforce Salmat and Telstra's policies and procedures.Maintaining up to-date knowledge of industry developments and involvement in networks- keeping up to date Using key reports to identify commendation opportunities and ensure all staff will meet KPI's.

Maintaining high sales targets and working to exceed KPI's.Delivering highest level of customer service to our clients.Handle inbound customer sales and service contacts, exploring and closing sales opportunities in accordance with standard procedures on every call and resolution of customer complaintsIdentify customer needs through standard questioning techniques, product usage analysis and provide product-service information to enable the customer to make an appropriate decision. Establish and maintain effective working relationships with peer groups and key internal stakeholders.

Cert Iv Frontline Management, People Management, Completed

Education record

Certificate Ii, Hospitality Operations