Darina Button (Nee Gassanova) Email & Phone Number

Perth, Wa, Au

Perth, Western Australia, Australia

Perth, Western Australia, Australia

Responsible for leading global service and support operations through rapid expansion: Lead and motivate a diverse team of managers, service professionals, parts and admin staff by providing guidance, coaching, and support to achieve performance targets and foster a culture of excellence. Achieve and maintain profitability of the global support operations including establishing and managing budgets for the global support departments. Develop and execute a comprehensive global… Show more Responsible for leading global service and support operations through rapid expansion: Lead and motivate a diverse team of managers, service professionals, parts and admin staff by providing guidance, coaching, and support to achieve performance targets and foster a culture of excellence. Achieve and maintain profitability of the global support operations including establishing and managing budgets for the global support departments. Develop and execute a comprehensive global service and support strategy to drive growth, profitability and customer satisfaction.Establish and enforce quality standards and best practices for all aspects of service delivery, ensuring compliance with industry regulations and customer needs. Monitor key performance indicators (KPIs) and metrics to track the performance of service and support operations, analyse trends, and implement corrective actions as needed.Develop relationships with key stakeholders with the ability to engage others to get their commitment to ideas, projects and actions.Develop customer journey maps, reports and presentations utilising system data as well as customer insights. Drive continuous improvement initiatives within the service and support departments, identifying areas for optimisation and implementing solutions to enhance efficiency and effectiveness. Show less

Perth, Australia

Perth, Australia

Ensured smooth operation of customer support and sales support functions, driving customer satisfaction and contributing to the achievement of business objectives for WA & SA. I had to resign due to moving to another state for family reasons.Established uniform customer service practices across WA & SAProvided coaching and mentoring as well as performance reviews for Customer Service, Technical Support and Warehouse teamsSupported individual and team development by identifying… Show more Ensured smooth operation of customer support and sales support functions, driving customer satisfaction and contributing to the achievement of business objectives for WA & SA. I had to resign due to moving to another state for family reasons.Established uniform customer service practices across WA & SAProvided coaching and mentoring as well as performance reviews for Customer Service, Technical Support and Warehouse teamsSupported individual and team development by identifying future needs and relevant trainingSet and evaluated performance against monthly and yearly sales KPIs and address trendsActively participated in company strategic planning and implementation of new initiativesReviewed processes and drove continuous improvement initiativesResolved customer complaints and conducted grievance managementMaintained close collaboration with internal and external partners including Technical Sales, QA, Product Experts and factories in USA, Switzerland and AustraliaEnsured that all locations are in compliance with WHS requirements Show less

Perth, Australia

Directed sales & customer service strategies to maintain long term contract obligations, providing proactive support to sales and customer service managers, fostering culture of excellence. Business unit exceeded both sales and engagement score KPIs in 2016 and 2017.Delivered coaching and management support to managers and team leaders to drive achievement of sales, service and NPS targets.Maintained strong and external relationships with product stakeholders to enhance… Show more Directed sales & customer service strategies to maintain long term contract obligations, providing proactive support to sales and customer service managers, fostering culture of excellence. Business unit exceeded both sales and engagement score KPIs in 2016 and 2017.Delivered coaching and management support to managers and team leaders to drive achievement of sales, service and NPS targets.Maintained strong and external relationships with product stakeholders to enhance collaboration.Supported the design and execution of sales and professional development programs, contributing to the continuous growth of the team. Monitored sales and customer satisfaction performance to develop strategies to meet targets through coordination initiatives and streamlining of processes.Utilised analytical insights to evaluate channel performance against monthly, quarterly, and yearly sales benchmarks, whilst proactively addressing emerging trends.Managed business unit’s involvement in organisation wide initiatives and events including project managing these activities.Ensured full compliance with workplace Health & Safety standards, maintaining platinum accreditation. Show less

Carousel Member Service Centre

Accountable for ensuring the high-performance standards of sales and service consultants, as well as team leaders, through the provision of guidance, training, and ongoing staff development initiatives aimed at achieving sales and service objectives. Responsibility for HSE compliance, as well as planning and budgeting, including recruitment and scheduling.Led and motivated teams to consistently achieve key performance indicators (KPIs), driving increased productivity, fostering… Show more Accountable for ensuring the high-performance standards of sales and service consultants, as well as team leaders, through the provision of guidance, training, and ongoing staff development initiatives aimed at achieving sales and service objectives. Responsibility for HSE compliance, as well as planning and budgeting, including recruitment and scheduling.Led and motivated teams to consistently achieve key performance indicators (KPIs), driving increased productivity, fostering exceptional member experiences, and facilitating continuous improvement.Ensured all business is conducted in accordance with current legislative guidelinesServed as escalation point for high risk policy assessmentsCustomer grievance management for all branches and contact centresConducted performance management procedures as needed to ensure optimal team performance.Liaising with all external providers to make sure all work is completed in timely and cost-effective manner. Show less

Carousel Member Service Centre

Provide active support, guidance, training and staff development, and to achieve designated sales and service targets and performance levels. As well as delivering professional and efficient sales and service to customers through the promotion, selling and cross selling of all RAC products and services, enabling the Member Service Centre to meet its performance objectives

Rac Contact Centre

Providing support to contact centre sales teams through compliance monitoring, and leading the referral support team. Coaching and developing frontline staff on insurance products, services and emerging business. Also reporting and tracking performance and behaviour changes of frontline staff.

Perth, Australia

Delivering professional and efficient sales and service to members through the promotion, selling and cross selling of all RAC products and services, enabling the Contact Centre Sales to meet its performance objectives.

Wyndham, Western Australia, Australia

Jawun forms partnerships to benefit corporate, government and Indigenous Australia. Together improving the lives of Indigenous people around the country by supporting Indigenous communities on the ground. My secondment focus was to further develop and formalise a proposal that would help families stay united, while protecting the children, primarily focusing on life skills and alcohol & drug rehabilitation.

Perth, Australia

The Founder Institute is a worldwide network of start-ups and mentors that helps entrepreneurs launch meaningful and enduring technology companies. Their four month idea-stage incubator program will help an entrepreneur to launch their dream company with the help of expert training, feedback and support.Representing the RAC and committing time to work on the next best idea that will make RAC the most valued organization by 2020.

Bachelor Of Commerce (B.Com.), Accounting And Taxation

Diploma Of Leadership And Management, Management