Edwina Masina Email & Phone Number

Clyde North, Vic, Au

Sydney, New South Wales, Australia

Sydney, Australia

Complaints Resolutions Manager - Managing end to end complaint resolutions, team schedules/workflowASIC Project Lead - Key person contactAFCA Liaison - Internal contactCompliance Trainer - Company wide compliance training and one on one coachingReporting - Weekly/monthly reporting to external stake holders & board members

Sydney, Australia

Front line complaint resolutionDaily KPI reportingCoaching/Training - Front line customer service & retention specialists Call Listening - Live listening & Escalation managementFloor support - Subject Matter ExpertComplaint handling - Assisting Head of Risk & Compliance with customer service/sales complaints and AFCA investigations

Sydney, Australia

Establishing strong and positive customer relationships that will lead to discontinuance and retaining their businessStrong background in customer service with well developed communication skillsManage outbound campaignReal time managementCustomer Care agent of the quarter July 2017

Sydney, Australia

This position started in Brisbane and in August I was transferred to Parramatta. I am accountable for site operations in Parramatta and also apart of the administrative support that supported all 5 sales and customer service sites for Careers Australia.I manage all incentive and event marketing for the Sales department. This involves back and forth approvals of budgets from $2000-$30,000, all marketing materials from concept to creation and purchasing of all inventives for all centre's… Show more This position started in Brisbane and in August I was transferred to Parramatta. I am accountable for site operations in Parramatta and also apart of the administrative support that supported all 5 sales and customer service sites for Careers Australia.I manage all incentive and event marketing for the Sales department. This involves back and forth approvals of budgets from $2000-$30,000, all marketing materials from concept to creation and purchasing of all inventives for all centre's nationally.I also work closely with our Senior Management team across different departments, supporting with data deep dives, upward reporting, ups-killing of customer service staff across all sites and was utilised as a main source of complaint management solutions. Also a direct subject matter expert for the Parramatta site and the customer service team nationally. Show less

Brisbane, Australia

Assisting all First party teams nationally with data, event, organisational and escalation support. This role was a secondment role as the firs party team required the organisational assistance. I was responsible for assisting the lead national sales co-ordinator with organising face to face sales teams into shopping centres, open days and events. I was able to support existing stakeholders through providing sales data and reports to all parties. My contacts within the business and… Show more Assisting all First party teams nationally with data, event, organisational and escalation support. This role was a secondment role as the firs party team required the organisational assistance. I was responsible for assisting the lead national sales co-ordinator with organising face to face sales teams into shopping centres, open days and events. I was able to support existing stakeholders through providing sales data and reports to all parties. My contacts within the business and externally to third parties gave me the knowledge and understanding to be able to handle all and any complaints. At the time I was able to capture system and user errors that prevented further escalations to the complaints department which increased customer satisfaction. Show less

Brisbane, Australia

SalesConnecting job seekers to accredited short courses, apprenticeships, traineeships, certificates and diplomas. Creating pathways into employment and further education across a range of industries. Utilising Salesforce as the customer management system, liaising with internal departments and campuses to ensure a smooth customer/student experience.RetentionThis role I had a few responsibilities. Onboarding students - preparing each individual student as intake start… Show more SalesConnecting job seekers to accredited short courses, apprenticeships, traineeships, certificates and diplomas. Creating pathways into employment and further education across a range of industries. Utilising Salesforce as the customer management system, liaising with internal departments and campuses to ensure a smooth customer/student experience.RetentionThis role I had a few responsibilities. Onboarding students - preparing each individual student as intake start dates get closer. Ensuring that we adhere to KPI's of 75% commencement and 75% to census one. In my time as a retention specialist I had exceeded my KPI's every month with a benchmark of 85% of my students starting and getting to check point 1. 5 months of my time in retention I had reached both 100% student commencement and C1 stat scores and positive customer experience scores. This role deals with students from all walks of life and managing their student experiences, some good some bad. As their consultant my responsibilities are to ensure that each student is actively partaking in retention activities, receiving the correct academic advisement, ensure that each individual is actively partaking in their studies which may involve liaising with faculty staff, senior management, complaints management team should any issues arise and also managing high risk students from different backgrounds. Show less

Brisbane, Australia

Working closely with local designers across Brisbane as a clothing retailer. Managing day to day till operations, opening and closing, stocktake, face to face selling adhering to daily KPI's, managing 2 part time staff members, organizing of rosters and setting daily, weekly and monthly targets.- Store Marketing- Online social media marketing- Networking with local designers/suppliers- Website/Online store management

Brisbane, Australia

Working as a leader, overseeing all Telstra business sales in the Springfield store and the greater Springfield district. End to end sales and account management in Siebel CRM and Legacy systems.Also in-store sales of landlines, mobiles, internet, accessories and foxtel. Adhering to individual and team weekly KPI's and monthly GP revenue.

Brisbane, Australia

Accountable for a team of QA Officers (Both Adelaide and Brisbane) including auditing calls, training in new systems, conducting performance reviews, call calibrations and professional leadership.Providing training and upskilling to QA officers nationally to drive performance in sales and . Performance Management: Coaching and developing QA Officers to identify opportunities and provide constructive feedback via one on one coaching sessions.Compiling and circulating data… Show more Accountable for a team of QA Officers (Both Adelaide and Brisbane) including auditing calls, training in new systems, conducting performance reviews, call calibrations and professional leadership.Providing training and upskilling to QA officers nationally to drive performance in sales and . Performance Management: Coaching and developing QA Officers to identify opportunities and provide constructive feedback via one on one coaching sessions.Compiling and circulating data upwards the National Operations Manager to assist with various reports.Co-ordinating daily with the National Operations Manager to develop strategies in order to improve business processes. Show less

Brisbane, Australia

Escalation support agent Key responsibilities:- Handle all system escalations- Handle all customer escalations/customer resolutionsSuccesses:- Reduced system errors from 26% to 8.5 % in 6 months- Promoted to TL