Erin Scully Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Wow!!!! Working in a fantastic small business (SME) has opened up my world to new and exciting possibilities; helping the clever business owner to grow our incredible business that is changing the way pre-mix concrete is supplied.As a SME we create sustainable strategies such as adapting products to fit with evolving local community needs. Alongside the adoption of digital technologies (new app for ordering soon to arrive), we have compelling reasons for our customers and business partners to choose us over larger businesses. We leverage local connections, close customer relationships, and create unique offerings based on our local knowledge to become embedded in the Australia wide building/landscape community.We are continuously looking to create networks, working with both small and big business and cross-promote. The implications for our customers is relatively simple. Where possible, customers need to shop from small businesses like us. Our small business model is one of a second generation family business who specialise in looking after the "little guy". Our customers are increasingly realising the benefits Concrete Sales provides at a community and national level. My Key Achievements so far:Deliver on key strategic initiatives which include but are not limited to:• Customer service, sales and business strategy implementation.• Increased quote conversion.• Increased new customer and business partnering base.• Further develop the friendliest customer service and sales team.• Improve on the National footprint, creating new alliances and business partners - identifying, attracting, and acquiring new business to further our revenue and growth goals.• Understand our competitive landscape.• Implementing effective KPIs.I am working on:• Implementation of customer feedback.• Leveraged a sales plan to identify areas of growth.• Developing long-term customer relationships.• Implementation of a social listening strategy

Docklands Melbourne

Having been employed with GE Capital since 2008, the organisation was rebranded Latitude Financial Services November 2015. In July 2016 I was appointed to an exciting Outbound Sales Manager role. I love managing sales people. Very exciting. I manage at team of sales specialists to look after our current customer base to tailor financial solutions that best meet their needs. A strong customer service aspect is tied in with this role. How do we do it? We are customer obsessed. We constantly listen to customers, and personalise the customer experience. Our language is “us” “we” and “you.” We do our best to understand what is personally motivating our customers and help them to reach their desired outcomes.Key Achievements: Resilient in an ever-changing environment with increasing legal and regulatory obligations Minimise staff compliance concerns to under 5% error rate therefore mitigating risk to the business Improved staff performance in productivity and sales results. Increased application solicitation by 19% 2017 Received award for best Team Manager and best team 2019. Settled 1381 loans with New Cash $20,858,287 and met 100.97% of total plan Provided clear and definitive leadership when an underperforming team merged with my team. Improved performance of new team members through great coaching and holding staff accountable. Redeployed staff who were unable to fulfil the sales role however had other skills sets that would be valuable to the organisation.

Melbourne, Australia

A dispute management professional working closely with the Latitude legal team and Ombudsman to manage maladministration and privacy disputes which had a high degree of complexity and sometimes posed a threat to the business. Dealing with industry members, resolving disputes through conciliation and investigation and other alternative dispute resolution (ADR) methodologies.Key Achievements: Resolved 80% of disputes in favour of Latitude by identifying root cause and underlying customer concerns. Of the 20% in customer favour, agreed upon debt waver or negotiated resolutions reached with the support of head of business Identified systemic issues to ensure further dispute prevention where possible 100% with and through leader and heads of business Resolved 90% of disputes at level 2, preventing escalation and cost by identifying appropriate solutions quickly Turnaround time for dispute resolution 100% met, excluding those disputes the business and I determined needed to run the full course with the ombudsman. Of those, 100% settled in Latitudes favour

Melbourne, Australia

Managed the daily operations of a 25-member team to deliver empathetic and appropriate hardship financial solutions to customers in their time of need. Key Achievements: Won Role Model Award 2011 and Excellent Award October 2012 best Team Manager Developed KPI for Hardship administrative team resulting in improved performance across the department by 35% Coached staff and lead the changes to ensure understanding and agreement. Included staff in the change process to obtain their support and engagement. A very positive result across the department.  Changed recruitment strategy for the Hardship Department which had phenomenal growth over a short period, resulting in a vastly improved quality of new staff intake. As a result, quality improved and 20% more customers were provided with suitable hardship arrangements or settlements

Richmond Melbourne

Leading a team of 25 collections officers responsible for ensuring CUA collection activities are being conducted productively and in accordance with government legislation and industry standard.Key Achievements: Won GM Excellence award in 2009  Developed new strategy for running weekend collections campaigns across all collections buckets which was implemented after I left in 2010. Resulted in improved bottom line

Melbourne Cbd & A Variety Of Other Locations

1999-2008 Telstra Corporation A passionate Complaint and Dispute Team Manager- 1999-2008 - Manager Contact Complaint Centre- 2006-2008 - Division Customer Satisfaction Manager - 2003-2005 - Regional Complaint Manager - 2002-2003 - Communications Consultant - 1999-2002 - Customer Relations Manager Recipient of a number of HOB and GM awards for performance and leadership within specialist teams

Licenced Therapist Rtt

Social Intelligence

Studied Bachelor'S Degree, Liberal Arts And Sciences, General Studies And Humanities

Studied Bachelor'S Degree, Business Management, Core Units

Diploma Of Business