Senior leadership role reporting into the Head of Service. Four Managers as direct reports with an indirect span of control of over 150 service consultants whom are geographically dispersed.Responsible for managing a centre which includes multiple functions such as member servicing, member growth, written correspondence, quality assurance & risk management teams.Successfully managed large scale change projects that included new technology, merging of systems and processes & significant capability upskill requirementsResponsible for the creation and implementation of both the customer servicing and the member growth strategy for the fund.Accountable for the creation and implementation of OKR's for the service centre as well as driving strong employee engagement performance.

Manage a centre of over 400 FTE who provide exceptional customer service to Australian customers across multiple lines of business using phone, email and chat.Design and implement key continuous improvement projects that streamline the customer journey and improve the overall customer experienceCo-ordinate, schedule and manage all training and recruitment for the contact centreCreate, set and track all KPIs including but not limited to Net Promoter Score, Quality Assurance, Average Handle Time, Service Level, Call Answer Ratio, Adherence to schedule and OccupancyImplement and manage performamce management program to drive results and identify trends

Work as part of a global team that manages 4 direct reports, 11 Team Leaders and over 230frontline staff to provide world class coaching and world class customer service on a daily basis.Lead and drive continuous improvement projects within the contact centre. Review all processes,customer feedback and all key metrics to identify waste and provide analysis on coast savinginitiatives and recommendations for projects to improve results.Created and delivered the implementation of a social media servicing platform within Australia.Worked closely with marketing, public affairs and communication to ensure a seamless linkbetween the brand handle and the servicing handle. Used this platform to promote offers andcamapigns and service customers transactional enquiriesProject Manage multiple global initiatives such as a Team Leader certification program, Socialmedia servicing channels and new marketing strategies. Design and then implement into thecontact centre to ensure consistency and then track performance and report back to all seniormanagement and key stakeholders.Inspire Team Leaders and Customer Care Professionals to drive increased performance byreinventing traditional training methods, creating environments of experience (Crowd Sourcing) and involving themin process improvement.

Manage a team of 8 Learning Specialist who were responsible for delivering training to over 230frontline support staff. Conducted class room observation, weekly coaching, performancemanagement and end of year appraisals.Design and create a new on boarding and induction training plan that focuses on practicalapplication, knowledge retention and agent engagement during the first 4 weeks of employment.Assess the success of this new induction by recommend to friend scores.Work with all key stakeholders to prioritise and schedule all upskill, refresh, induction and newproduct training to ensure business needs are met and overall results continue to increase. Monitorand track performance with shared goals, continued innovation, continued delivery and design ofmaterial.Liaise with senior management, directors and leaders to ensure that businessexperience flowed into the classroom environment to ensure future success.Use understanding of adult education to challenge the status quo and innovate to change the waylearning is conducted within the classroom to ensure motivated and engaged participants.Designed and implemented a virtual learning program into American Express. Using the latestdigital technology available took learning to a new level. Not bound by physical presence learningspecialist could deliver engaging training in a virtual environment. Conducted all virtualcertifications for existing learning specialists.

Inspire and motivate a team of 12 Customer Care Professionals (minimum) who are responsible for providing exceptional service to our top 10% of card members. Use customer feedback and verbatim to drive increase in excellent scores and recommend to a friend and to create action plans that hold both my team and I accountable for performance. Challenge the way coaching is done, look for non conventional practices. Coach to feeling, thoughts and ambition rather than just to numbers. Work with internal stakeholders across multiple departments eg Service Level Planning, Travel & Lifestyle Service, Proprietary Card Services, Learning to ensure superior service can come to life. Conduct on the floor training for specific campaigns, measure success against acceptance, customer feedback and engagement within team.

Manage the overall performance of 2 vendor partner sites and ensure that all centres are alligned to achieve the same goal.Implemented coaching strategies across both sites to ensure quality coaching conversations.Implemented action plan to increase recommend to a friend results in 6 month period.

Provide world class service to our top 10% of card members.Welcome, acknowledge, value and reward our customers on a daily basis.Provide coaching support for my leader.Point of contact during Team Leaders absenceImplemented a buddy program that used the experience of a tenured agent to support a new employee.

Customer service representative for premium mobile services. Responsible for providing exceptional customer service to top spending personal mobile accounts.Quality Analyst – responsible for providing feedback around the customer experience.Point of Contact in my Team Leader’s absence ( SME role) Responsible for coaching and managing performance and service level.Part of the Process Improvement Team which developed and enhanced existing procedures. Conducting testing on new products and delivered in depth coaching to other teams. Trained in Senior Leadership Course