Jo Mclennan Email & Phone Number

Contributing to the delivery of state-wide resilience and risk reduction agenda through the provision of high-level advice,support and expertise in the coordination and management of emergency management grant programs.

Keswick, South Australia

SEICCC Activation - River Murray Flood Supervisor supporting agents taking inbound calls from those who have been impacted by the River Murray floods within South Australia.

Australia

Undertaking a range of planning and coordination duties to support the distribution of Rapid Antigen Tests (RATs) to registered close contacts of Covid-19 cases and concession cardholders through the RAT distribution points in South Australia.

Australia

Responsible for assisting the functions implement and action tasks in response to the Covid-19 Outbreak. Working across several teams as a central source of knowledge within the State Control Centre whilst, developing cooperative working relationships with relevant stakeholders and Covid-19 work stream team members within the State Control Centre..

Adelaide, South Australia, Australia

Answering and responding to emergency triple zero (000) calls and non-urgent calls across South Australia. Assessing a patient’s condition and providing step-by-step instructions in life-saving patient care where needed. Responsible for prompt and appropriate response to all requests for SA Ambulance Service operational services providing relevant and.

Keswick, South Australia, Australia

Managing and resolving complaints and enquiries. Accountable for providing a comprehensive range of customer and business support services via telephone, email, SMS and website whilst, promoting a customer-focused culture and identifying opportunities for service improvements. Required to work outside normal business hours to assist with Emergency Outage.

• Managing the Customer Service team; a team of 4 Customer Service Officers to provide prompt and efficient delivery of high quality and optimum customer service to Educational Assessment Australia's (EAA) customers.
• Ensure EAA’s Customer Service and Quality Management standards are achieved
• Inform, train and support Customer Service Officers
• Recommendation and implementation of new processes and process improvement
• Monitor, review and analyse customer requests and feedback
• Manage direct reports to meet KPI’s

• Managed the Work@Home team, a diverse team of contact centre professionals to deliver sales, service and support services to Westpac customers; as this team was home based and located off site challenges included.
• Coach, mentor, engage team members to maximise their potential to optimal engagement
• Manage direct / indirect reports to exceed individual KPIs and business targets
• Develop and execute sales, service customer satisfaction strategies
• Manage and support Health & Wellbeing of others
• Recommendation and implementation of new processes and process improvement

Leading 12 direct reports and two Team Leaders who each had 18 direct reports, the objective of this role was to manage the evening inbound business segment to ensure service standards and key performance indicators were achieved along with high levels of staff engagement.

Customer Contact Centre, Sydney Australia

The primary focus of this role was to manage implementation of post call survey (customer satisfaction survey available for completion end of all calls) which resulted in a net promoter score for each banker rolling up to team result, business unit and customer contact centre. These results drove customer service to ensure St George has a customer.

Customer Contact Centre, Sydney Australia

The objective of this role was to manage a team of 15 to 20 customer service bankers who handled approximately 70 inbound calls per banker. A key focus was to manage the team to maximise performance and team contribution to overall business objectives. This included coaching, mentoring each individual; managing customer escalations and complaints; driving.

Customer Contact Centre, Sydney Australia

The focus of this role was to coach bankers to cross sell products while maintaining high quality service. This included introducing and driving a combined sales and service culture; providing subject matter expertise, acting as knowledge expert predominantly supporting new recruits through an boarding during a 3 month probation period. The role supported.

Customer Contact Centre, Sydney Australia

South Australia, Australia

Bali Province, Indonesia