I oversaw a team of customer service agents to ensure that everyday operations ran smoothly and that client questions were addressed properly and promptly.Team members were coached, instructed, and developed to increase their skills, knowledge, and performance.Call centre parameters such as call volume, response time, and quality of service were monitored and actions were taken to improve performance.To maintain consistency and professionalism, I ensured that team members followed contact centre policies, procedures, and scripts.Collaborated with various teams to identify and solve the needs and problems of customers.Complex customer complaints or concerns were resolved and escalated to higher levels of management if needed.Ensured that proper records and documentation of team performance and customer interactions were kept.Projects and initiatives targeted at enhancing call centre performance and customer happiness were implemented and managed. Performed performance evaluations, provided criticism, and developed performance improvement plans as needed. Skills developed:Strong leadership abilities, especially the capacity to encourage and inspire a team to success.Excellent verbal and written communication abilities.Knowledge of call centre technology such as phone systems, CRM software, and call monitoring tools is required.The ability to study and comprehend data in order to make sound judgements.Excellent problem-solving and decision-making abilities.Capability to operate under pressure and perform numerous things at once.

Handled phone, email, and in-person customer enquiries, addressing billing, payment, and general service-related questions for both residential and commercial customers.Detailed customer records were kept, customer account information was updated, and customer issues were resolved in a timely and accurate manner.Outbound calls were made to follow up on customer service requests and for targeted customer engagement campaigns to promote energy conservation.Coordination with cross-functional teams was required to ensure that customer concerns were addressed effectively and promptly.Maintain knowledge of electricity retail market regulations, company policies and procedures, and a thorough understanding of the energy industry.

A very versatile role. Responsible for up to 60 staff and 5 managers, and the day to day runing of the restaurants. Role included, but was not limited to, the following responsibilities -- Full ongoing recrutiment process and onboarding for staff and managers- All staff and manager training - web based training, skill assessments & certifications- Employee retention- Talent identification and development of high potential staff and managers- Performance appraisals and development plans- WHS - policy implementation & enforcement, accident reporting, safety audits- Performance management for all staff and managers- Mentoring fellow Restaurant General Managers- All rostering functions- Stock control - ordering, stocktakes, wastage control- Food Safety Supervisor- Responsible for maintaining great workplace culture- Customer Service & complaints- Handling employee grievances