Habitat Residential is a small independent property management agency based in Sydney's Inner West. We have two directors who not only own the business but are the people on the ground managing your properties. We personally handle all aspects of the day to day management of your properly - from leasing to inspections, from accounting to compliance.We offer a competitive property management package which can be tailored to suit your requirements.Feel free to contact us if you would like more information, or would like to arrange the transfer of your property over to Habitat Residential.

Team Management and Process Development role focussing on operational and customer support improvements. In this role I had 8 direct reports and 9 indirect reports covering Operational and Online Support aspects of the Call Centre.Selected accomplishments:Developed and implemented customer support processes for SKY’s online products and services, Customer Self Service portal and Mobile Apps, including training, documentation and customer facing knowledge base content.Created operational processes for day to day schedule management, resourcing and leave management within GENESYS suite of call centre technologies.Developed and maintained a high performing team of online specialists including coaching of team members into leadership positions.Transitioned Call Centre agents onto eTimesheet payroll system, removing requirement for paper time sheets and reducing management time spent processing pay and leave data.Created an online booking process for capturing customer pay per view bookings during special broadcast events, reducing the requirement for customers to have to queue to talk to a booking agent.

Team Leadership role managing Reseller Support and Customer Relations Specialists with the aim of providing exceptional customer service.Selected accomplishments:Oversaw the Vodafone Reseller Project for Customer Services. Created workflow processes for handling third party reseller vendor and associated customers. Co-developed process documentation and training material to ensure agents had the best resources available to support customers.Created a new team of agents and associated processes for a specialist retailer promotion with an external vendor.

A leadership role looking after both Technical Inbound Support Agents and specialised operational teams. Management of 3rd level customer escalations and disputes.Selected accomplishments:Developed and coached team of technical specialists to work towards a stronger customer focus in a primarily technical environment.Developed Customer Service recruitment workshops in conjunction with external recruitment agency. Increased quality and suitability of candidates and vastly reduced lead time for recruitment.

A new role developed to oversee the customer experience by way of fault management and customer escalation handling.Selected accomplishments:Established clear escalation path to handle and resolve customer disputes as quickly as possible.Proactive handling of day to day resourcing issues within the Call Centre to answer customers queries over and above their expectations.

Customer facing outbound technical support and administration role, including email query management and DNS Registry management.

Inbound technical support role. Business and Residential IP, Voice and Mobile support.