- Customer service development- Customer Onboarding & Regulatory Compliance- System and process implementation- Systems testing and bug reporting- Provide exceptional customer service

- Responsible for managing a team of up to 15 FTE staff, providing them with guidance, direction, and support to ensure they deliver exceptional customer service for Bank of Queensland digital bank apps – Virgin Money Australia, myBOQ and ME Go.- Play a key role in supporting the successful launch of the ME Go app, ensuring that the team is well-prepared and capable of handling customer enquiries and issues related to a new product.- Foster a positive and motivated team environment by aligning personal and career development goals of team members with the business objectives. Encourage career growth and progression within the team.- Continuously monitor real-time operational activities to ensure that Service Level targets are met. Balance workloads, including activities like Know Your Customer (KYC) processing and chat support.- Monitor and drive team performance and adherence and identify reasons for variances to target by developing and leading agents through regular 1:1 coaching, guidance and development at an individual and team level and implement performance improvement plans and coaching plans where required to lift performance to necessary levels and take action to address unsatisfactory performance. - Conduct team meetings and huddles to maintain alignment with business goals and ensure that all team members are informed and engaged.- Serve as a point of escalation for complex customer issues or situations that require higher-level intervention.- Work collaboratively with other business teams to promote a client-centric and service-oriented culture, ensuring that the client's needs are at the forefront of all activities whilst taking ownership and demonstrating accountability.- Lead a project aimed at transitioning chat functions from Genesys Engage to Genesys Cloud, requiring effective project management and team coordination.

- Team Development: Recruit, onboard, and coach 25 FTE staff hired specifically to transition 600,000 clients from ANZ Share Investing to CMC Invest and provide them with ongoing coaching, guidance, and support to ensure team members are prepared for the transition project.- Team Engagement: Foster a positive and motivated team environment, aligning personal and career development goals of team members with the organisation’s objectives. Encourage a sense of purpose and commitment to the project's success.- Client Services Coordination: Supervise and coordinate activities of the Client Services inbound and digital teams to ensure a high-quality and relevant client experience during the transition and daily BAU.- Performance Monitoring and Improvement: Consistently monitor team performance and adherence, addressing areas of opportunity. Provide ongoing coaching and development, including performance improvement plans when needed.- Operational Support: Assist in managing the operations of the Client Services team by completing reports and supporting staff roster management.- Escalation Point: Provide a point of escalation for Senior Client Services Executives when complex issues arise.- Operational Efficiency: Drive operational improvements and efficiencies within the business to ensure the successful transition of clients.- Policy and Procedure Management: Offer proactive insights and expertise in creating and upholding team policies and procedures, ensuring compliance and risk mitigation. Additionally, participate in the establishment of a knowledge base for integration into Salesforce.- Regulatory Compliance: Ensure that all team members meet and maintain RG146 requirements.

- Team Development and Support: Develop, coach, and support teams during the ramp-up of a new government contract for Services Australia as well as during the tax season for the ATO, to achieve quality results and meet productivity targets whilst ensuring that team members remain compliant with government agency protocols and monthly governance requirements. Conduct 1:1 meetings with team members to support their personal development and help them progress within the organization. Identify areas where efficiency improvements and behavioral changes could benefit the team's performance and provide coaching to effect these improvements.- Point of Contact for Contingent Workforce: Act as the primary point of contact and administration for a contingent workforce of 600 staff. Liaise with the BAU leadership team to coordinate seamless workflow with the contingent workforce.- Stakeholder Engagement: Continuously engage with stakeholders to ensure a smooth symbiosis within the business, facilitating effective communication and collaboration. Lead contact for the leadership team of the contingent workforce, particularly for coordinating seating arrangements and logistics.- Workplace Support and Offboarding: Consult with workplace support and other departments to ensure the smooth wind-down of projects like Tax Time 2020 and manage offboarding processes effectively.- Data Analysis and Evaluation: Analyze and evaluate data to identify trends and plan accordingly to optimize team performance and customer service.

- Contract Management: Manage the day-to-day operations of two separate ramp-up contracts, ensuring that planning, change management, training, and quality management are effectively utilized. In addition, monitor these contracts to ensure availability, deadlines, budgets, and service levels are met, and results are delivered.- Team Leader Development: Develop, coach, guide, and support up to 8 team leaders, ensuring they are equipped to provide optimal support to their team members for high-performance outcomes.- Stakeholder Engagement: Engage with stakeholders, including the agency directly, to ensure that contracts and service levels align with strategic aims and financial constraints. Ensure ongoing service complies with agreed-upon contract terms.- Operational Monitoring and Reporting: Monitor and measure department operational issues, identify opportunities, and develop plans to address them. Report achievements within agreed formats and timelines.- Hybrid Work Environments: Manage both working from home and working from the office frameworks, ensuring that teams can effectively function in various working environments.- Workforce Reduction Communication: Deliver news of the reduction of the workforce for Service NSW, which included over 100 Customer Service Representatives and multiple team leaders and providing support to affected employees.

- Drive learning and improvement through regular feedback and coaching sessions with team members adapting to different learning styles- Create internal brand awareness- Drive a continuous improvement mindset across the service delivery team- Quality call monitoring whilst ensuring I consistently exceed my KPI’s- Deliver improvement opportunity initiatives with the aim of improving business outcomes- Liaise with multiple stakeholders to address performance issuesACHIEVEMENTS- Directly supported multiple teams as a technical specialist and increased individual CSR quality results- Trained within 3 frameworks for quality assurance

- Answer high volume calls in a professional manner on a day-to-day basis- Provide high levels of customer service adhering to policies and procedures- Maintain high level of security with client’s personal information- Navigate multiple information systems simultaneously and multitask to assist callers with completing tax obligations- Provide general taxation advice and assistance on a call-to-call basis- Completing correspondence requests according to client and/or tax agent- Active member of LEAD program involving assisting new employees as floor support during their consolidation period for both phone and correspondence work- Mentored new team members transitioning into the role within the businessACHIEVEMENTS- Received Datacom Superstar Award for June 2019- ATO compliment from a customer in July 2019 after providing assistance and tailored solution to the customer- 100% national quality assurance score- Received 2 Exceeds results for quality assurance for providing the best outcome for both ATO and customer

* Develop, coach and support a team of upwards of 30 individuals during Tax Time 2020 period to achieve quality results and meet productivity targets and ensure the team remains compliant on monthly governance requirements to align with ATO protocols* Act as a point of contact for a contingent workforce of 600 staff* Be a driving force for team engagement to ensure team members are inspired and engaged in the workplace and personal goals are aligned with that of the business* Provide escalation support to CSRs at customer requests* Identify and coach areas of potential efficiency and behavioural improvements* Review Quality Assurance performance and provide coaching and feedback where necessary to ensure the business is delivering requirements to clients efficiently and effectively* Analyse and evaluate data to identify trends and plan accordingly* Execute daily BAU and various ad-hoc tasks as required through effective prioritization* Conduct 1:1 meetings to support personal development into progressing within the business* Liaise with the BAU leadership team to coordinate harmonious workflow with the contingent workforce* Continuous stakeholder engagement to ensure smooth symbiosis within the business* Lead contact for the contingent workforce leadership team for coordination of seating* Liaise with workplace support and other departments to ensure wind down of Tax Time 2020 and offboarding processes are completed appropriatelyACHIEVEMENTS* Quality results improvement for my team over the course of 4 months from 78.9% to 90.8% which met service level agreement after virtual training pilot. This is reflected in national assessments for contingent workforce* Pulled data from multiple different sources and consolidated into one report to generate a performance measuring tool to assist with engagement and risk* Successfully developed multiple processes and procedures coordinating with direct reporting manager and implemented within the leadership team

* Manage a team of up to 15 individuals to meet business KPIs and team targets while remaining the team remains compliant* Continuous stakeholder engagement to ensure smooth symbiosis within the business* Provide coaching and development for team members to ensure the business is delivering requirements to clients efficiently and effectively* Analyse and evaluate data to identify trends and plan accordingly* Execute daily BAU and various ad-hoc tasks as required through effective prioritization* Completing monthly governance tasks to align with ATO protocols* Providing escalation support to CSRs when required* Actively participate in engagement activities to ensure team members are inspired and engaged in the workplace and personal goals are aligned with that of the business* Conduct one-on-one meetings with team members and promote growth within the business

* Take clients through one-on-one personal training and group sessions managing different personality types to suit their training* Build relationships with club members to achieve higher client portfolio* Consult clients and potential clients with positive lifestyle changes* Consistently undergo training courses to build on skills and knowledge* Conduct BioScore assessments* Manage duties required to run a small business including marketing, admin and bookkeeping tasks

Beauty makeupSpecial effectsFilm, TV, theatre

* Processing high level amounts of cash on a daily basis into data entry system* Packing and unpacking high level amounts of cash into and out of ATM cassettes* Co-ordination of different jobs within the dispatch department for incoming and outgoing consignments* High level attention to detail for jobs due to the sensitivity of handling cash belonging to clients

* Apply and perform cosmetic makeovers on clients* Provide exceptional customer service whilst performing makeovers* Achieve weekly and monthly sales target* Conduct cash and credit card/EFTPOS transactions

* Aid producers with schedules, shot lists, bookings and liaising with operators to manage timings* Assisted in production of shoots including managing crowds, catering, tend to cast and crew requests* Manage incoming and outgoing communications within the company and am the central point of contact for both clients and staff* Manage daily cash expenditures and reconciling funds for further process by accounts including processing purchase orders* Positive interactions with clientele on a daily basis and facilitate their experience in the office, providing exceptional client service* Control despatch and delivery of packages* Coordinate internal staff events including BBQs, staff Christmas party, client drinks* General office maintenance and management

* Manage incoming and outgoing communications within the company and was the central point of contact for both clients and staff* Assisted producers including scouting crew and locations for shoots, on set runner, preparing pre-production documents* Organised and managed unit kits including all forms and paperwork* Assisted directors in treatments and pitches including research* Interacted with clients on a daily basis and provided exceptional client service, adhering to all requirements presented* Maintained an office with a busy and fast paced environment* Control despatch and delivery of packages* General Ad-hoc duties as required (eg. Maintenance of bookings and checklists)

* Efficiently managed real time DVD dubbing* Assisted with ingesting and playouts* Provided assistance in management of client contacts and program database

* Provided exceptional customer service due to efficient management of multi-tasking* Reconciled cash at open of business and end of day* Handled cash and electronic payment for sales throughout the business day* Responsible for the management of new display system in the gaming department and trained staff on new procedures* High level of stock and market knowledge to enable sales increase for the department* Specialised in sales of gaming, cameras, personal audio devices

* Provided exceptional customer service to a high volume on a daily basis in a fast paced restaurant* Prepared food and meals from the kitchen* Undertook stocktake duties in down time* Trained in OH&S* Daily handling of both cash and electronic funds* Substituted in managerial role when staff were unavailable