Leellen Christ Email & Phone Number

Adelaide, Sa, Au

Adelaide, South Australia, Australia

Dedicated professional with expertise in supporting injured workers and improving return-to-work outcomes through quality assurance, risk control reviews, and compliance enhancement. Skilled in conducting risk assessments, identifying process improvements, and evaluating services to ensure efficiency and effectiveness. Experienced in delivering actionable feedback and strategic recommendations to drive better outcomes for injured workers while aligning with organizational values.Achievements:▪︎ Enhanced service delivery by identifying and driving process improvements through asking why something is done, and proposing improvements.▪︎ Recognising existing Instructions are high level, and proposing recommending changing them, to ensure anyone can read and understand the task at hand. ▪︎ Strengthened compliance and quality standards through effective oversight and collaboration with Risk Owners, and maintained relationships to keep the conversation going. ▪︎ Delivered measurable improvements in operational performance and risk mitigation strategies through reporting from Tableau.

Adelaide, South Australia, Australia

* Detail-oriented and analytical individual* Crucial in maintaining and enhancing the quality of our customer service interactions, through review of data, insights and active listening to calls & reading interactions. * Monitor customer interactions through various channels (phone, email, chat) to assess adherence to quality standards and performance metrics. * Develop and implement quality assurance standards, procedures, and evaluation criteria. * Conduct regular call/interaction evaluations and provide constructive feedback to customer service representatives. * Analyze customer service data to identify trends, patterns, and areas for improvement. * Develop and deliver quality assurance training programs to enhance agent performance. * Collaborate with customer service management to implement process improvements and drive customer satisfaction. * Track and report on key performance indicators (KPIs) related to customer service quality. * Stay up-to-date on industry best practices and customer service trends. * Proficient in data analysis and reporting tools. * Ability to work independently and as part of a team. * Experience with customer relationship management (CRM) software. * Knowledge of quality assurance methodologies and tools. * Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

The role includes:- Identifying, capturing, containing and resolving escalations from SMB Executive leadership team, business channel partners, senior leadership, and the Telecommunications Industry Ombudsmen. - Analysis of trends for complaints- Working with stakeholders across the business to resolve and be an integral part of change.

Adelaide, Australia

- Managing senior leadership complaints - end to end.- Liaising directly with senior leadership directors, etc.- Networking with stakeholders to work together for a positive outcome, ensuring a stellar customer experience - every time.**This role is an ad-hoc role - as required, alongside my existing SMB Fleet role**

Adelaide, Australia

- Manage end to end complex interactions with small to medium businesses, extending up to Fleet customers with vast product holdings with a focus on retention and relationship building.- Empathise with these customers, taking into consideration their business needs, spend, tenure and experiences to help with retention and grow their business with Optus. - Liaise with Optus business channel partners to help drive their business and resolve customer queries in an efficient manner whilst building lasting relationships. - Work closely with Business relationship executives to help them manage their customer base with complex issues. - Ad hoc leader duties whilst team leaders are on leave or in meetings. - Management of team admin tasks - monitoring KPIs, Net Promoter Score, average handling time reports & analysis to senior leaders.- Proactively looking for projects and networking with other stakeholders and people in the business to help grow our business and brand. - Management of fishbowling when new teams were inducted.- Engagement activities to drive performance and morale within the centre and business as a whole.

Adelaide, Australia

- Answer incoming customer calls in a professional and efficient manner, whilst building the rapport to create lasting relationships which leave a positive impression on our customers to spread the Optus name. - Educate customers clearly on product range, contract terms, and resolve enquiries/complaints with first call resolution front of mind. - Successful upsell & retention of customers product holding by offering customised unique solutions and thinking outside the box, whilst keeping the business front of mind. - Accurate data entry of customer interactions into noting systems and sending confirmation of actions where required. - Receive and process orders on behalf of customers in an efficient and accurate manner, as well as providing order status updates. - Keep follow up commitments with customers and contact them when promised. - Other administration tasks. - Attend weekly meetings. - Attend all product-training sessions.- Comply with all company procedures and policies including OH&S. - Proactively contribute to the ongoing development of departmental processes and policies through proactively seeking projects to be part of.- Ad hoc escalations and customer resoltuion of these escalations end to end through networking with other stakeholders and partners. - Management of team admin tasks.- Management of fishbowling when new teams were inducted.- Engagement activities to drive performance and morale within the centre and business as a whole.

Adelaide, Australia

- Answer incoming customer calls in a professional and efficient manner with a sense of urgency whilst building rapport with customers tocreate lasting relationships which leave a positive impression on customers once leaving the call. - Educate customers clearly on product range, contract terms, and resolve enquiries/complaints with first call resolution front of mind. - Accurate data entry of customer interactions.- Receive and process orders on behalf of customers in an efficient and accurate manner, as well as providing order status updates. - Offer a variety of product related solutions to customers whilst identifying customer additional needs / opportunities to grow our business & retain our existing customer base & spread the word. - Keep follow up commitments with customers and contact them when promised. - Other administration tasks. - Attend weekly meetings. - Attend all product-training sessions.- Comply with all company procedures and policies including OH&S. - Proactively contribute to the ongoing development of departmental processes and policies.- Adhoc team leader duties whilst managers were on leave, in meetings, etc. - Management of team admin tasks - follow up, commitments, etc. - Management of fishbowling & training when new teams were inducted.

Adelaide, Australia

- Answer incoming customer calls in a professional and efficient manner. - Educate customers on Government regulations & resolve enquiries/complaints with first call resolution front of mind. - Accurate data entry of customer interactions.- Receive and process orders on behalf of customers in an efficient and accurate manner, as well as providing order status updates. - Build rapport with customers and create lasting relationships which leave a positive impression on customers once leaving the call. - Attend weekly meetings. - Attend all product-training sessions.- Comply with all company procedures and policies including OH&S. - Proactively contribute to the ongoing development of departmental processes and policies.

Eastwood, South Australia, Australia

- Escalations - Inbound customer service enquiries - Taking inbound calls and helping customers to recontract their pricing.- Management of team admin tasks.- Management of fishbowling when new teams were inducted.- Answer incoming customer calls in a professional and efficient manner. - Educate customers clearly on product range, contract terms, and resolve enquiries/complaints with first call resolution front of mind. - Offer a variety of product related solutions to clients. - Accurate data entry of customer interactions.- Receive and process orders on behalf of customers in an efficient and accurate manner, as well as providing order status updates. - Build rapport with customers and create lasting relationships which leave a positive impression on customers once leaving the call. - Identify customer needs/ opportunities to grow our business. - Keep follow up commitments with customers and contact them when promised. - Other administration tasks. - Attend weekly meetings. - Attend all product-training sessions.- Comply with all company procedures and policies including OH&S. - Proactively contribute to the ongoing development of departmental processes and policies.

Graphic Design, Graphic Design

Certificate in Graphic Design

Education record

Year 8 - Year 12

Diploma Of Quality Auditing, Business/Commerce, General

Business (Compliance), Business