Lorraine Patterson Email & Phone Number

Melbourne

Responsible to deliver class-leading, quality orientated, IT customer service to help drive customer loyalty, satisfaction support and solutions to Pharmacy Alliance Members and Internal customers through:· The management of daily operational requirements of the Members, ensuring the timely resolution of escalated issues;· The provision of performance analytics and reporting of all support requests received and managed by the Contact Centre;· The continued delivery of process… Show more Responsible to deliver class-leading, quality orientated, IT customer service to help drive customer loyalty, satisfaction support and solutions to Pharmacy Alliance Members and Internal customers through:· The management of daily operational requirements of the Members, ensuring the timely resolution of escalated issues;· The provision of performance analytics and reporting of all support requests received and managed by the Contact Centre;· The continued delivery of process improvements aimed to improve the efficiency and support of the membership;· Strong and effective leadership within the group. Show less

222 Exhibition Street, Melbourne

Manage and lead a group of 50 business professionals to deliver:- highly valued information and advice across a range of Workcover and OH& S issues;- qualified, accurate and well informed decisions made by back office team regarding licensing applications; aligned to associated Acts and Regulations, while accessing all the associated risks.Achievements:· Successfully developed a Multi-skilled platform to gain greater use of human resources available while providing improved… Show more Manage and lead a group of 50 business professionals to deliver:- highly valued information and advice across a range of Workcover and OH& S issues;- qualified, accurate and well informed decisions made by back office team regarding licensing applications; aligned to associated Acts and Regulations, while accessing all the associated risks.Achievements:· Successfully developed a Multi-skilled platform to gain greater use of human resources available while providing improved development opportunities within the team- (GOS targets consistently exceeded with no loss of quality);· Development of a Client Interaction Strategy to support the implementation of Skills Based Routing and Knowledge base management;· Enhanced IVR to support Skills Based Routing;· Development of integrated Daily, Monthly and YTD Performance reporting;· Development of revised Quality Assessment tools, Standards and Performance reporting;· Developed Business Case, undertook successful tender to successfully select and implement a new Telephony Platform ( ININ – CIC);· Set and managed annual budgets and performance contracts with external providers in excess of $7m.· Development and Implementation of performance standards and associated KPI’s;· Successful implementation of Call Recording; and associated implementation guidelines;· Developed and guided business relationships with key business areas, both internal and external;· Developed non English speaking information IVR for 11 non English languages.· Greater focus on delivery of accurate Licensing decisions within agreed timeframes;· Streamlined and documented Licensing processes and developed solid relationships with key areas of the business who provide technical recommendations.· Developed the on-line vision for future Licensing processing and lead project team to: Determine viability through process mapping the current Licensing processes from the current Mainframe system to MS Dynamics CRM. (ongoing) Show less

222 Exhibition Street, Melbourne

Responsible to achieve identified customer service standards through the application of appropriate contact centre technologies, effective management and coordination of human resources to enhance the public and political perception of WorkSafe.Achievements:· Developed and communicated a clear set of client service standards within the Advisory Service team with an appropriate plan in order to achieve. These targets were achieved within the first three months of the plan implementation.… Show more Responsible to achieve identified customer service standards through the application of appropriate contact centre technologies, effective management and coordination of human resources to enhance the public and political perception of WorkSafe.Achievements:· Developed and communicated a clear set of client service standards within the Advisory Service team with an appropriate plan in order to achieve. These targets were achieved within the first three months of the plan implementation. Timely attention of all current staffing and performance issues with corresponding action plans;· Designed and developed appropriate daily and monthly performance reports for distribution throughout all management levels of the Authority;· Introduced and communicated to all Advisory staff best practice processes for use of call routing technology (QMaster);· Long Term forecasting model and applicable monthly/daily staffing requirements developed for both teams within Advisory Service. Show less

Melbourne, Australia

SENIOR BUSINESS ANALYST (CONTACT CENTRE PROJECT) | ANZ BANKING GROUP | AUGUST 2001 TO DECEMBER 2002Responsible to identify and implement appropriate changes to internal procedures to ensure a significant improvement in the overall customer service.Achievements:· Led staff focus groups to identify current customer procedures for 11 service processes and identified over 100 “quick Win” changes to procedures that would have an immediate effect on customer satisfaction;· Designed… Show more SENIOR BUSINESS ANALYST (CONTACT CENTRE PROJECT) | ANZ BANKING GROUP | AUGUST 2001 TO DECEMBER 2002Responsible to identify and implement appropriate changes to internal procedures to ensure a significant improvement in the overall customer service.Achievements:· Led staff focus groups to identify current customer procedures for 11 service processes and identified over 100 “quick Win” changes to procedures that would have an immediate effect on customer satisfaction;· Designed and documented “Best Practice” procedures for 11 identified customer services processes;· Developed and implemented several business initiatives aimed at improving the customer experience. These included: Developed the processes and trained over 300 staff in 2 locations, in the concepts of “Express Service”. Within the first 2 months, 60% of targeted customers were self-identifying and being provided with priority service; Developed the processes, analysis models and implemented a pilot with 8 team members to identify the benefits associated with the rollout of a “Customer Care” program on behalf of rural branches. Show less

Melbourne, Australia

CALL AND RESOURCE PLANNING/PROJECT MANAGER | ANZ BANKING GROUP | OCTOBER 1999 TO AUGUST 2001Responsible to implement and manage appropriate call and resource management tools and principles into the Internet Banking group to ensure efficient and effective utilization of resources to meet business service targets within a 24x7 environment.Achievements:· Developed and implemented an 18 month long term call and FTE forecast model together with staff agreement on scheduling and… Show more CALL AND RESOURCE PLANNING/PROJECT MANAGER | ANZ BANKING GROUP | OCTOBER 1999 TO AUGUST 2001Responsible to implement and manage appropriate call and resource management tools and principles into the Internet Banking group to ensure efficient and effective utilization of resources to meet business service targets within a 24x7 environment.Achievements:· Developed and implemented an 18 month long term call and FTE forecast model together with staff agreement on scheduling and performance monitoring concepts, resulted in: Call volumes consistently within +/-5% of forecast Customer Service targets met within 2 months with 5% less staff; Improved staff productivity by 15%.· Identified, designed and implemented process efficiencies resulting in: Customer email response times reduced from 3 days to 24 hours; Staff work time per mail item reduced from 15 minutes to 4 minutes.· Implementation of Service Level agreements between the Call centre and its supporting business units resulting in: System availability consistently at 99% 2 weeks notice and associated staff training for all system releases, resulting in improved customer service. Show less

Melbourne, Australia

Responsible in assisting Call Centre Managers in the development and implementation of appropriate call and resource management principles in order to realize performance efficiencies.Achievements:· Identified, justified and implemented a replacement Workforce management system ensuring the call centre could continue to meet resource efficiency and service targets with a fully supported system.· Designed and managed the development and implemented a “Schedule Adherence” monitoring… Show more Responsible in assisting Call Centre Managers in the development and implementation of appropriate call and resource management principles in order to realize performance efficiencies.Achievements:· Identified, justified and implemented a replacement Workforce management system ensuring the call centre could continue to meet resource efficiency and service targets with a fully supported system.· Designed and managed the development and implemented a “Schedule Adherence” monitoring system which resulted in staff performance improvements of 10%. Show less

Melbourne, Australia

CALL AND RESOURCE PLANNING MANAGER | ANZ BANKING GROUP | MAY 1997 TO APRIL 1998Responsible to develop and lead a new call and resource management team in the implementation of core Call and Resource Planning and Management principles in order to realize performance efficiencies.Achievements:· Developed and implemented an 18 month long term call and FTE forecast model together with staff agreement on scheduling and performance monitoring concepts, resulted in: Call volumes… Show more CALL AND RESOURCE PLANNING MANAGER | ANZ BANKING GROUP | MAY 1997 TO APRIL 1998Responsible to develop and lead a new call and resource management team in the implementation of core Call and Resource Planning and Management principles in order to realize performance efficiencies.Achievements:· Developed and implemented an 18 month long term call and FTE forecast model together with staff agreement on scheduling and performance monitoring concepts, resulted in: Call volumes consistently within +/-5% of forecast; Customer Service targets met within 3 months with 7% less staff; Improved staff productivity by 20%; Achieved a staff satisfaction rating of 83% with the implementation of schedule rotation and preference systems. · Four new call and resource management staff educated on the principles of call and resource management within 3 months of the new team commencing, resulting in the successful rollout of these principles into viable and effective practices of resource management;· Daily MIS and Performance reporting implemented resulting in the production of accurate information for KRA and staff communication purposes;· Service level agreements signed within internal service providers resulting in less than 2% downtime of core systems during service hours. Show less