Maddee Cuthbert Email & Phone Number

Boronia Heights, Qld, Au

Australia

At Flick my role and responsibilities have been built to the needs of the business and my branch. This means that it is looking different every day. A ‘day in the life’ of the Brisbane South Team Leader can cover a mix of any to all of the following items at varying degrees and urgencies. • Recruiting, Onboarding, Training and Upskilling team members.• KPI Reporting, Performance management and Appraisals for multiple branches (historically) or departments of the business. • Higher level Reporting, creating reports and tracking tools. Primarily utilising Microsoft Office and SharePoint to service, maintain and provide accurate and readily accessible information. • Skill development, Quality Assurance and Coaching.• Rewards and recognition, Incentive planning and management.• Sales and Customer Service: Calls, communication and escalations.• Localised Campaign Management.• National Project/Campaign Support.• Creating, Implementing and Updating policies/process/procedures.• Data Management, Research, Sales/data based Strategic Planning.• Facilitating and managing Inter/Cross departmental Communications. This list highlight’s the primary skills, and responsibilities of the role. However, this is not all I do as there are many minor duties and areas of growth and development that cannot be covered in a mere 2,000 words.

Gold Coast, Queensland, Australia

In this role, I was both a CCS and Social Media Representative for a contract in the Public Transport sector. For this, my role consisted of ensuring professional contact with customers both verbally and digitally. Providing accurate information and direction on how to use online services and journey planning for those using the service. Actively maintaining my skills to ensure that I was meeting all the required KPI's for each individual role. Handling customer complaints and resolving complications in a reasonable time frame. In my time with Probe I was also assisting in 'floor support' a role to assist other agents with handling inquiries and providing instruction on how to use the tools and equipment we had access to. I had also assisted in the creation and providing a development program provided to staff on how to handle calls with empathy.

Gold Coast, Queensland, Australia

Through my role in Sykes Aust. I am a part of their leadership program assisting in the training and support of new hires and as a “knowledge expert” across the floor to both new and tenured staff. Making informed decisions on banking procedure and assisting in escalated calls using the Sykes framework. I performed coaching/training sessions with direct improvement to agents KPI’s over short periods consistently. I also performed standard evaluations of calls for agents across alternative teams to ensure that process and conduct of calls where followed correctly. I also assisted in providing floor wide hourly/weekly/monthly KPI reports and Real-time data to assist in the tracking and progression of agents within my team and those under my regular coaching schedule. Through the leadership program I also got to manage team meetings with information on change of process and updated staff information.

Coffs Harbour, New South Wales, Australia

As a business Owner I was in control a responsible for all business decisions including ensuring all finance, tax and invoicing is correct and on time. Keeping track of stock, ordering and labeling. Wholesaling/contracting to cafes, insuring that the quality of the tea and service is always at its highest standards. Ensuring that my contact with suppliers is always kept constant and my orders are accurate. Researching and developing varieties and flavors of tea. Running of all advertising on social media (i.e.Facebook) Organizing and upkeep of the website and online sales. The coordination of the dispatch of all products.

Coffs Harbour, New South Wales, Australia

My role in this position was; first as a telephonist is to ensure that I have correctly communicated with the customer all booking information. As a Dispatcher the role includes; running shifts, organising breaks and dealing with handovers.

Coffs Harbour, Australia

As a sales assistant my duties included (but where not limited to);-Cash handling-running stalls/markets-traveling for work functions and events-setting up and packing down events and markets-promoting the company at food and beverage eventsAs a waitress and bar staff my duties included (but where not limited to);- Taking orders-food preparation-preparing drinks-mixing and making drinks-cash handling-open and close of the store-excellent customer service

Coffs Harbour Area, Australia & Gold Coast Area, Australia

In the Coffs Harbour store my duties included (but where not limited to);-FCO (Front Counter Operations)-Claims and returns-Dock work (early 2011)-Providing excellent customer service-Stock-take-Cash handling-assisting with the open and close of store-damaged and to-be-terminated goodsIn March 2013 I was Transferred to two of their Gold Coast Stores where my duties included (but again not limited to)-FCO (Front counter operations)-Providing outstanding customer service-Stock-take-Assisting with the open and close of store(s)

High School, 11-12

Activities and Societies: Extension English 1, Extension English 2, Extension History (Greek & Lebanese), Drama, and Music

High School, 11