Mariska Cargen Email & Phone Number

Sydney, New South Wales, Australia

Sydney, Australia

My primary focus in this role is optimising the customer experience and service delivery for the Workers Compensation Claims for icare NSW. Key responsibilities include:● Developing and project managing a customer experience framework focused on Net Promoter Score across multiple sites. The framework spans all elements of the employee lifecycle, as well as operational reporting and routines to ensure embedment.● Proactively conducting data analysis to identify trends, and developing actionable insights to address these and improve results.● Delivering and embedding customer focused routines in to BAU.● Collaborating to consistently improve processes, and providing support and structure to plan, coordinate and embed change, including preparing reports and communications.● Liaising with and engaging leadership teams to maintain a focus on customer experience and provide consistent messaging around customer needs.● Developing and maintaining solid partnerships with key stakeholders through regular communication, managing expectations and delivering optimal outcomes. ● Developing and facilitating customer training and onboarding material.● Creation of reports and tools, enabling teams to drive improvement directly and create visibility and accountability.Achievements:● Significantly improving NPS scores for Suncorp/GIO as a result of developing and implementing a successful customer experience program for NSW Managed Funds. Elements of the program have been shared across other areas of the business as best practice.● Provided strategic insights into customer pain points in support of GIO’s strategic objectives, by developing a customer journey map and adopting a human centred design approach to develop key customer initiatives.● Played a key role in ensuring consistency in service delivery, by designing a conversation model which is used on all customer calls to address key pain points. This successful model, has since been shared across the organisation.

Sydney, Australia

My primary focus was optimising the Customer Experience and Coaching capability across RBI Operations including providing direction, support, development and enhancement of processes and service. I also managed the Operational Development Team at various times, and was nominated for performance in a role in Q1 of FY 16/17. Key responsibilities included:● Managing and mentoring a high performing cross-functional team to deliver outstanding results.● Analysis and reporting of insights from Customer Advocacy ratings to Senior Management, including various touch points in the Sales and Service process.● Proactively identifying areas for improvement in customer service levels and advocacy ratings (Sydney and Melbourne), and presented recommendations to Senior Management.● Facilitating processes to identify, prioritise and plan initiatives for improvements in collaboration with stakeholders across all areas of the business. This included identifying and validating the benefits of new customer service initiatives, assessing associated costs and requirements for new materials, and training and coaching staff.● Developing a coaching framework to uplift skills within teams across the business, including management and direct reports.Achievements:● I received exposure to the Senior Management team as part of management role, and was commended for successful leadership and management. I also progressed from a contract to a full time role, and accepted additional responsibility including capability development.

South Africa: Johannesburg

Reporting to the Head of HR, I was head hunted to this role by the HR Executive with the primary focus of developing and implementing the HR Business Partnering model. Aligned to business strategy, the model added significant value and actively improved levels of service and delivery across the organisation. Key responsibilities included:● Implementing process improvements and designing practices and/or policies and highlighting these, along with the benefits of the model to managers and employees● Managed and mentored a team of 4 HR Consultants, including coaching and development, to deliver outstanding service across the organisation.● Oversee service delivery, compliance and project management across all aspects of HR for more than 750 employees including recruitment, employee relations, performance management, organisational development, reporting, employee wellness and engagement.● Developed operational plans to support business and HR strategies, along with budgeting and cost management.Achievements:● I was nominated for a CEO Award for project managing a successful HR project to migrate all employee records to an electronic solution to improve efficiency and ensure legal compliance. Throughout this project I successfully liaised with multiple internal teams (IT, HR and Legal), as well as external providers.● Successfully managed the full HR value chain, supported by 4 HR consultants, to more than 750 employees, while delivering outstanding service, enforcing compliance, and managing the budget and associated costs.

South Africa: Johannesburg

Managing the full generalist function of HR Operations within a key region of business comprising of 500 employees. With the assistance of 2 HR Consultants, I was responsible for the administration of internal policies, procedures and programmes of the organisation by building partnerships with internal clients and delivering recruitment, training, employee engagement, succession planning and labour relations in accordance with clients needs.

Design Thinking For Innovation

Cx Strategy And Design

Certificate, Brain Based Coaching

Skills Improvement Learning

Bachelor Of Arts (B.A.), Applied Health Sciences And Social Services

Undergraduate Degree

Diploma, Human Resource Management

Tertiary Education

Certificate, Public Relations

Tertiary Education