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.
• 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.

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.
• 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.
• Developing a coaching framework to uplift skills within teams across the business, including management and direct reports.Achievements:

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.
• 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.
• 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.

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.

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