Marlo Abbott Email & Phone Number

Melbourne, Vic, Au

Melbourne, Australia

Answering enquiries through inbound calls and assist with processing assessments for clients to access subsidies from the Commonwealth Home Support Programme (CHSP) or Home Care Packages (HCP) for My Aged Care Client.

Box Hill

• Managed up to 16 people in key performance indicators of attendance, adherence, average handling time, quality and sales conversions.• Provided feedback and coaching to effective performance management framework.• Facilitated monthly team meetings, daily huddles and cross training to support customer service and sales specialist. (phone based)• Designed and implemented reward and recognition programs, improving centre culture, team and individual performance.• Managed customer complaints and escalations achieving optimal customer satisfaction and sales results.• Supported business operational strategies and centre of excellence through open book management.• Attended quality calibration sessions and provided individual coaching and feedback to quality framework.

Melbourne, Australia

Responding to enquiries and complaints from nbn Access Seekers and end-customers through inbound calls. Enquiries would typically revolve around telecommunication technologies such as modems, routers, and various networking technologies like ADSL, VDSL, GPON, DOCSIS, etc., as well as infrastructure concerns and disputes regarding field technicians.

Melbourne, Australia

My Role as a Facilitator/Trainer was to deliver a range of courses from inductions, product and systems, procedural training, cross training, remedial training and new product launches to a range of audience groups as well as some soft skill training. I conducted both face to face classroom delivery and virtual classroom sessions. I assisted with the development of courseware and learning resources utilising my instructional design skills to develop content to support learning activities. With an eye for innovation I was able to deliver blended learning solutions, deploying digital technologies in workshop sessions. My key skills and deliverables in this role were: • Relationship building with stakeholders to understand training requirements in order to deliver successful learning outcomes • Conduct seminars, workshops, individual training and coaching sessions • Complete all learning administration for attendance, observational records and learning reports• Conduct evaluations to identify areas of improvement for participants and monitor employee performance and response to training.• Off shore Train the Trainer and Accreditation programs to audiences in India and The Philippines. • Deliver all training to Best in class international standard and guidelines.

Melbourne, Australia

Provide excellence in Customer Experience, post-sale and pre-activation support to customers for home phone and internet products. My key responsibilities included:• Team Leader to 15 staff• First contact resolution• Sales order recovery and revenue protection• Exception handling and problem solving of orders with an issues • Quality listener and coach for best practice in customer experience• Member of cultural transformation project for organisational transition and change• Liaising with Network Engineers, Optus Technicians and TIO for disputes and higher level complaints and resolutions.

Adelaide, Australia

The Technical Support and General Enquiries and Billing Teams formed part of the Consumer division, my role handled fault management and general billing enquiries for residential and small medium business for home phone and internet products. Key achievement and responsibilities included:• Received the National Reward and Recognition Winner 2003 for outstanding contribution.• Team Leader to 15 staff with a focus on first contact resolution and customer experience.• Restored over 1 million internet connections and network faults. Resolved over 1 million complex billing esquires• Documented and maintained customer account information.• Motivated staff and improved engagement through employee social programs CART and VIBE.

Post Graduate In Adult Vocational Education, Education, Distinction Average

CSU's Master of Adult and Vocational Education meets the needs of people with professional vocational qualifications who are seeking.

Certificate Of Education, Integration Aide, Cert Iii

As a well-recognised program in both government and non-government schools, this course helped to develop my understanding about children.

Certificate Iv, Workplace Training And Assessment

The Certificate IV in Training and Assessment (TAE40110) is ideal for anyone who is either a new or existing facilitator, delivering staff.

Bachelor Of Commerce - Commerce, Marketing And Human Resource Managment, Distinction Average