Marty Bourke Email & Phone Number

North Mackay, Qld, Au

Helping people find the avenues of support to get back on their feet again.

Melbourne, Australia

Melbourne, Australia

Current role: Team Leader – Holden, - Mentor team members and assist with meeting goals, optimized call handling time and productivity, met and exceeded key performance indicators and quality metrics, engaged in call monitoring and extensive coaching, handled escalations, data analysis; conducted in-depth research and analysis and worked alongside reception, other team leaders, clients, and operations management to enhance productivity and customer experience.Previous role: Acting Operations Manager / Team Leader – Energy Australia & Telstra Customer Relations Group - Provide extensive reporting and analysis, report trends and solutions, develop business improvement recommendations, lead and mentor team leaders and operations support teams, manage relationships with clients, and facilitate all communications between clients, team leaders, and agents while ensuring workers have the support and tools needed to meet key performance indicators.Key Achievements - Administrating training for Legacy/Questus case managers- Lead coach for Telstra’s GEM framework- Developed a Net Promoter Score reporting system to provide extensive material for team leaders to undertake quality coaching discussions- Implemented a dialer system for Resolved Pending Closure calls to remove a backlog of over 17,000 complaints and allow team leaders to measure agent productivity- Introduced a mail merge system which significantly reduced the number of complaints in the case of out of contact customers- Established a real-time complaints monitoring method which significantly reduced the number of premature closure cases and provided instant coaching opportunities and recommendations for business and process improvement- Oversaw internal audits and fraud investigations.

Various - Melbourne

Trained, led, and managed staff, forecasted and met budgets and sales targets, implemented floor plans, ordered stock, planned rosters, completed invoicing, and managed relationships with area managers and sales representatives. Periodical duties at other stores included supervising new staff, store development and refurbishment, and organising openings

Burwood, Melbourne

Reviewed customer accounts and offered solutions to better suit their needs, inbound and outbound sales, and general customer service. Other periodic duties included call and sales coaching, skills assessment coaching, and backfilling team leader positions.

Bachelor'S Degree, Business - Tourism Management

Diploma Of Tourism Management, E-Commerce & Event Management