Chosen as part of a team primarily focused on the internal operational performance of Sensis.The structure of the Continuous Improvement Team is designed in such a way as to provide updated structure and process that will ultimately allow all areas of the Sensis business to not only grow, but thrive. Development and maintenance of Operational Value Stream Map (VSM). The VSM is used to capture the input/output of each area of the business to measure efficiency and effectiveness.Liaise with Managers around the business to discuss team performance and solutions for team performance improvement.Other responsibilities included:-CI Operational Change Design & Delivery-Project & Workflow Management-Management of Allocate Areas of Assessment -Quality & Coaching

I was one of 6 selected individuals who were empowered to help deliver the new CRM platform (Salesforce) for Sensis within a tight timeframe and budget. The team comprises of Sales, Care & CMC. Worked closely with over 260 stakeholders across subjects as diverse as solution / process design, testing, continuous improvement.Presented the solution back to the wider business through various roadshows and ensuring that the business is engaged throughout the process.Developed training, delivery requirements for implementation and delivered training to over 600 sales staff nationally.Conduit between fulfillment and sales, care & CMC ensuring our processes align & engage stake holders to reduce query rates. Enabled the business to deliver a cost effective model for the future whilst providing a superior customer experience.

2IC of a group of 10 credit consultants delivering B2B solutions to Sensis customersMultifaceted role involving liaising with detractor customers to determine the root cause of their issues and problem solving to create a positive customer experience.Development and utilization of high end communication and remediation skillsMeeting a close rate of 8 per day with a positive return on a wide spread of productsMeeting the minimum talk time of 3 hours per dayLooking after customers’ needs before and after their service experienceLooking after dissatisfied customers and placing claims where necessaryAdministration work in Igen and making sure that all the billing details are correct