• Manage the day to day operations of the Mobile Customer Service team• Monitor the Mobile Customer Service team Facebook page as well as community group Facebook pages that team is a member of, on a daily basis• Attend to and resolve general enquiries, issues and complaints• Seek and scope new locations for team to attend• Conduct and maintain risk and site assessments for team sites• Building and maintaining effective lines of communication and working relationships with my team and with other Council teams, ensuring seamless service delivery • Creating and maintaining team and team site schedule• Monitor team member performance, providing coaching and conducting formal feedback reviews • Recruit and on-board new team members• Contribute to and lead continuous improvement projects to improve policies and procedures• Provide customer service and administration support, as required, across face to face, contact centre and back office teams• Write monthly team briefing reviews and attend monthly leadership meetings• WHS Customer Service team representative• Attend monthly WHS meetings

• Providing high level customer service, advice and support to Inner West Council customers via the contact centre, front counter and administrative functions• Establishing clients’ needs and offering appropriate solutions and / or alternatives to maximise satisfaction• Attending to and resolving general enquiries, issues and complaints• Maintaining client and account details via various electronic databases • Building, maintaining and enhancing effective lines of communication and working relationships with my team and with other Council teams • Contributing to continuous improvement ideas and recommending processes / procedures to improve efficiencies• Meeting and exceeding individual and team KPIs

• Provided high level customer service, advice and support to private and business clients on superannuation options• Educated clients about options for their retail or corporate superannuation accounts• Attended to and resolved general enquiries, issues and complaints• Maintained client and account details via various electronic databases • Established clients’ needs and recommended growth and retention opportunities• Upsold financial products and services to clients and passed leads onto other areas of the business• Contributed to continuous improvement ideas and recommended processes to improve efficiencies• Meeting and exceeding individual and team KPIs

• Managed the day to day operations of the Commercial Documents Preparation Team• Led a high performing team in the delivery of a seamless and superior customer experience for all stakeholders• Created and implemented continuous improvement strategies to streamline processes• Conducted regular audit checks on document quality and efficiency• Facilitated regular team meetings to evaluate performance and share ideas• Monitored team member performance, provided coaching and conducted formal feedback reviews • Coordinated and allocated daily team workflow activities to ensure optimal productivity• Resolved escalated operational challenges and customer complaints • Recruited and on-boarded new team members• Oversaw workplace health and safety and risk management strategies

• Managed the administration and servicing of workers compensation queries for a specialist insurance firm• Led a team of Call Centre Consultants in the delivery of exceptional customer service• Managed relationships with a range of internal and external stakeholders• Processed and submitted regulatory reporting to relevant workers compensation authorities • Performed regular audit checks to uphold high quality processes and procedures• Facilitated change management processes through regular communication and open and transparent activities• Improved efficiencies and cross-team interaction and support• Implemented and supported the transition to a paperless working environment increasing productivity and efficiency• Created and delivered best practice national telephone customer service training• Helped develop and successfully implement a new national workers compensation telephone call routing system

I worked at Elite Wine Logistics & Swisse. Temporary office admistration and customer service responsibilties.

• Managed the day to day operations of the National Administration and Pest Elimination General Enquiries Call Centre • Ensured a consistent and high quality customer experience for all internal and external customers• Managed the national customer portal (MyEcolab) ensuring all queries were resolved• Led the team through a change management process due to team restructure • Successfully onboarded the new team in Western Australia delivering policy, process and system training • Contributed to the introduction of a new ordering system which resulted in a quicker and more streamlined process• Implemented cross-skilling of the team enabling greater autonomy, job satisfaction and productivity • Performed recruitment, selection and onboarding of new team members

• Provided support and assistance to members of the public insurance company • Developed created and delivered internal and external training courses to educate members on a range of benefits • Compiled registration and member usage statistics and produced regular reports• Managed and maintained the company database with confidential member information• Consistently achieved KPIs around new member registrations and training participants

• Led a team in the provision of high level administrative support to the business• Oversaw workflow and allocated activities to ensure optimal productivity• Conducted performance management and coached and support team members in achieving their KPIs• Assisted in the establishment of a new offshore office by completing user acceptance testing and process reviews• Contributed to the update and re-design of administration training and the procedure manual

• Led a team of customer service officers in the provision of home loan advice and support to clients• Assessed, managed and distributed daily workflow amongst the team• Attended and contributed to regular management meetings• Consistently achieved above 80% benchmark productivity target• Created and introduced home loan verification file checklist

• Managed the operations of the NAB Shop establishing brand presence and awareness • Provided guidance and support to the customer service team to achieve financial and service KPIs• Managed the shop budget and performed daily cash reconciliations• Developed and implemented strategies to drive the growth of the branch• Helped set up a second NAB Shop in Queensland, providing ongoing training and support to staff