Matthew Flanagan Email & Phone Number

Melbourne, Victoria, Australia

• Managed contact centres in Australia and New Zealand, overseeing daily operations and strategic planning.
• Delivered best Average Speed to Answer (ASA) with available resources, ensuring high First Call Resolution rates.
• Drove customer NPS outcomes by fostering a customer-centric approach and leveraging technology.
• Worked closely with local and global stakeholders to ensure seamless implementation of systems, initiatives, products, and process changes.
• Actively managed Full-Time Equivalent (FTE) to meet Standard Operating Procedure (SOP) requirements.
• Ensured accurate Profit & Loss management.

Melbourne, Australia

• Oversee incoming call flow to ensure calls are actioned in a timely manner.
• Performing quality assurance checks of team members inbound calls.
• Providing coaching, mentoring and feedback to team members to assist in achieving their targets.
• Handling inbound calls as required and manage customer escalations to achieve positive outcomes.

• Investigate, acknowledge and respond to member complaints sent by members and escalated by the call centre within legislated time frames.
• Work alongside the Service Operations Team to provide feedback from member investigations with a focus on continuous improvement.
• Provide feedback to the Operations Team regarding Fund Administration Team to ensure service agreements are adhered to at all times.

• Oversee incoming call flow to ensure calls are actioned in a timely manner.
• Performing quality assurance checks of team members inbound calls.
• Providing coaching, mentoring and feedback to team members to assist in achieving their targets.
• Handling inbound calls as required and manage customer escalations to achieve positive outcomes

• Identify members at risk of moving funds through active profiling and questioning with an aim of member retention.
• Handle escalations from contact centre consultants who have identified members looking to rollout.
• Make outbound calls on behalf of the Retention Team to members within 48 hours.
• Work toward achieving weekly individual and team KPI’s.

• Handle incoming enquiries from employees and members about Hostplus products and services.
• Assist members in maximizing their benefits
• Providing education to members and employers about Hostplus products and services.
• Work toward achieving daily individual and team KPIs

• Provide great customer service across a range of banking products and services
• Tailor customer conversations to achieve customer satisfaction and uphold first call resolution
• Identify opportunities and refer customers to specialist to support the achievement of their financial goals
• Provide support to customers by assisting them to setup telephone, internet or sms banking options.
• Contribute to the achievement of team goals through performing consistently to a high standard

Vce Program

Rg-146 Superannuation