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.• Created a performance minded environment where employees strive for excellence.• Ensured ongoing capability development of the department to meet future needs and integrated service delivery strategy.• Acted as a role model aligned with company values, providing direction, support, and coaching to Team Leaders.• Monitored quality assurance & compliance metrics.• Built and maintained strong relationships with internal and external stakeholders.• Oversaw contact centre transformation leading to increased sales and reduction clinical diary vacancies.• Over saw click to chat, outbound, inbound and email customer communications across Australia and New Zealand.

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