Melanie Ejiofor Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

As the Customer Hub Manager for Woolworths Supermarkets and Everyday Rewards, I lead a large team in a dynamic, fast-paced environment, ensuring exceptional service delivery and high performance. My role involves driving operational excellence through effective change management and leadership while mentoring and coaching our contact centre leadership team. I actively identify opportunities to enhance process efficiency and implement continuous improvement initiatives. Utilising my analytical skills, I monitor contact centre trends and forecast volume, staffing, budgets and working with the business on continuous improvement /driving change for our customer experiences based on customer sentiment. I’m proud to have contributed to our recognition as the CSIA Large Contact Centre of the Year for three consecutive years, and I remain dedicated to maintaining our award-winning standard of customer service.

Surry Hills

As the Customer Hub Manager for BIG W, I lead a team of up to 100 employees in a fast-paced environment, committed to delivering exceptional results for our customers and the business. My focus is on driving a positive team culture and seamlessly integrating the contact centre into the broader Woolworths Customer Hub.Key Responsibilities:Cultivate a positive team culture that fosters collaboration and engagementEnsure the team is equipped with comprehensive training to excel in customer serviceRecruit top talent with the right skill sets to enhance our service deliveryLead change initiatives that support continuous improvement based on customer feedback and insightsAnalyze contact centre data and trends to inform strategy and enhance performanceEffectively forecast volume, staffing, and budget needs to optimize operationsOversee real-time administration and monitoring to maintain service excellenceProudly, our team has been recognized as the CSIA Contact Centre of the Year for three consecutive years (2021–2023), reflecting our commitment to continuous improvement and exceptional customer experiences.

Mascot, New South Wales, Australia

In my role as a Wellbeing and Engagement Specialist, my key focus was on enhancing team engagement and wellbeing across multiple sites and remote work environments for over 1000 team members.Key Focus Areas:Team Engagement Activities: Develop, execute, and drive initiatives to boost team morale and participation.Promotion and Awareness: Market activities throughout the Customer Hub to generate interest and engagement.Stakeholder Partnership: Collaborate with stakeholders and team members to align engagement efforts with business goals.Engagement Opportunities: Work with leaders to identify and enhance team engagement.Program Development: Create initiatives to address potential engagement issues across the Hub.Voice of Team: Establish feedback mechanisms for continuous improvement.Event Calendar Management: Maintain a calendar of operational, engagement, and wellbeing events.Cultural Connection: Develop campaigns that connect with Woolies X and Woolworths Group Values.Community Involvement: Organise community days and lead fundraising efforts.Wellbeing Initiatives: Implement programs aimed at improving employee wellbeing and satisfaction, such as the "Happy & Healthy Program."Policy Awareness: Promote understanding of policies and procedures through ongoing awareness campaigns and discussions.Through these initiatives, I strive to foster a positive and engaged workplace culture while driving overall employee satisfaction and wellbeing.

Mascot, New South Wales, Australia

Mentorship and Guidance: Fostered team member development to help them meet their objectives.Mission Alignment: Promoted understanding of the company’s mission and goals, mentoring employees to achieve alignment.Relationship Building: Established open and professional relationships to quickly resolve issues and conflicts.Quality Assurance: Provided constructive feedback to enhance quality and service delivery.Customer Service Coaching: Trained team members in customer service techniques, encouraging them to reach set goals.Training and Development: Conducted training sessions to boost productivity, accuracy, and a commitment to friendly service.Team Building Activities: Created and facilitated activities that fostered teamwork and positive change.Innovative Learning: Introduced engaging games and new learning methods to enhance team meetings and one-on-ones, promoting skill development.Through these initiatives, I aimed to create a supportive environment that empowered team members and enhanced overall service quality.

Mascot, New South Wales, Australia

Surry Hills, New South Wales, Australia

- Managing real-time behaviors such as adherence and occupancy- Motivate and inspire team members by creating an environment that promotes positive communication and encourages proactive team work- Managing team rosters- One on One development and coaching - Managing customer escalations - Running daily team huddles and team updates - Providing effective and transparent communication to all team members - Manage and support team members in line with Policies and Procedures, including supervision, absence management, disciplinary and grievance issues. - Work alongside quality assurance teams to ensure proactive feedback and support is being provided to team members- Team engagement and result-driven initiatives

Pyrmont, New South Wales, Australia

- Providing exceptional customer service by assisting customers in purchasing the perfect experiences as a gift rather than ‘things’. - Helping customers purchase a memory which they’ll always associate with the brand "Red Balloon"- Providing surprise and delight when appropriate- Exceeding Sales KPI's - Reaching Productivity KPI's - Assisting marketing and product teams in new tourism brochures and projects - Providing call centre insights on quality assurance and call centre operations

Bondi

- Strong focus on our people, culture and working environment- Engage, retain & lead up to 30 team members and ensuring the provision of high-quality customer service and achieving team & business goals- Lead and innovate team members through a complete system change- Foster a dynamic Sales Culture through coaching and training- Work end to end as one team- Coaching and developing team members- Performance Management - Career development plans - One on One development - Conduct New Hire Training - Quality Assurance - Call Calibrations- Phone screening - Conducting Team Meetings and relevant updates- Team member engagement

Bondi Junction

- System expert: Calypso and Amadeus- System training on all updates and changes- Conduct 4-week new hire training - Brochure training - Liaising with team leaders and managers for areas of opportunity - Analysis of business errors and areas of opportunity for system training - Marking probation assessments- Conduct assessment feedback - One on one coaching for technical development - Developing and improving processes- Escalations - Conducting technical huddles

- Wholesale call centre customer service- Providing product knowledge and destination knowledge to travel agents- Meeting monthly KPI's/sales targets- Upselling,cross-selling and recommending relevant services and products- Running social club events- Liaising with airlines, hotels and tour companies to provide a personalised holiday experience

Certificate Iv In Frontline Management, Frontline Management

Develop teams and individuals Show leadership in workplace Implement operational plan Implement continuous improvement undertake project.

Excel 2010 Introduction, Excel

Essentials Of Leadership

Team motivation and innovation Effective delegation Dealing with priorities Understanding the big picture Creating a team vision Dealing.

Certificate Iii Customer Contact, Customer Contact

Communication ◾listening and questioning to identify customer needs ◾using appropriate tone and language ◾writing customer notes, emails.

Manager As Coach

•Understand the nature and benefits of coaching in the workplace •Prepare an appropriate environment for coaching and mentoring •Develop.

Diploma In Tourism