Responsibilities- Managing resource allocation: monitoring call and email enquiry volumes. Allocating work to team members to meet KPI's and SLA's.- Identifying training gaps, scheduling and facilitating training sessions.- Employee engagement initiatives.- Process improvement. Developing and implementing processes and risk controls.- Recruitment: Interviewing, selection, and training of new consultants.- Ownership of complex and escalated enquiries.- Participation in cross-department working groups.Achievements- Maintained strong team KPI’s and engagement through the Covid pandemic while the entire team worked remotely. Team engagement scores of 85%- The creation and implementation of the ‘ON YA!’ reward and recognition scheme.- Established a cross-department working group.- Onboarded new starters and facilitated training. All new starters have consistently met 6 month (80% productivity) and 12 month (95% productivity) productivity and quality targets while some have become inspiring leaders within the team.- Organised annual volunteering events including days at Ceres Community Gardens and Earthwatch.- Establishment of distribution agreements with external providers.- Fostered and maintained contacts throughout AMP, enabling quick resolution of cross-team projects and enquiries.

As a part of the Client Registers team I was responsible for providing guidance and administrative support to AMP's national network of Financial Advisors.Responsibilities- Responding to enquiries from across the Australian financial advice network.- Complex remuneration investigations.- Risk identification and reporting.- Team KPI reporting.- Cross team engagementAchievements- Strong relationships built with high frequency stakeholders enabling proactive and tailored service. - Initiated face to face meetings with financial advisers, raising the profile of the team and our services.- Cross team engagement initiatives to help staff maintain up to date knowledge across the department’s functions.

I was initially hired at TTMC as a telemarketer, during which time I was the top seller on an American Express business development campaign for 3 consecutive months. I quickly assumed responsibilities including people management, training, client liaison and aspects of campaign management.As a Senior Marketing Executive I was involved in the setup and successful execution of IT marketing campaigns for Alcatel-Lucent Enterprise, Panasonic, Centerprise, and Uros. My role was to support 2 Senior Account Managers, both of whom taught me a great deal and furthered my desire to progress in the marketing industry.

My key roles at American Express were to provide travel and concierge services to the company’s premium card holders. Communicating by email and telephone with clients to organise everything from flights, tours, restaurants and accommodation to gifts and personal requests.

At Public Outreach I was responsible for contacting potential and existing NGO supporters regarding long term financial support. Other duties involved verifying donation documentation and data entry. My time at Public Outreach was limited by the nature of my working visa in Australia.

- Operational Systems AdministratorTasks involved interdepartmental billing, department HR duties including holiday entitlement and maintaining rotas.- Call Archive AdministratorI was responsible for maintaining the archive of recorded calls and retrieving calls for customer disputes. This also involved some project management.- Freesat Quality Assurance AdministratorIn this role I was responsible for the creation and implementation of quality assurance procedures requiring excellent accuracy and attention to detail. Also involved were communication between the Freesat and Q&V (Quality and Verification) departments, client liason, proof reading, chairing monthly meetings and producing reports based on campaign analysis.