Michael Sampson Email & Phone Number

Sydney, New South Wales, Australia

Position title is Quality and Resolutions OfficerProvide exemplary complaint resolution and customer service for escalated complaints to ensure a fair and consistent approach. To work with the Membership Services Managers to ensure that systems support the co-ordination of complaints so that complaints are resolved at the earliest stage. Work closely with the operational teams to ensure effective communication is upheld with our customers through to resolution of their matter. Provide coaching and feedback to staff via call evaluations. Through dealing with escalations and call evaluations, identifying areas for process or staff improvements and implementing strategies to improve call quality and member experience

Sydney, New South Wales, Australia

• Provide high quality customer service• Provide accurate & appropriate advise options to internal and external customers• Effectively manage customer complaints and escalate where appropriate• High Level and current knowledge of THF products• Achievement of sales of THF products and services• High level knowledge of and adherence to THF policies and procedures• Responding to emails from members and providers

Sydney, New South Wales, Australia

*Inbound and outbound (call lists) communicating for order taking, back orders, out of stocks, pricing and promotions* temp role with flour mill

Sydney, New South Wales, Australia

• Manage and train the Customer Service team and Receptionists• Supervision and processing of consignment stock being returned from clinics and sales reps• Answering clients phone calls, emails and fax orders & enquiries

Hollard Financial Services – Sales Team Lead/ Manager– Choosi Brand (call centre)March 2012 – May 2013Reason for Leaving: Approx 15% of employment base was made Redundant AchievementsSuccessfully contracting 9140 members across a vast array of private health funds for the duration of my employment.Approx $55,000 in annual premiums sold per day, this equates to $16,940,000 in total sales over the duration of my tenure.Key ResponsibilitiesDriving revenue to achieve business goals.Direct management of a sales team of 10 agents.Establishment and management of team sales targets in line with the company requirements. Recruitment and performance management of sales team.Employee training, development and skills enhancement of team and broader workforce.Management of knowledge library on all products and processes.Quality control of all outgoing sales communication. Customer service and complaint resolution

Promoted to Team Leader June 2008, Previously Membership Services AgentReason for leaving: Career Progression to Hollard Financial ServicesAchievementsDevelop under developing teams to achieving set KPI’s.Act in a higher duties capacity as Call Centre Manager.Key ResponsibilitiesManagement of team call statistics. Customer service and complaint resolution. Ensure compliance with Government regulations relating to Private health Insurance industry.Coach, train and develop staff to ensure they are meeting set KPI’s and business objectives.Performance management of staff who are not meeting business/departmental requirements.Prepare, write & deliver annual staff Performance AppraisalsActing Call Centre manager when the Manager is on leaveProvide analysis on the whole call centers previous days performanceProvide weekly (and month to date analysis) for the call centerLiaise, address and respond to any complaints referred from PHIO (Private Health Insurance Ombudsman) Support the other 4 team leaders to ensure they achieve maximum resultsProduce weekly and monthly arrears/outbound team reports and determine action plans.Obtaining payments for members and establishing payment plans for members to allow them to stay financial.Proactively monitor “retention call lists” to maximize the retention index.

Goulburn Street Sydney

Vibe Hotel Goulbourn Street – Reservations AgentOctober 2004 – March 2006Reason for Leaving: Career progression into health insurance industryResponsibilities Liaise directly with travel agents, corporate bookers and agents, individual guests, media, celebrities and internal clients for accommodation requirements and information for the propertyActively sell available rooms to maximize revenueAdminister external websites to allow additional room sales i.e. www.lastminute.com.au, www.wotif.com.au, www.needitnow.com.au Complete registration & check out of guests, securing payment, issuing of access keys, settling accounts and balancing foliosProduce reports for the management team

Reason for Leaving: Career progression into onsite roleResponsibilitiesLiaise with travel agents and internal clients for accommodation requirements & information.Coordinate and confirm all reservations & group bookings for the properties.Action the group waitlist report. Ensure that all group deposits are followed up and received within the required time.Process and report on the daily call centre statistics.Produce end of month reports for management and yield team including materialization of groups.

Star City, Sydney

Coordinate and confirm all reservations and group bookings for the property.Ensure all following day arrivals are accurate for payment, travel agent paperwork, routing for charges both internal & external and cross check against guest profileAdminister external websites to allow additional room sales i.e. www.lastminute.com.au, www.wotif.com.au, www.needitnow.com.au Check booked rooms against availability & allotments to ensure the Hotel & Apartments are not overbooked on day of arrival.Produce and distribute call statistic report, channel codes report, Topline Profit reports.Assist with the training and development of new staff.Operate all communications systems ensuring that all customer calls, messages & paging service are delivered in a prompt and timely mannerAccurately direct calls to satellite call centers or management personnel where appropriateProvide communications services to internal and external callersProvide customers with available entertainment options and detailsConduct outbound calls to alert customers of special offers and promotions