Carla Townsend Email & Phone Number

Melbourne, Vic, Au

Australia

Melbourne, Australia

Melbourne, Australia

Predominantly this role involved leading and assisting in a various number of projects for growth and development of the company across Australia, New Zealand and offshore. The scope of work ranged from small expansions of current business through to the engagement and development of new business.Throughout this role, I continued to support the solutions space and assist in designing strategic and cost effective solutions for current and potential clients. This meant that I was at the front foot and was able to design the transition plan and approach whilst still in the solutioning phase.Skills Acquired: MS Project, MS Office, Service Delivery, Customer Satisfaction, Customer Experience, Business Operations, Project Management, Stakeholder Management, Risk Management, Business Process.

Involved solving complex business problems for clients from Australia, New Zealand and offshore that led to the development of business solutions, through to transitioning clients into our company. Predominantly this involved understanding client’s requests, strategically designing a solution that was innovative and ensured all aspects were identified, along with developing a supportive cost structure for the potential acquisitions.From a transition perspective, the main responsibilities included working alongside a Senior Project Manager and assisting with the maintenance and distribution of project plans, risk/action/issue logs, internal/client meeting minutes and the distribution of executive status packs to key stakeholders.Achievements: Permanently seconded into the role of Project Manager for Concentrix A/NZ in February 2016, due to my contributions and performance whilst performing a supporting function for the business.Skills Acquired: MS Project, MS Office, Service Delivery, Customer Satisfaction, Customer Experience, Business Operations, Project Management.

Responsible for effectively managing and coordinating a group of Customer Service Specialists in various lines of business. These included inbound calls, outbound campaign work, written and digital correspondence, social media, live chat, data entry, courtesy vehicle processing and case management related work.The core Team Leader functionalities that I performed during this role consisted of coaching, personal development planning, scheduling staff, monitoring adherence, quality assurance, process improvement, customer escalations, client engagement, but most importantly my role involved leading and managing the team with the highest integrity, in order to generate positive customer experiences and team morale.I was involved in the initial implementation of a knowledge management section specifically for the Digital and Social Media Team. This proved to be an innovative and effective way to manage the continuous spreadsheets, processes and guidelines that were forever evolving. This lead to much more effective handover processes and increased the efficiency of the entire team.Skills Acquired: Team Management, Leadership, Customer Experience, Customer Service, Effective Communication, Active Listening, Coaching.Education: Completed Team Leader Academy training through Concentrix, 2014-2015.Achievements: - Nominated for the Auscontact Team Leader of the Year Award in 2015- Nominated for the internal ‘Unsung Hero’ award in 2014.- Promoted into the role of Solution Architect & Transition Support in November 2015.

This role was responsible for providing second level support to customers with a various range of concerns and enquiries. These customer requests ranged from simple process related enquiries that could be resolved within a matter of hours, through to very complex problems that required daily support for a number of weeks until a resolution was eventually reached. This role assisted in the development of several skills, including effective time management, interpersonal communication, difficult conversations, active listening, problem solving and prioritisation.During this time, I was involved in a number of small initiatives including the initial launch of a rental program that required me to create and formalise processes, manage access requests and address and rectify any issues or concerns experienced by the team.Skills Acquired: Customer Experience, Customer Service, Effective Time Management, Interpersonal Communication, Problem Solving, Active Listening, Prioritisation, Difficult Conversations.Education: Completed Team Leader Training through IBM, 2013.Achievements: Promoted into the role of Digital & Social Media Team Leader in February 2014.