Acquisition of Link Group by MUFG in May 2024

Key Responsibilities Responsible for monitoring phone and email interactions of Customer Service, Collections and Kinto (car rental) agents, producing monthly reports highlighting key insights and results, identify opportunities for procedural improvement through QA observations. Other responsibilities included adherence to all relevant risk and compliance obligations, working closely with the Training and Development team to ensure QA findings are included in induction and refresher training, monthly attestation of required documents for Risk and Compliance team. Key Achievements • Review QA performance metrics on a regular basis to make recommendations for changes and improvements.• Provide regular support and insights to People Performance Managers to assist with coaching of their teams.• Complete monthly Quality Reviews and Calibration sessions with external partners.• Complete QA evaluations to the standard expected to ensure that team members are skilled and prepared to be able to assist our guests.

Key Responsibilities Responsible for monitoring calls of Health Insurance Services & Sales contact centres, producing reports highlighting key insights and results, recording outcomes of assessments, and providing constructive feedback to individuals and Team Leaders. Other responsibilities included adherence to all relevant risk and compliance obligations, actively participating and assisting in the development of the Quality Assurance strategy and projects and driving operational excellence through process improvement. Key Achievements • Provided monthly coaching sessions to call centre agents to help improve their quality of work.• Identified and documented risks and issues within processes that inhibited the performance of agents and negatively impacted the customer experience. • Partner and collaborate across functions to deliver on key strategic initiatives and drive customer obsession.• Participate in/Manage as appropriate the identification, assessment, treatment, and reporting of risks.• Maintain and lift quality standards through assessment of call centre agent interactions with Australian Unity PHI members.

Assisting Council in: · Prioritising actions from Moving Melton, Council’s Integrated Transport Strategy, to address congestion and reduce reliance on private motor vehicles.· Formulating advocacy campaigns to secure funding from the State and Federal Governments to improve the transport system in the City of Melton.· Creating community based advocacy campaigns to the State and Federal Governments.

Responsible for providing support to the Premium New Connections business development and department managers, auditing of on and offshore agents, escalating new connections to network distributors, identifying improvement opportunities within business processes to achieve maximum customer satisfaction. Other responsibilities included managing customer relationships, account investigations and liaising with internal and external stakeholders.

Responsible for providing Agent performance reporting across key business initiatives by monitoringcalls and ensuring regulatory and company compliance requirements are maintained. Otherresponsibilities included identifying areas for improvement, providing feedback to management onagent performance and identifying security breaches on accounts.

Responsible for liaising with internal and external customers in relation to gas and/or electricityinstallations at new home builds throughout Australia. Additional responsibilities included data entry,providing telephone and email support to customers as well as assisting third party aggregators.

Responsible for supervision of staff, accounts receivable and payable, daily cash control and data entry.Other responsibilities included merchandising, stock control and providing customer service.

Responsible for training new staff, client relationship management, stock management and merchandising.

Responsibilities included time management, client replationship mangement, implementing store plans and negotiating shelf space.