Nik Kingsman Email & Phone Number

Melbourne & Gold Coast

- Designing and configuring a fit-for-purpose community structure and selecting appropriate interaction styles and features using Lithium / Khoros Community.- Defining community roles and responsibilities and creating a comprehensive set of community guidelines and policies- Working with Marketing to increase usage and membership and expanding the.

North Melbourne

• Core Roles:
• Social Media
• Web Development
• Community ManagerResponsibilities:
• Monitoring company brand and customer feedback via social media, websites, blogs and forums using such tools as Radian6, Buzzwords & social media monitoring tools and escalating any online issues to Senior Management.
• Provide advice on online applications and platforms relevant to the Home.

Victoria, Australia

• Responsibilities/Achievements:
• Social Networking R&D
• Responsible for building, maintaining, monitoring and optimising social networking accounts
• Create and share engaging content while adhering to brand management
• Develop and maintain company websites
• Purchase, renewal and administration of domain names.

North Melbourne

• Responsibilities/Achievements:
• Call Centre Training
• Monitoring and Development
• Rostering to adherence of roster
• Customer Complaint handling via phone and written communications
• Microchip event management and support

Robina, Queensland

• Responsibilities/Achievements:
• Develop and Maintain Mobile and Internet Intranet.
• Help CSS’ achieve current KPI’s by supporting the Service Essentials standard and reduce error rates by either rostered or real-time Coaching and Development sessions.
• Provide support for new employee’s while gaining skills from in-house training.
• Call Buddying with CSS’ and providing positive feedback on observations.
• Facilitating Briefing sessions and Team Meetings.

Robina, Queensland

• Responsibilities/Achievements:
• Maintain the integrity of data within the various management information systems as per Card Requests submitted on a daily basis from all business units, Databases include: Shift Track, Centre Vu, Terronova, Lotus.
• Identify trends and highlight opportunities for maximising the call centres performance and productivity, whilst maintaining documents relating to the IVR: such as Visio IVR Work Flows Future and Current.
• Provide input into planning activities such as call routing and overflow, staff skill allocation and staff access through IVR, CMS and PABX.
• To collate, analyse, automate and maintain data collection from the call centre’s systems including PABX, CMS, IVR, and Forecasting and Scheduling software.
• To assist the Resource Planning Reporting Analyst with Changes made to the IVR, PABX, call routing and Skill allocation for all business areas.

Robina, Queensland

• Responsibilities/Achievements:
• High level Customer Service for over 37,000 customers.
• Internet Troubleshooting.
• Internet Billing.
• Sales and Retention.
• T-mail and Interactive Pay-TV Services.

Stradbroke Island, Queensland

• Responsibilities/Achievements:
• Answering incoming and outgoing calls.
• Administration calls & transferring of internal and external calls.
• Sending and receiving Faxes and Emails.
• General office duties which include typing.
• Computer work -Microsoft Word, Excel, Power Point, Outlook.

Main Beach, Queensland

• Responsibilities/Achievements:
• Maintaining P.A.B.X. System.
• Setting up telecommunications for conferences and meetings.
• Answering incoming and outgoing calls, administration calls, transferring calls.
• Sending and receiving Facsimiles/Emails for guests.
• Wake-up and reminder calls.