Nyree Johnson Email & Phone Number

Rockhampton, Queensland, Australia

A critical role across the Customer Operations Group which is responsible for leading and implementing a fresh approach and innovative resourcing and workflow strategies to deliver first contact resolution and improve customer experience. Accountable for ensuring resourcing strategies given are low cost and aim to outperform industry benchmarks for cost-to-serve. Tasked with maximising resource utilisation through the strategic planning, forecasting and rostering of office-based labour requirements to meet customer demand. Also responsible for influencing group key performance indicators, operational requirements and long-term workforce strategies to build and maintain a modern planning approach that meets the needs of Energy Queensland customers.

Rockhampton, Queensland, Australia

Lead strategically while responsible for achieving customer service performance measures through the leadership and management of frontline employees. Customer Operations Officers provide end to end customer service from enquiry to allocation and scheduling of work via a multi-channel technology platform.

Rockhampton, Queensland, Australia

In the role of Business Manager, my core responsibilities encompass the strategic management of financial operations, including the forecasting of cash flow and sales, alongside the diligent monitoring of profit and loss statements. I spearhead all marketing and advertising initiatives, driving measurable profits and ensuring a robust return on investment.My role demands exceptional communication and negotiation abilities, which are employed in interactions with suppliers, customers, and team members to foster strong professional relationships. These skills are further amplified by my adeptness in both written and verbal communication. Leadership is a cornerstone of my responsibilities, guiding the HR, payroll, tax, and benefits administration for the team. With employees, I emphasize the importance of continuous professional development, ensuring that each team member is empowered to reach their full potential.

This brand is powered by Johnson’s 4WD and the role responsibilities are the same.

As a freelance newspaper columnist, I create insightful and engaging content on a broad range of topics, aiming to connect with the publication's audience. I rely on my expertise and unique perspective to weave compelling narratives, working independently to meet deadlines and ensure consistency in my writing style across all my columns.

Responsible in ensuring the elements of the Yurika Program of Work for key design, construction, and project support teams from internal and external engagements is programmed and scheduled to meet required time, cost and quality parameters in order to deliver the program in full, efficiently, effectively and safely.

A/Team Leader – Customer Operations | Central West, Bundaberg Burnett & Capricornia

Rockhampton, Australia

Develop and implement the strategic resourcing and capacity plans for the Customer and Market Operations Group which includes forecasting, long term and short-term planning, scheduling of staff, real time performance management, on-call roster creation and maintenance and performance reporting for the Customer and Market Operations Group. Especially skilled at identifying trends in non-performance of KPI’s and providing recommendations to relevant business units across the CMO group to achieve and promote business improvements and efficiencies that enhance the customer experience while modernising the CMO workforce.

Rockhampton

Develop & implement effective short & long term forecasts & capacity plans that accurately predict network business requirements across customer interactions e.g. inbound/outbound calls, emails, social media, web forms etc. Develop, implement & maintain all rosters & schedules to meet the forecast workload for all activities relating to the Network Customer Service Centre including planning all upcoming off-the-phone and away-from-office activities while taking into consideration capacity plans, budgets, enterprise agreements, service levels, shrinkage & shift preferences as well as configuration & administration of associated systems to ensure workforce utilisation is maximised. Provide after hours resourcing support to the NCSC which includes being on an on-call supervisor roster. This support includes monitoring staff fatigue in times of excessive workloads as a result of weather/natural disaster events as well as providing advice on staffing levels, communicating and liaising with staff and participating in weather/disaster response planning. Supervisory responsibilities, leadership & training in the achievement of job objectives. Specialist skill set targeting contact centre technology and telephony. A wide range of more complex specialists tasks are also completed while also preforming clerical, administrative & general office duties of intermediate difficulty in terms of depth, analysis & judgment required. A vast range of roles in a variety of contexts is performed. Maintain data integrity of the Workforce Management system at all times ensuring constant changes are reflected accurately, including related administration duties such HR and Payroll reporting. Provide coaching support & operational training for the use of Workforce Management Systems by being a point of contact & ensuring that it is being correctly, efficiently & effectively utilised by Team Leaders & employees.

Rockhampton, Australia

A strong performer responsible for delivering an outstanding customer experience while assisting clients with their banking transactions and needs. Providing end to end service by ensuring each consumer was aware of the services available to them and offered an increased awareness of financial health, stability and security.Selected accomplishments include achieving the rank of number one Customer Advisor for the Central QLD region by consistently meeting and exceeding targets, sponsored and supported the change in branch location and technology thanks to a transition from a traditional branch to a modern ‘new age’ open plan store, mentored and coached new employees to the banking industry and positively promoted the technology changes and self-service features on offer which were new to Rockhampton at the time.

Brisbane, Australia

As the Business Support Officer it was a responsibility to provide personal assistance to the Contact Centre Manager as well as support the Leadership Team and complete general administration tasks. Disaster response planning and business continuity were a priority.

Brisbane, Australia

A key component to the contact centre environment in ensuring the workforce is managed efficiently with regards to forecast requirements, creating rosters and optimising the workforce. Analytics and recommendations to the Management and Leadership Team conducted.

Brisbane, Australia

Provided administration support to the call centre for insurance policies which needed to be manually reviewed due to underwriting guidelines, while also taking care of escalated customer enquiries that required a higher level of authorisation.

Brisbane, Australia

Serviced customers’ needs with regards to their Insurance policies over the phone which also included selling new policies for assets acquired and cancelling policies where applicable.

Longreach

This role began as a Traineeship to complete a Certificate Three in Business Administration. General administration duties were performed while learning as well as providing a communication channel between the Council Office and the Yard/Workshop. Selected Accomplishments• Completed Certificate Three in Business Administration

Graduate Diploma Of Management (Learning), Operations Management And Supervision

Graduate Diploma Of Strategic Leadership, Leadership

Advanced Diploma Of Leadership And Management

Pathways To Politics For Women

Diploma Of Business Administration

Diploma, Business

Positive Leadership Short Course

Small Business Management

Financial Services (Accounts Clerical)

Certificate Iii, Small Business Administration/Management