Paul Jensen Email & Phone Number

Sydney, Nsw, Au

As part of my role, I effectively oversee and manage an international call centre team, providing them with valuable guidance and support to ensure the successful achievement of their performance targets. Additionally, I maintain a consistent focus on developing and implementing new automation processes to continuously improve team performance.

In this role, I took charge of managing both internal and external collections strategies, spanning from pre-due loans all the way to debt sale, encompassing hardship cases as well. This involved overseeing the day-to-day functions of collections partners, conducting monthly performance meetings, and conducting audits. As part of my responsibilities, I also handled project management tasks, including onboarding new collections partners. Furthermore, I played an active role in the development and implementation of automation processes aimed at enhancing team performance.

I was responsible for overseeing and managing both national and international call centre teams, providing guidance and direction to help them achieve their monthly performance targets. I organised and facilitated training sessions to support and empower teams to deliver exceptional customer service. In addition, I actively contributed to the development and implementation of automated processes aimed at improving team performance.

Sydney, New South Wales, Australia

Being the Operations Manager, I was responsible for overseeing daily operations whilst focusing on key business metrics including continuous improvement initiatives. I directed the operations and established clearly defined and communicated goals to optimise productivity and management systems. In addition, I created processes and delivered several products such as SpendOne SaveOne account, secured personal loan, Credit Score Empowerment and SocietyOne Mobile App in collaboration with the product team. Aside from streamlining the online application conversion rate, I delivered efficiencies and reduced concerns from clients.

Sydney, New South Wales, Australia

In this role, I organised and facilitated training sessions to support and enable effective collection process to internal and external stakeholders as well as managed internal collections strategies from 5 to 90 dpd. I was also involved in the successful generation and delivery of hardship process. This included the development and automation of new processes for performance improvement of the team. In addition, I conducted a comprehensive review of data analytics to determine and rectify pain points through automation. Finally, I directed and facilitated IDR and EDR process including resolutions, EDR management and reconciliation calls.

Sydney, New South Wales, Australia

As a Team Leader, I adopted and implemented simplification and process automation to increase team efficiency and performance as well as decrease staff by 30%. In this role, I accommodated and managed high volume emails and phone enquiries including dispute resolution, account maintenance, collections, technical issues, product knowledge, fraudulent activity, credit assessments and document verification. Most importantly, I maintained quality customer service and attained high results by overseeing performances and supporting staff members.Key Achievements:• Living the values yearly award.• Employee of the quarter award.

Sydney, New South Wales, Australia

Relieving the Branch Manager, I was responsible for the daily operations of the branch whilst leading and directing performances of employees. Other than identifying areas for improvements to establish seamless and efficient operations, I arranged schedules in accordance with implemented improvements for higher productivity rate. Facilitating regular meetings with staff, I addressed workplace concerns, strengthened and promoted continuous improvement, encouraged proactive and collaborative work culture. Through regular visits of local businesses, I determined their banking needs and provide directions and guidance on formulating solutions for success. Part of my responsibility was to enforce and ensure KPI targets were met as well as foster relationships with customers for positive experience and satisfaction.

Sydney, New South Wales, Australia

I assisted customers in relation to their enquiries, dispute, account maintenance and fraudulent activities. By consulting with customers, I could discuss their needs and elaborate on the appropriate financial products they could avail. Included in customer service was to guide customers in opening bank accounts, insurance, superannuation as well as process credit cards and personal loan applications. Likewise, I advised or clarified to the customers the available products of the bank then referred them to appropriate specialists to ensure they were well-informed of the products and properly assisted to achieve their financial goals.Key Achievements:• Ten St George Bank Customer Service Star Awards. • Two St George Bank Customer Service Super Star Awards.• Three St George Bank Customer Service Shooting Star Awards.

Sydney, New South Wales, Australia

Responsible for accounts, I led and directed retail operations of over 80 stores across NSW as well as oversaw procurement of supplies, arrangement of schedules and achievement of objectives. To attain sales targets and KPIs, I conducted trainings, mentoring and coaching including demonstrations to motivate staff. I also established and maintained strong relationships with customers whilst providing top customer service for patronage and positive experience.

Sydney, New South Wales, Australia

I profiled individual accounts and developed strong, long-standing business-to-business relationships, ensuring retention and proper management of both existing and prospect customers. By collaborating with team members, sales targets were exceeded, profit was increased and performance was delivered in high standards. Moreover, I participated in developing and implementing sales and marketing strategies, identifying new business opportunities and points of improvement. I also monitored competitors and trends within the industry to develop marketing and communication strategies to attract new customers and ensure customer retention.