• Acting as business SME/BA to ensure business was comfortable that requirements of current way of working captured correctly• Planning, supporting, Co-ordinating, and executing testing activities across 7 Business Units (UAT, PVT, BVT) • Facilitated workshops with business to ensure test scores were accurate • Detailing Change Requests: Assisted with eliciting requirements to detail Change Requests with business SME.• Stakeholder Relationship Management: Varying from Administration teams to C-Suite in the way of updates, analyses and reporting of data.• Prioritizing Change Requests and Defects in line with Enterprise prioritisation matrix• Change Management: Worked with business, change team and BA to ensure business areas prepared for incoming changes. Delivery of scripting, FAQs, Knowledge management artefacts, etc. • Supporting business teams through hypercare - defect validation and prioritisation, communication of workarounds where required.

Leading a team combined of Quality and Capability Associates and Business Improvement analysts to support a Business Unit of 80+ phone-based Team members.• Developed and delivered Quality Assurance framework in line with risk profile and compliance obligations• Supporting training and coaching needs of the business to uplift Team Member competence, capability, and talent pipeline• Delivering strategic initiatives to increase and improve Customer Satisfaction and First Call Resolution results• Identifying and eliminating unnecessary calls• Management of Chief Operating Officer’s Business Continuity Plan• Maintenance of Agile way of working • Delivery of Change Management• Developing efficiency gain and cost savings initiatives• Stakeholder Relationship Management

Lift and shift of a Contact Centre from one Business Unit to another, building pilot team and implementing work into Business as Usual.• Co-ordinated the build and delivery of training to newly created team• Implementation of Quality Assurance framework in line with risk profile and compliance obligations• Ensuring Service Levels achieved (80% of call answered within 20 seconds)• Delivery of strategic initiatives to reduce call abandonment rate • Reduced and maintained Average Handle Time• Identifying and implementing Business Improvement ideas• Delivery of Change Management• Delivering strategic initiatives to increase and improve Customer Satisfaction and First Call Resolution results• Management of Chief Operating Officer’s Business Continuity Plan• Stakeholder Relationship Management

Leading a team of 10-14 phone-based Team Members to service inbound general enquiries • Driving team to meet scorecard metrics (Quality Assurance, Customer Satisfaction, Average Handle Time, First Call Resolution, and Compliance)• Supporting of health and mental wellbeing challenges• Supporting career and personal development• Performance management of underperforming team members• Management of Chief Operating Officer’s Business Continuity Plan• Delivery of Change Management• Stakeholder Relationship Management

Supporting business needs of training, coaching, quality assurance and resource management • Developing and delivery training to new and existing team members (Products, processes, systems, and Insurance, Superannuation, Pension and Investment concepts)• Subject Matter Expert across numerous plarforms, PAS, and CRMs• Conducting Quality Assurance for a portfolio of Team Members to ensure compliance obligations met and providing an uplift in customer experience• Delivering and supporting Business Improvement initiatives• Regular review and maintenance of resources• Training plan management to ensure Quality and Capability team could support business needs• Stakeholder Relationship Management

Inbound customer service supporting Insurance, Superannuation, Pension and Investment products.• Servicing varying contact types via phone, email, fax and post• Identifying Retention and Sales leads and connecting caller with appropriate team• Adhering to performance metrics (Quality Assurance, Customer Satisfaction, Average Handle Time, First Call Resolution, and Compliance)• Identifying and supporting Business Improvement initiatives

Responsible for managing disputes received via omnichannel methods (email, post, fax, phone, and social media)- Advocate for the business- Providing a high level of customer services whilst working to resolve disputes that satisfy both the Customer and Business- Liaising with stakeholders to ensure satisfactory resolutions could be provided- Responsible for providing formal written responses to all disputes- Adhering to regulatory timelines- Adhering to KPI's

Inbound Contact Centre providing support to customer's regarding mobile phone insurance. - Lodging new Claims for Mobile phone customer's- Support to customer's existing Mobile phone claims- Liaising with stakeholders to ensure claims process was seamless (Administration teams, FOH, Frauds team, and Suppliers)- Frauds assessment - Adhering to KPI's- Archiving of contracts and documents via distribution warehouse

Inbound Contact Centre for a Telecommunications provider.- Managing general inquiries inbound calls - Providing support regarding new and existing services (mobile, landline and internet)- Up-selling and cross selling products and services- Adhering to KPI's and sales targets