Ric T. Email & Phone Number

Camberwell, Victoria, Australia

Melbourne, Victoria, Australia

Key Responsibilities:▶️ Manage and streamline end-to-end case processes for 50+ Defence members and their families.▶️ Conducted educational sessions on digital app and website usage, leading to an increase in customer self-service and a reduction in support queries.▶️ Oversee complaints, boasting a successful resolution rate and a reduction in escalated cases.Highlights:✅ Enhanced data integrity and maintained an error rate of less than 30% by completing data entry for member and relocation details with precision. ✅ Assisted multiple Defence members in understanding their entitlements using the Defence Matrix. ✅ Achieved and regularly exceeded customer contact, rejection rate and quality KPIs.✅ Fostered positive connections with Defence members, including coordinating with external stakeholders to arrange transportation services.

Australia

Key Responsibilities:▶️ Handled transactions and correspondence for 60+ members daily, including tax statements, policy dates, premium updates, and outstanding amounts with a focus on maintaining a high standard of data integrity.▶️ Assisted in the execution of staff engagement programs aimed at improving mental health and well-being.▶️ Presented the benefits of BUPA plans and illustrated extensive product knowledge, aiding domestic, overseas, and corporate clients in selecting the most suitable plans based on their needs and affordability.▶️ Conducted demonstrations and educational sessions on the use of BUPA's digital app, enhancing clients' ability to access claims, set up direct debits, and update personal information.▶️ Managed complaints and concerns with professionalism and respect, leveraging effective conflict resolution and escalation techniques when necessary, including timely manager intervention.Highlights:✅ Delivered exceptional customer service to 60+ clients daily, processing insurance product applications and explaining various products in detail to both domestic and Overseas Visitors Cover (OVC) customers.✅ Met and exceeded management’s expectations, delivering an Average Handling Time (AHT) of 450 seconds, after-call work (ACW) of 40 seconds, hold time of 40 seconds, and first contact resolution (FCR) rate of 80%.✅ Fostered positive relationships with customers, regularly making referral calls and emails about products and soliciting feedback to enhance service quality.✅ Attained an impressive customer Net Promoter Score (NPS) of 80%+, indicating high client satisfaction.✅ Recognised for initiating an in-house video gaming group to boost team mental health and morale.

Melbourne, Australia

Key Responsibilities:▶️ Specialised in fault diagnosis and resolution for NBN, VoIP, and phone services and provided escalated customer service to an average of 80 clients daily, ensuring efficient and effective resolution of queries.▶️ Acted as 2IC to the Team Leader to oversee call monitoring.▶️ Coached and trained new agents, contributing to team development and performance improvement.▶️ Managed customer expectations and handled complaints or issues with orders and products, fielding approximately 80 calls per shift and responding promptly to minimise wait times.▶️ Implemented and complied with internal controls and processes in the store, notably identifying inefficiencies and recommending improvements to enhance business operations and sales.Highlights:✅ Achieved a Green Ranking for consistently meeting KPIs, including an average handling time (AHT) of 550 seconds, after-call work (ACW) of 60 seconds, and a first contact resolution (FCR) rate of 90%.✅ Served as a Fault Closure Specialist, responsible for closing NBN/VoIP faults within a Service Level Agreement (SLA) of 30 days or less and escalating unresolved faults directly to NBN Co.✅ Acted as a Subject Matter Expert (SME) supporting 25+ technical support staff and providing expert advice on case distribution, closure rates, and performance reporting.

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia