Rima Dagher Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Australia

Reporting into the Sales and Retention Operations Manager, led a high-performing team of 30 Sales and Digital Consultants ensuring adherence to compliance and regulatory requirements and driving sales and exceptional customer experiences. Managed recruitment, selection and induction processes and delivered daily, weekly and monthly reporting.• Lifted team engagement rate from 2.2/5 to 4.8/5 (highest engagement rate in the contact centre) over a 12-month period• Lifted the call quality average within the Sales and Retention teams from 64% to 85% • Won annual leadership award in 2014 and 2015 for meeting team and individual KPIs• Retained 85% of FTE over a three-year period• Delivered sales call quality framework implementation resulting in an aligned and consistent approach to customer conversations within the sales and retention space• Developed multiple training modules which received positive reviews and were rolled out across the entire business

Melbourne, Australia

Reporting into the Call Centre Manager, recruited, inducted and led team of 15 sales consultants to achieve KPI’s. Managed escalations and project managed process improvement initiatives. • Managed a continuous improvement project , leading a project delivery team of five, resulting in cost savings of $385K• Created quarterly plans to improve campaigns, team performance and revenue resulting in consultants exceeding core KPI’s and achieving extra incentives for performance• Coached and mentored three senior team members to achieve internal promotions • Won ‘Hitting the Mark’ leadership award for leading team to meet 100% of KPI’s over a three-month period

Melbourne, Australia

Reporting into the General Manager, managed team of 12 Sales Coaches and Team Leaders, leading projects that influenced product, process and system performance. Project managed team to establish a successful offshore 100+ employee contact centre, building consultant development plans and providing accurate reporting and analysis to the senior leadership team. • Lifted lowest performing sales team to highest performing, achieving 139% of sales KPI resulting in ‘exceptional’ rating on performance review and achieving the highest bonus• Won annual award in 2009/2010 for establishment of offshore call centre in less than three months• Built, implemented & led five business lines with new hire training costs decreasing by over 50%• Recruited, inducted and managed team of 10 that successfully coached new offshore teams driving cost savings and an improved customer service experience achieving 100% of first call resolution

Mumbai Area, India

Reporting to the Offshore Project Manager you will assist to establish an offshore call Centre of 100 employees from concept to execution. You will build and lead five lines of business including Customer Service, Landline, Mobile, Pay TV and Internet. You will manage a team of employees who will train the offshore management/support teams on Optus polices, process, vision and values.

Melbourne, Australia

Build an energetic and proactive team who make an outstanding impression on our customers by providing them with friendly, personal and efficient service. Lead the inbound and outbound teams to ensure increased revenue and overall performance. Deliver initiatives to ultimately enhance the overall customer experience and support successful delivery of organisational targets.

South Melbourne

Built an energetic and proactive team to provide customers with friendly, personal and efficient service and leave a lasting impression. Led the inbound and outbound teams to ensure increased revenue and overall performance. Delivered initiatives to ultimately enhance the overall customer experience and support successful delivery of organisational targets.

The Learning and Development Trainer & Facilitator is responsible for ensuring that Learning and Development projects are designed, delivered, assessed and evaluated in line with Telstra’s Learning and Development strategy and assisting the business unit in continually raising capability.• Led project to increase the speed to competency of new inductees resulting in the framework being delivered nationally • Reduced new starter attrition by 40% • Developed ‘Buddy Team’ & ‘Mentor Program’ which streamlined training process for new inductees • Managed numerous induction groups with an 85% pass rate through probation

Burwood

The Sales and Service Team Leader is responsible for the following key accountabilities; ensuring that employees are motivated through coaching and mentoring conversations. Monitoring and measuring performance in line with company targets and performance standards, addressing any gaps in performance ensuring that these are quickly counteracted. Producing accurate reports on team performance for senior managers.