Robert Cunningham Email & Phone Number

Glasgow, Scotland, United Kingdom

Discussing insurance needs to deliver products and services that are right for customers. Demonstrating excellent customer service through a mixture of inbound calls and follow-up appointments. Managing my own diary and taking responsibility for personal and professional development. Working within policies and guidelines, meeting regulatory expectations.

Melbourne, Victoria, Australia

Responsible for a team of retail home loan assessors. Ensured that direct reports achieved and maintained a level of skill and knowledge that allowed them to provide excellent customer service and make sound credit assessment decisions. Primarily responsible for a number of deliverables, which included: customer service, quality assurance, risk management, planning in accordance with Active Timely Operations Management (ATOM) principles, management of a team, coaching and developing staff, stake holder and escalation management, change management, staff engagement, continuous improvement (including collation, analysis and interpretation of data for optimum outcomes) and workflow/queue management.

Melbourne, Victoria, Australia

Responsible for a team of retail home loan assessors and Credit Verification officers. Ensured that direct reports achieved and maintained a level of skill and knowledge that allowed them to provide excellent customer service and make sound credit assessment decisions. Primarily responsible for a number of deliverables, which included: customer service, quality assurance, risk management, planning in accordance with Active Timely Operations Management (ATOM) principles, management of a team, coaching and developing staff, stake holder and escalation management, change management, staff engagement, continuous improvement (including collation, analysis and interpretation of data for optimum outcomes) and workflow/queue management.

Melbourne, Victoria, Australia

Responsible for a team of Customer Settlement Enquiries consultants, ensuring that their levelof skill and knowledge allowed them to provide great customer service in line with best practice.Primarily responsible for a number of deliverables, which included: customer service, management ofa team, staff engagement, continuous improvement, stakeholder management and overall customerexperience. Also, contributed to planning and forecasting based on incoming call volumes. Organisedand executed training/upskilling for staff. Also, arranged for recruitment, onboarding and trainingof staff.

Melbourne, Victoria, Australia

- Provided a high level of support to ANZ National Fulfilment Enquiries staff and stakeholders as needed by the business- Acted as a subject matter expert on business processes and procedures, and was the first reference point to handle enquiries from team members when assisting their customers - Handled escalated calls and brought these to an optimum resolution - Coached contact centre representatives in call handling skills and ANZ retail mortgage fulfilment processes and procedures- Stepped up in line manager's absence to manage day to day running of a team of 12 - 16 contact centre representatives

Melbourne, Victoria, Australia

- Handled inbound calls from customers, brokers, solicitors, branch staff and other stakeholders relating to the fulfilment and settlement of ANZ retail home loans and discharges of mortgage- Areas of expertise included preparation and verification of mortgage documentation, security releases, certificate of title amendments, settlement bookings, draw down enquiries- Provided a high standard of customer service through active listening, excellent verbal and written communication skills - Escalated urgent applications where applicable and handled challenging conversations with professionalism, empathy and focus on achieving optimum outcomes - Worked successfully towards KPIs including productivity (Average Handling Time) and Quality Assurance - Achieved and maintained proficiency with multiple workflow/telephony systems and platforms- Attained a comprehensive knowledge of ANZ mortgage fulfilment and settlement processes

Melbourne, Victoria, Australia

- Handled inbound calls for billing and connection enquiries for BIGPOND, Telstra's former residential internet provider. - Provided a high standard of customer service through active listening, excellent verbal and written communication skills and effective complaint handling- Achieved and maintained a high degree of proficiency with internal systems and extensive knowledge of processes and procedures- Worked effectively to KPIs and suggested selling targets while maintaining a calm, professional and resilient manner in a dynamic working environment

Master Of Arts - Ma, Philosophy

Diploma, Playwriting And Screenwriting