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In Australia, Marie Stopes International has been operating a network of clinics since 2000, providing caring and non-judgemental sexual and reproductive healthcare to thousands of women and men each year.The National Support Centre does an amazing job assisting our patient's throughout their process.

Central to this current role has been driving continuous improvement measures both within the customer service team and Council wide. Influencing across business lines to ensure customer centric decision making takes place in line with our Customer Service Strategy.• Project management and new initiative development, including mystery shopping, customer satisfaction surveys and Work Force Planning as well as being the customer service lead in multiple LEAN/Six Sigma projects. All new… Show more Central to this current role has been driving continuous improvement measures both within the customer service team and Council wide. Influencing across business lines to ensure customer centric decision making takes place in line with our Customer Service Strategy.• Project management and new initiative development, including mystery shopping, customer satisfaction surveys and Work Force Planning as well as being the customer service lead in multiple LEAN/Six Sigma projects. All new initiatives have strategic rationale that is customer centric and provides the dual outcome of increased customer satisfaction and internal system refinement. • Customer Service project management in the implementation of a new telephony system rolled out across Council’s 1,300 staff. I lead the change management for the organisation through consultation and influence, completing user configuration and rolling out training for all staff.• Development of key strategic networks across Council to ensure that Citizen Services encourages 360 degree communication. Nurturing these relationships via regular catch up’s with key stake holders within the organisation. • Creation and implementation of a call coaching program and monthly outcome centric meetings with all staff. Using these opportunities to ensure staff understand the motivations behind these changes and align service to best practices and council KPI targets. Show less

Creation, implementation and monitoring of a framework of service delivery and training for the pre-claims team. This was structured around introducing quality guidelines and processes.• Reconfiguring workflow and inter-departmental process for the national team. Focusing on fostering relationships with interstate and satellite staff members to improve processes, information share and troubleshoot issues. Creating and fostering “one team” in a fractured environment•… Show more Creation, implementation and monitoring of a framework of service delivery and training for the pre-claims team. This was structured around introducing quality guidelines and processes.• Reconfiguring workflow and inter-departmental process for the national team. Focusing on fostering relationships with interstate and satellite staff members to improve processes, information share and troubleshoot issues. Creating and fostering “one team” in a fractured environment• Development and facilitation of targeted skills based training and induction program's for the superannuation and insurance department. The success of this training saw it extended to various internal legal departments and national groups.• Implementation of various communication improvement strategies, including, but not limited to, regular feedback sessions, QA feedback, weekly performance statistics provided to the national team, call coaching and a peer review system for staff.• Development and coaching of team to be adaptable to changes in business needs/targets with as emphasis on communicating new goals, tasks and outcomes to team members. • High calibre recruitment competency that focussed on development of team through a skills gap matrix based resolution to ensure continual improvement of teams outcomes and working environment. Show less

My time at Health Super refined my people management skills as well as knowledge of contact centre operations. I learned how to motivate staff and make work enjoyable.• Supporting with a fine balance of influence and empowerment to ensure optimum results . Creating a supportive and results driven environment, helping staff to hit personal goals, thus achieving team, unit and organisational objectives.• Leading and incentivizing the contact centre management team through a… Show more My time at Health Super refined my people management skills as well as knowledge of contact centre operations. I learned how to motivate staff and make work enjoyable.• Supporting with a fine balance of influence and empowerment to ensure optimum results . Creating a supportive and results driven environment, helping staff to hit personal goals, thus achieving team, unit and organisational objectives.• Leading and incentivizing the contact centre management team through a period of great cultural change. Developing and training senior staff members and call quality coaches to become change champions.• Constantly focusing on training staff to improve the member experience. Performing skills gap analysis to identify departmental and individual training needs. • Communicating clear expectations and providing regular feedback on progress. Building ownership of staff roles and improves retention. Show less