Samantha Yendall Email & Phone Number

Melbourne, Australia

- Undertaking investigations and reviews.- Documentation of processes and procedures. - Developing business cases, tenders, return on investments and reports. - Documentation of business requirements and specifications.- Documentation of user stories and acceptance criteria.- Research and analysis of regulatory frameworks, industry information, initiatives and trends.- Develop and implement new business processes and improvement strategies.- Relationship management with internal and external stakeholders.- Project and change management. - Facilitation of tender processes.

Melbourne, Victoria, Australia

Company wide transformation project which facilitated the implementation of a new CRM, Website, Member Portal, Claims Engine and Contact Centre Upgrades. - Facilitation of workshops with internal and external stakeholders. - Documentation of business requirements and specifications.- Implementation of internal workflow procedures and change management.- Documentation of processes, procedures, and process improvement analysis. - Compliance lineage and implementation (regulatory and business rule analysis).- Transition planning and coordination of activities.

Melbourne Area, Australia

- Supporting the call centre's key aspect of voice interactions.- Creation, configuration and maintenance of the call delivery routing strategies.- Voice controls and scripting.- Call tags and reporting.- Allocation and acquisition of premium and terminating numbers.- Business project consultation.- Campaign strategy, design and review.- Capturing business change requests.- Documentation of business requirements and specifications.- Designing solutions to meet strategic and operational business needs.- Process improvement and documentation.- Relationship management with internal and external stakeholders.I have also completed training with Interactive Intelligence (Fundamentals of Interactive Administrator and Interaction Attendant).

Melbourne, Australia

- Data co-ordination and data entry.- Operational support for the contact centre.- Dialler management on Genesys.- Database maintenance (Microsoft Access).- Business analyst support.- Marketing support.- Relationship management with internal and external stakeholders.

Hawthorn, Victoria, Australia

- Handling inbound calls.- Assisting in hospital checks in accordance with privacy laws.- Telephone skills.- Problem solving and conflict resolution.- Data entry and database maintenance.- Reporting.- Call escalation and complaints management.- Customer service.

Chadstone, Victoria, Australia

- Database construction and maintenance (Microsoft Access).- Handling and responding to customer enquiries.- Preparation of course material and scheduling.- Co-ordination of facilities for trainers (vehicles/rooms and accommodation).- Enrolment and results entry.- Archiving.- Reception duties.- Switchboard operations.- Processing payments.- Co-ordination of fulfilment (course material and enrolment packages for clients). - General office duties.