Sami Sami Email & Phone Number

Melbourne, Vic, Au

Melbourne, Australia

Melbourne, Australia

Oversaw a national contact centre with 6 Support Managers and a combined team of 250+ across several departments which included Billing, Provisioning, Customer Relations, Quality Assurance and Retention (both onshore & offshore). I was able to contribute to increased profitability by producing new revenue streams, improving contact centre efficiency and reducing costs by driving the process improvement agenda.Summary of achievements:• Increase of $200,000 per month in revenue through a new pricing strategy• Automated the customer communications process which improved efficiency by 30%• Reduced monthly credits by over $50,000 per monthVocus Group is an international top 100 ASX listed Telecommunications Company that provides retail, wholesale and corporate telecommunications services across Australia and New Zealand to mid, large and corporate businesses direct and also acts as a wholesaler. The company owns and operates 18 Data Centres across ANZ and is Australia’s fourth largest telecommunications company.

Melbourne, Australia

Managed an onshore Service Improvement Team & offshore Team of Retention agents of 50+ staff, with the core responsibility to increase customer retention and reduce customer debt. Summary of achievements:• Orchestrated the creation of an offshore team in Manila• Improved Retention team conversion by 15%• Initiated development of a fraud prevention tool that delivered six-figure savingsI was able to deliver significant reductions in customer debt by working closely with Fraud/Finance teams. I was also able to improve customer retention conversion rates significantly by developing high performing customer retention teams onshore and offshore.

Melbourne, Australia

Managed a team of Sales and Retention agents (30 Staff). I played a key role in improving the net service shift of the business. This was achieved via coaching my agents to increase customer retention and improve sales per day through providing them with effective sales and customer service techniques.

Melbourne, Australia

Direct management of a team of 12 Customer Service Agents. Managed service levels to ensure improvement in agent call quality and overall customer experience. I was also able to contribute to the improved efficiency of the contact centre by working with agents to identify process improvement opportunities that would be forwarded to senior management for review.

Melbourne, Australia

Quickly promoted from Customer Service Representative to handle escalated customer complaints to minimise compliance (TIO) costs to the business. Responded to a variety of customer enquiries via verbal and written communication with a focus on the best possible resolution and a high level of customer satisfaction. I was able to identify opportunities for process improvement which would ultimately improve the customer service experience.

Melbourne, Australia

Employed by H&R Block upon completion of tax training courseMy duties included:•Income tax preparation and lodgements•Providing general income tax advice•Following up on ATO related enquiries on client behalf•Answering general tax related enquiries via phone•Cold calling to generate new business•Booking customer appointments for income tax preparation•Opening and closing office as per business hours•Maintaining a high level of office presentation to exceed client expectations•Reporting systemic issues to office management to ensure minimal impact on customer experience

Bachelor'S Degree, Accounting

Advanced Diploma, Accounting

Diploma, Accounting