Reporting to the Senior Manager, Customer Experience, I was responsible for maximizing customer experience outcomes by delivering insights identified via customer survey and complaint data. Designing and executing the strategy for Direct Banking’s customer experience through prevention of complaints, complaints handling process and call model.Customers have greater expectations of us today and by having a deep understanding of customer satisfaction measurement and methodology I… Show more Reporting to the Senior Manager, Customer Experience, I was responsible for maximizing customer experience outcomes by delivering insights identified via customer survey and complaint data. Designing and executing the strategy for Direct Banking’s customer experience through prevention of complaints, complaints handling process and call model.Customers have greater expectations of us today and by having a deep understanding of customer satisfaction measurement and methodology I contribute to meeting those expectations. Show less

Supported the Customer Centre Manager to manage Direct Banking Launceston business team (140 full-time and part-time employees) including recruitment, selection, performance coaching and development. Strategically managed daily and weekly Sales and Service activities including achieving productivity measures, monitoring and recording compliant delivery of interactions and contributed to a successful people and business management plan.

The CBA is the most recognised brand in the Australian financial services industry. And as part of the CBA Direct Banking delivers world class service and products to contact centre customers. I specialise in credit card products and manage a team of motivated individuals through strategically developed actions to consistently achieve high performance results. I manage a diverse team end to end from recruitment and onboarding to performance management.