• Coaching/Training - new team members for Counter duties and refresher training with existing staff • Streamlined and maintained - the Customer Service Communications Program “Toolkit” - via Smartnet• Improved - Customer Service departments instructions, procedures, and policies the team must adhere to• Ensured - Contact phone listing was up to date Genysis (phone system) and on the teams Toolkit listing.• Processed Receipting – Transfers and Reversals and rectifying incorrectly allocated online payments alerted via other departments• Assisting leadership - with the daily announcements to the Customer Service Team via MS Teams• Handled - escalated online complaints and feedback• Created and maintained – all generic response for the Maroondah Council online – Inside – webchat and text messaging customer service communication systemCall Centre:• Inbound calls - Handling Waste collection issues, Processing Hard Waste Bookings, Rates, Planning, Building, Engineering and Operations enquiries, Aged & Disability, Youth Services and Local Laws enquiries.Online duties:• Inside - Responding to online webchats from customers• Social media - Responding to customer enquiries on Facebook and Instagram• Processing - fencing ownership detail requests• Processing - Accessible Parking Permit Applications• Pathway - assigning online e-Pathway requestsCounter (Reception) duties: • Receipting customer invoices - via the Pathway Program• Counter enquiries - Council and Non-Council related• Administration - Daily Banking, Stationery orders, Archiving Documents, FOGO stock orders, etc.

PROJECTSMaroondah Council Customer Service – Training Manual (5-month project)- Created a 5-step training program for all newly introduced staff and an ongoing coaching tool for existing staff within the Customer Service Department- Designed to adapt to the current work environment, ensuring leadership have a seamless program from induction, completing relevant eLearning modules, to working on the Call Centre, online duties, counter duties to general administration tasks.Smartnet – Toolkit update – (6-month secondment)- Customer Service Communications System – transferring all data to an updated program and amalgamating all instruction, policies, and procedures from 3 company site locations into one main database.Eclip - (Electronic Document Management System) – (6-month secondment)- Transferring, editing, and updating all relevant documents from all folders for the Customer Service Department to a centralized electronic document management system- Combining 3 separate company locations and conforming all documents to align with a singular unified directory.

• Handling inbound calls from customers and retailers, escalated calls and customer complaints • Handling in-house warranty claims - faulty ceiling fans • Responding to correspondences & email queries • Accounts payable & receivable (Quickbooks) • Product returns - Credit claims for damaged goods • Warehousing, Stock Control and weekly mail

• Managing up to 12 consultants in a Call Centre • Co-ordinating outbound calls for returned mail and company satisfaction surveys • Handling escalated calls and customer complaints • Updating procedure manual • Rosters (timesheets) & staff payroll queries, Coaching & training colleagues • Budget reports – statistical reporting to senior management • Recruiting temporary staff for campaign periods, staff performances and reviews

• Managing up to 15 Consultants in a Call Centre • Handling escalated calls, customer complaints and conflict resolution from card holders and merchants • Quality monitoring colleagues to ensure service standards are maintained • Statistical Reporting to Senior Management – daily, weekly and monthly • Allocation of Rewards & Recognition to colleagues for KPI’s achieved • Maintaining stock for Rewards & Recognition Program (vouchers) • Coaching, training colleagues and completing staff performance reviews

• Assisting card holders and merchants with queries • (Outbound) – Welcome calls to new card holders • Retaining cancelled card holders and Customer satisfaction surveys • Updating Competitor Matrix • Training and Coaching new colleagues within the team

• Managing up to 6 Colleagues • Sales of mobile phones & accessories • Administration – weekly reports, stock take and petty cash • Training & coaching staff to maintain individual & store targets • Budgeting & Rostering, Stock Replenishment & Store Merchandising