In my role as Internal Control Business Analyst within the Risk and Compliance space we pride ourselves on our ability to understand and process map in-depth processes and identify current gaps, or areas of potential risk which allow us to work with our stakeholders in order to minimize ongoing risk to the business and creating/implementing required controls all while keeping the customer experience front of mind.

During my time in the Workforce Planning team within the Brisbane Contact Centre I have been responsible for tasks including but not limited to:- Daily processing of UPA- Generating Entitlements- Processing of all Contact Centre Annual Leave/Parental Leave/Extended Leave etc- Fortnightly processing of Contact Centre Payroll reports to be sent to Payroll- Maintenance on our systems to ensure information is kept up to date- Supporting and processing Team Structure changes requested within the Contact Centre- Ensuring New Recruits are set up with required access, and code required training- Implementing changes to ensure the Contact Centre runs smoothly- Daily Real Time Planning and Call Monitoring- Scheduling required items with as minimal impact as possible- General Admin duties (taking regular calls from stakeholders and responding to emails)

During my time an consultant in the Brisbane Contact Centre I have been in the Direct Sales team, Customer Care team which then turned into the Esupport Team.Direct Sales team involved taking general sales calls from outside customers for home, motor, landlord.Customer Care Team involved taking customer escalation calls and resolving customer complaints.Esupport Team involved assisting intermediaries with system issues, password resets, quote assistance, set up of access for intermediaries as well an manage online portfolio issues. I was also processing external email requests that would come through daily on our website.