Shane Bramwell Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Engaging employers and members for one of Australia's largest industry super funds.Managing live chat, front desk & phone inquiries to go above and beyond for our members.Project management, business process improvements and strategy suggestions to make sure the fund is heading in the right direction. Striving to improve Voice Of Customer (VOC) results whilst maintaining quality standards.

Sydney, New South Wales, Australia

Leading a team of 12 colleagues in the contact center to meet customer performance metrics, drive commercial growth whilst managing risk and compliance requirements. Ensuring headcount is maintained through recruitment, training, and retention initiatives. Managing telephony systems leading the rollout of a new IVR. Ensuring calls meet 10-30 second targets, emails meet 24–48-hour targets & rejects meet 5-day processing targets. Lead work from home engagement initiatives. Filled in Contact Center Manager duties during handover. Conduct weekly 1 on 1’s with the team.

Sydney, New South Wales, Australia

Leading 10 contact center staff & 3 operations specialists to take calls, complete emails and process payments. Managed hiring new staff for the team. Filled in for the Contact Center Manager for 3 months during his secondment opportunity. Helped maintain detailed training material for CSO’s.

Sydney, New South Wales, Australia

Led 15 consultants with 3 General Advice Specialists. With no notice appointed as team lead for the outbound specialist’s team. Responsibilities included daily reporting to leadership and the client fund. Strict outbound call targets were also achieved. After 3 months, promoted to General Advice Team Leader. In this role led senior staff and stepping up into a leadership role of employees that had previously been colleagues.

Sydney, New South Wales, Australia

Provided general advice and trained members on how to take care of their own finances across 6 topics - investments, insurance, pensions, transition to retirement, contribution strategies and consolidating super.• Absorbed additional senior duties and exceeded on expectations when covering for managers parental leave.

Sydney, New South Wales, Australia

High-volume superannuation call center handling member enquiries for Rest Super. Up-skilled in notice of claims, pensions, employer services and clearing house enquiries. Built friendly rivalry across teams to challenge more senior staff for number of calls each day whilst completing overtime.• Achieved 60-80 calls per day whilst focusing on quality results leading to many opportunities for additional training.• Recognized as a recipient of the Customer Service Excellence Award for outstanding quality across the January-March 2016 quarter 97% average.

Regents Park, New South Wales, Australia

At Outdoor Agencies I repaired a wide range outdoor equipment including bag's, tents, shoes etc. If I could not repair anything on-site I sent the repairs off to one of our qualified repairers inter-state. I found or ordered-in spare parts for customers as well as processing all of the warranty inquiries. I also covered a range of other roles including phone calls, data entry, order picking, customer inquiries, postage organising, report making and general customer service.