Sharee Cooke Email & Phone Number

Australia

Hobart, Tasmania, Australia

Manage & develop Divisional Office Staff to achieve key agreed outcomes. Extensive planning and review of previous electoral events in preparation for the 2019 Federal Election. Responsible for the development and management of a small team of staff, focusing on ensuring integrity and growth of the electoral roll & comprehensive election planning. During a Federal Election, I assume the statutory role of Divisional Returning Officer and responsible for managing the delivery of the Federal… Show more Manage & develop Divisional Office Staff to achieve key agreed outcomes. Extensive planning and review of previous electoral events in preparation for the 2019 Federal Election. Responsible for the development and management of a small team of staff, focusing on ensuring integrity and growth of the electoral roll & comprehensive election planning. During a Federal Election, I assume the statutory role of Divisional Returning Officer and responsible for managing the delivery of the Federal Election in Clark. This is a large-scale project involving pressure to complete work within short and immutable timeframes, public and media scrutiny and multiple logistical activities that are dependent on each other.Major Achievements • Managed the 2016 non-voter prosecution implementation plan for Tasmania which included weekly meetings with key stakeholders in Canberra and other states; mentoring Divisional Office Managers; preparing court documentation and prosecuting cases for non-voters.• Analysed 2016 Federal Election operational plans and implemented operational plans for 2019 Federal Election. • Actively participated in the New England NSW by-election in 2017 to gain a greater understanding of electoral processes and provided additional support to the temporary election workforce• Postal Voting Project Manager for the Braddon by-election in 2018 which included liaising with major political parties ensuring the prompt return of PVA’s (Postal Vote Applications) and processing and batching of postal vote certificates. Show less

Hobart, Tasmania, Australia

Implemented and maintained quality and coaching strategy and relationships for onshore and offshore stakeholders to enable exceptional customer experience and improved business processes. Responsible for liaising with senior management, Team Leaders and staff to promote quality strategy, provide insights, recommendations and consultation for career and process growth.Key achievements: Designed speech analytics scorecard that highlighted potential escalation from customers through… Show more Implemented and maintained quality and coaching strategy and relationships for onshore and offshore stakeholders to enable exceptional customer experience and improved business processes. Responsible for liaising with senior management, Team Leaders and staff to promote quality strategy, provide insights, recommendations and consultation for career and process growth.Key achievements: Designed speech analytics scorecard that highlighted potential escalation from customers through the language they use. This resulted in a higher degree of compliance to TCP code and the ability to track language against NPS, TIO complaint reduction and Issue Resolution.  Implementation of project methodology to quality and coaching strategy and operational practices that resulted in a reduction of resources, a monthly business benefit realisation of $37K and an evolution of quality and coaching direction.  Through consultation, a management and coaching structure was implemented to offshore contact centre in Mumbai to focus on reducing poor call handling processes. This resulted in 104 second reduction of AHT and a yearly saving of $35k. Show less

Hobart

Maintained call quality assurance for onshore contact centre by consulting with Team Leaders and Operations team and provided recommendations for business improvement to Senior Management. Responsible for tracking, reporting and analysing call quality results and providing recommendations to Operations on coaching strategy. Liaised with key stakeholders to reduce poor performance. Key achievements: Transitioned speech analytics platform into onshore and offshore contact centres… Show more Maintained call quality assurance for onshore contact centre by consulting with Team Leaders and Operations team and provided recommendations for business improvement to Senior Management. Responsible for tracking, reporting and analysing call quality results and providing recommendations to Operations on coaching strategy. Liaised with key stakeholders to reduce poor performance. Key achievements: Transitioned speech analytics platform into onshore and offshore contact centres which took over requirements for traditional call listening, saving 10 FTE immediately. Supported contact centre with implementation, training, processes and coaching strategy. Implemented and oversaw creation of eLearn Empathy module which enabled management to prioritise training needs and understand escalation risks in individuals, with the ultimate goal of reducing TIO complaints.  Designed and facilitated leadership course on the benefits of feedback to upcoming team leaders, whilst also providing ongoing mentoring to the group. Show less

Hobart

Maintained call quality assurance for onshore contact centre and supported Team Leaders with ongoing quality and coaching requirements for their team. Responsible for tracking, maintaining and analysing call quality results providing recommendations to Care Operations Manager. Supported Team Leaders with coaching. Key achievements: Oversaw the design of quality assurance data base to track results and learning opportunities. Created HR processes to support Team Leaders and… Show more Maintained call quality assurance for onshore contact centre and supported Team Leaders with ongoing quality and coaching requirements for their team. Responsible for tracking, maintaining and analysing call quality results providing recommendations to Care Operations Manager. Supported Team Leaders with coaching. Key achievements: Oversaw the design of quality assurance data base to track results and learning opportunities. Created HR processes to support Team Leaders and Operation Managers to manage poor quality performance. Created forum, processes and facilitation of forum for Operation Managers to listen to calls and handle disputes on quality ratings. Show less

Hobart

Led support team of Subject Matter Experts and oversaw the operational performance of an internal support line. Responsible for tracking, maintaining and analysing internal support line enquires. Provided internal support to front line agents. Provided coaching and direction to Team Leaders as a result of support line use. Key achievements  Creation of central support team to support front line agents reducing ‘walk ups’ and improved call handling.  Feedback to Learning team… Show more Led support team of Subject Matter Experts and oversaw the operational performance of an internal support line. Responsible for tracking, maintaining and analysing internal support line enquires. Provided internal support to front line agents. Provided coaching and direction to Team Leaders as a result of support line use. Key achievements  Creation of central support team to support front line agents reducing ‘walk ups’ and improved call handling.  Feedback to Learning team to improve on boarding processes as a result of the data collected via support line. Show less

Hobart

Hobart