Managing day to day operations of the business and all administrative processes.

- Manage all customer interaction avenues – in person, phone, email - while maintaining high level of service- Maintain accurate customer details and records- Cash Handling and Banking Reconciliation - Processing and Invoicing customer Orders- Purchase orders and Invoicing goods inwards- Product Procurement and Supplier Relationship Management - General organisation, filing and document management ensuring to uphold financial record keeping and AUSTRAC/PCI compliance- Assist managing driver schedules and stock pick-ups with a focus on highest efficiency and lowest cost- Assistance with pick/packing in the warehouse, maintaining all safety guidelines and procedures- Complete assignments and projects according to instructions from supervisors

- Manage inbound calls and occasional outbound calls in a high-volume environment- Efficiently manage customer contact within time frames- Provide information, resolve problems, and action work requests for other parts of the organization Deliver information, solve problems, action work requests, and manage and resolve complaints- Work one-on-one with customers, initially over the phone, and maintain effective communication with internal stakeholders- Utilize multiple systems to handle requests and accurately record information- Interact with a variety of customers, addressing over 4,700 inquiry type.- Act as a liaison between council work units and customers, ensuring effective communication and action-taking- Demonstrate high problem-solving skills, attention to detail, resilience, and an excellent customer attitude

- Responsible for managing the day to day operations of our multi-site AU/NZ contact centres, driving exceptional customer service and building coaching and performance culture through Leadership development.- Lead the delivery of customer service channels and practices to meet changing customer needs within the online retail space- Created and managed engaging service delivery KPIs- Created, maintained, managed and delivered on finincail year budget targets, including initiatives to gain efficiencies- Drove, managed and delivered a number of strategic technology and process changes, including the introduction of web chat and social media - Lead the team through a cultural shift, from an unknown transactional centre to a perfomance and coaching culture, highly regarded for customer insights- Developed leadership team skillsets, including creating and running training modules- Stakeholder relationships across multiple internal and external stakeholder functions- Developed recruitment and onboarding strategies- Reviewed and analysed data regularly and pivot strategies where required - Lead the analysis and reporting of customer service metrics as well as branch performance measures and standards to inform business practice and identify opportunities for improvement

- Assisted with development and engagement of the CCC Team- Built and maintained departmental budgets, with particular focus on day to day managements of wage spend and KPI performance- Contact Centre and Team Leader management during periods of leave within the Contact Centre Manager role- Participated and ran in strategic and stakeholder meetings to keep focus on the voice of the customer and performance culture- Reported to business leaders and stakeholders with particular detail to knowing the requirements of the audience, as well as creating and maintaining realtionships- Collected information from appropriate sources for forecasting and budgeting purposes, using internal networks for insights- Excel rostering for a multi-site, inbound and back office contact centre, maintaining a balance between team engagement as well as budget and business requirements - Management of real time- Timesheet approval and reconciliation for payroll- Reporting across numerous business metrics- Developed workforce planning skillset within team, creating a talent pipeline - Influenced and drove expansion of Workforce Planning team- Management of Workforce Planning Analyst across grade of service commitments and performance targets, and payroll compliance for multiple sites - Participated and influenced during project and system implementation utilising extensive contact centre experience

• Participate in regular strategic and tactical meetings to keep focus on performance goals • Reporting to business leaders • Management of Real Time Analysts with grade of service commitments and performance targets for multiple sites • Management of Scheduling Analysts who roster for number of inbound and outbound sites, in line with individual employee agreements, skills, and applicable workplace laws across two countries. • Maintain engagement across a number departments and stakeholders whilst also coaching individuals in the team to do the same• Management of performance targets and deadlines within the Work Force Planning team• Management of strategic targets such as team/process optimisation and projects• Initiating and facilitating process improvement plans • Maintain peer relationships with forecasters and reporting leaders, assisting in their roles where possible• Payroll information/data audits to ensure accurate hours are paid across 600+ staff• Maintaining accurate leave balances and accurate leave allocation figures for individual company business' • Identify workforce issues and make referrals to relevant stakeholders whilst coaching individuals in the team to do the same• Collect information from appropriate sources and organize this information to make planning recommendations to stakeholders, coaching individuals in the team to do the same• Program knowledge ( Shift Track, Aspect, CMS Avaya, Microsoft Office, Gmail)

• Participate in regular strategic and tactical meetings to keep focus on performance goals • Reporting business updates to business leaders• Real time analysis across inbound and outbound teams• Management of grade of service commitments and performance targets for multiple sites • Skill optimisation to ensure service levels are met across all sites • Work Force rostering for number of inbound and outbound sites, in line with individual employee agreements, skills, and applicable workplace laws across three countries.• Maintaining accurate leave balances and accurate leave allocation figures for individual company business' • Allocation of employee leave based on overall business capacity • Scheduling future training requirements based on employee skill progression• Initiating and facilitating process improvement plans • Research the financial implications of resource allocations before choosing the best plan• Maintain engagement across a number departments and stakeholders• Plan, allocate and manage company staffing resources according to business targets • Identify workforce issues and make referrals to relevant stakeholders• Collect information from appropriate sources and organize this information to make planning recommendations to stakeholders• Program knowledge (Outlook, Excel, IEX Total View, CMS Avaya, Avtivate, Right Fax)

• Trained, coached and mentored staff to ensure business and personal targets were met • Implemented innovative programs to increase employee motivation and reduce turnover • Assisted in the implementation of new work systems and business product expansion• Provided ongoing assistance in the creation and updates of procedures• Maintained solid understanding around compliance and confidentiality • Exceptional time management skills• Negotiated with, and influenced employees to engage in personal development • Developed exceptional attention to detail • Utilised a high level of written and verbal communication skills • Analysed data to gain a better understanding of individual development needs• Regular reporting of individual member performance with business leaders• Developed and maintained a healthy relationship with HR for better guidance when managing staff

• Managed various retail portfolios within the finance sector• Provide training and support via phone and online channels• Managed sales relationships by resolving and escalating issues as well as liaising with various internal departments• Discussed promotions and marketing channels• Developed processes and procedures to assist in processing transactions by tailoring useful guides• Liaised with marketing team to assist with advertising• Liaised with Pricing Committee for price reviews and special promotions• Provided sales reporting and results • Ensured compliance through audits and reviews

• Attracted potential customers by answering product and service questions• Opened customer accounts by recording account information • Maintained customer records by updating account information • Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution• Maintained financial accounts by processing customer adjustments. • Recommended potential service/policy changes to management by collecting customer information and analysing customer needs • Contributed to team effort by accomplishing business results as needed• Support other members of staff via internal support line• Work closely with manager in the development of other team members• Gain the necessary business skills to take on a more challenging role