Burke Sharon Email & Phone Number

Melbourne, Australia

Coaching and developing staff members, creating development plans for consultants on a monthly basis to meet KPI's, liaise with stakeholders with creating a new portal for mismatched data. Conduct team meetings every week to engage and motivate staff to meet company objectives. Drive continuous improvement throughout the team across processes and procedures. Management of escalations and implement and oversee day to day operations blended inbound and outbound environment. Establish and maintain… Show more Coaching and developing staff members, creating development plans for consultants on a monthly basis to meet KPI's, liaise with stakeholders with creating a new portal for mismatched data. Conduct team meetings every week to engage and motivate staff to meet company objectives. Drive continuous improvement throughout the team across processes and procedures. Management of escalations and implement and oversee day to day operations blended inbound and outbound environment. Establish and maintain strong customer relationships. Evaluate call quality and provide feedback to consultants. Accountability for safety and wellbeing of team members. Show less

Melbourne, Australia

• Coach and develop staff members• Perform monthly development plans for 15 consultants• Ensuring all employees have appropriate training skills and knowledge to deliver exceptional customer service• Give feedback and liaise with stakeholders • Drive continuous improvement throughout the team across processes and procedures including implementation of new initiatives• Management of escalations• Establish and maintain strong customer relationships• Accountability for… Show more • Coach and develop staff members• Perform monthly development plans for 15 consultants• Ensuring all employees have appropriate training skills and knowledge to deliver exceptional customer service• Give feedback and liaise with stakeholders • Drive continuous improvement throughout the team across processes and procedures including implementation of new initiatives• Management of escalations• Establish and maintain strong customer relationships• Accountability for safety and wellbeing of team members• Implement and oversee day to day operations blended inbound/outbound environment• Assist with development of new portal• Admin tasks approving timesheets, sick leave and annual leave • Provide data and monitor to ensure consultants meet KPI’s• Conduct team meetings every week to discuss and engage and motivate consultants to meet company objectives• Contribute to leadership meetings on a fortnightly basis• Ensure I have 100% of evaluations completed on call quality and provide feedback to consultants• Assist Centre Manger with conducting interviews both internal and externallyAccomplishments• Assisted with creation of web portal which enabled agents to contact the correct customers which minimised brand damage for breach of privacy.• Reduced customer hold time by an average of 20 seconds by utilising work force management system and creating a blended roster• Employee Opinion Survey (EOS) for my team had one of the largest engagement score increases in the entire company for 2013. Recognition letter from CEO David Thodey.• Introduced simplified sales techniques which increased my teams performance by more than 50% - all agents received a “significantly exceeded” (which is highest scorecard rating). No team had achieved this result previously.• Received an award for assisting my peers with Team Leader Development Program as a senior leader took on the task of mentoring my colleagues around behavioural and performance management. Show less

Melbourne, Australia

• Coach and develop 24 consultants• Monitor call queues to ensure our customers are not waiting• Liaise with employment agencies Dorothy Farmer and Chandler McLeod and provide feedback on consultants performance• Ensure consultants meet KPI’s and adhere to schedules and monitor performance• Admin duties which include approving timesheets• Attend leadership meetings and provide data the Reception Teams performanceAccomplishmentsChange management to create a… Show more • Coach and develop 24 consultants• Monitor call queues to ensure our customers are not waiting• Liaise with employment agencies Dorothy Farmer and Chandler McLeod and provide feedback on consultants performance• Ensure consultants meet KPI’s and adhere to schedules and monitor performance• Admin duties which include approving timesheets• Attend leadership meetings and provide data the Reception Teams performanceAccomplishmentsChange management to create a harmonious environment with a diversified work force (agency staff, long term Telstra employees) Show less

Mulgrave

• Taking inbound calls and place orders for Myer Direct catalogue• Assisting with setting up of Sydney Olympics catalogue• Worked on the AFL footy store website• Data entry • Admin office duties relieving of reception area• Assisting with paginating christmas catalogue• Help merchandisers with setting up and packing up of stock every month for the product room where consultants can check out sizes of merchandise and provide feedback to customers• Debt collection from… Show more • Taking inbound calls and place orders for Myer Direct catalogue• Assisting with setting up of Sydney Olympics catalogue• Worked on the AFL footy store website• Data entry • Admin office duties relieving of reception area• Assisting with paginating christmas catalogue• Help merchandisers with setting up and packing up of stock every month for the product room where consultants can check out sizes of merchandise and provide feedback to customers• Debt collection from advertisers for outstanding accounts• Matching up of samples sent from suppliers to have ready for photographers before a new catalogue is shot• Liaising with warehouse with regards to returned products that were faulty or customer did not likeAccomplishmentsAssisted with setting up a product room full of merchandise for consultants to view and assist customers with enquiries which increased sales Show less