Sue Sharp Email & Phone Number

Hawthorn East, Vic, Au

Hawthorn East, Vic, Au

Melbourne, Victoria, Australia

Working with the Solar team on generating more leads internally and supporting day to day processes.Completed the GSES Solar Power System Fundamentals training.

Melbourne, Victoria, Australia

Supporting the operation functions withing the Proposition team.

Melbourne, Victoria, Australia

Support with day to day operations for the Green Transport team, ranging for research to administrational documentation.

Melbourne, Victoria, Australia

Supporting the operations team with onboarding of customers and assisting existing customers.

Melbourne, Australia

Providing support to managers across Energy Australia to embed the Connect Coaching framework, methodology and capability.Providing coaching, mentoring and ongoing support to effectively embed behaviours form the methodology and framework. Working with Leaders to identify opportunities in coaching capabilities of Team Managers and adding extra support to bridge the gap and improve the coaching experience.

Melbourne, Australia

Worked with Manager providing tailored coaching and support to ensure KPI’s are met and the best service was provided to customers.Analyse and report on effectiveness and efficiency of the training process and propose recommendations when required.

Worked with and developed Team Leaders coaching capabilities improving their interactions with consultants across 5 different departments. Introduced a framework across the Inbound function to reduce Average Handling Time while maintaining customer service standards. Introduced NPS into the contact centre and used this data to influence change. Created and introduced a Home Loan Leads framework increasing profitability to the bank.

Melbourne, Australia

Partnered with Team Leaders to improve team performance through coaching strategies. Analyse data to provide insights for development opportunities/root causes to improve service. Worked with the Collections and Fraud departments. Introduced a Customer Experience model into the Fraud department and created a monitoring framework to measure results.

Melbourne, Australia

Lead, coached and developed a team to achieve performance and quality targets. Managed sales targets in Insurance to meet KPI's. Led the implementation of a new coaching document across two sites to improve coaching interactions.

Melbourne, Australia

Lead across Credit Card and Personal Loan Collections Training Academy. Provided intensive coaching and training to improve new hires collection capabilities. Developed training presentations for follow up training sessions. Conducted assessment centres including presenting, interviewing and conducted role plays.

Melbourne, Australia

Developed and coached a team of Inbound collections consultants. Conducted one on one's, monitored calls monthly to ensure compliance and customer experience was met. Managed customer escalations, rostering and KPI's across the function.

Melbourne, Australia

Managed an outbound team collecting from early to late stage in Personal Loans. Managed multiple campaigns ensuring all daily measures were met. Conducted one on one's, training and mentoring for all team members.

Melbourne, Australia

Led a team that ensured all Broker customers were welcomed to the bank and that their account opening and new Home Loan experience was of a high standard. Managed all complaints and ensured they were managed in a timely manner. Set KPI's and conducted monthly one on one's.