Sumita C. Email & Phone Number

Melbourne, Australia

Sydney, Australia

• As a Call Centre Manager, I managed two customer service teams – one based here in Sydney and another based in Auckland, New Zealand and report directly to the COO. My role included [but was not limited to] the.
• Implementing new processes and structures to manage, measure and review individual and team performance
• Recruiting new talent – interviewed and trained new staff
• Liaising with external clients to ensure processes such as medical assessments and emergency assistance for customers are seamless and provide an exceptional customer journey
• Adopting new internal admin programs and working closely with IT to ensure business objectives are catered for when developing the new admin program
• Creating training videos for all staff to utilise to learn how to navigate and use the new admin system

North Sydney

As a Team Leader for Panasonic, I managed a team of over 20 team members. A major part of my role as a Team Leader was to coach and develop the agents in my team to achieve their targets and goals within the centre. Discussing areas of opportunity, targets achieved, reporting on and analysing customer feedback and meeting with our clients on a weekly basis.

Sydney