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 following: ▪ 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 ▪ Being innovative with incentivising staff to ensure engagement and performance ▪ Rostering in line with call volume forecasts ▪ Working and liaising with all areas of the company [Marketing, IT, Accounting] to ensure that business goals are considered and worked towards right from our frontline call centre staff ▪ Won ‘Employee of the Month’ for December 2016 as nominated by my peers for showing resilience and flexibility and for maintaining a positive attitude during a particularly challenging period

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 was done to ensure that sufficient focus was applied in these relevant areas and also to implement any changes required to ensure that we were always excelling at what we did and being the best we could be. I also took care of compiling the rosters each week to ensure agent coverage in accordance with the upcoming weeks’ forecasted call volumes. This included organising and tracking agent vacation and leave requests and liaising with our Workforce Manager to discuss rostering requirements. In addition to rostering for the upcoming weeks, I also made sure that each day, breaks were allocated for all agents to ensure agent coverage throughout the day and I recorded any exceptions from each agents’ schedule to manage our Adherence KPIs. During my tenure at Salmat, I successfully completed Certificate III in Customer Contact Solutions, Certificate IV in Frontline Management as well as having completed Tier 1 in RG 146.Some of my strengths are my ability to multi-task and carry out a diverse range of responsibilities and balancing the varied tasks I am given so as to ensure that all my duties are performed in a timely and effective manner. I have demonstrated that I am keen to take initiative and work collaboratively with other staff to make office processes as efficient as possible. I possess strong communication and interpersonal skills, am passionate about building and maintaining relationships with colleagues, and I put people at ease with my friendly and professional manner.

Sydney