Sureya Downes Email & Phone Number

Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

The Voice of Customer (VOC) Platform Lead is responsible for delivering quality customer and reporting insights to all Medibank staff via the Maritz (survey) platform, and deliver key projects to continuously improve Net Provider Score (NPS) outcomes.• Conducted a total clean-up of the Maritz system align the teams within the correct hierarchy plus compiled a comprehensive Hierarchy pack for channel leaders to have as a reference. This helped with improved filtering and usability, and accurate reporting.• Created the Team Leader User Guide and FAQ (PowerPoint) packs for the Medibank intranet and knowledge hub which is easily accessible by staff and saved repetitively responding to emails with these FAQs.• Collaborated with the Operations Officer to design a new process for when people changed teams, outlining the steps they needed to take to engage each area of the business and the channels to go through, so that the systems talked to each other properly and ensure team alignment and accurate reporting. • Created an NPS page on MAX (internal knowledge hub) to look up policies and procedures – claims, item numbers. Worked with the MAX team to create the blurb and links for user guides and forms.

Melbourne, Victoria, Australia

Provided face to face assistance to new and existing customers at the Chadstone Medibank retail store.• Conducted on-site sales visits to corporate members to provide updated information, promote products and generate new business.• Trained retail staff on new initiatives and business modifications.

Melbourne, Victoria, Australia

• Advocated for customers in directly responding to surveys.• Managed social media communications through Twitter and Facebook.• Initiated policy and procedural change based on consumer feedback.• Resolved complex issues effectively under time constraints.• Forged accessible channels of communication within all areas of the business to achieve results.

Melbourne, Victoria, Australia

• Provided face to face customer service to new and existing customers at various retail stores.• Promoted products and generated new business.• Undertook higher duties including opening/closing of store and balancing of books.• Trained retail staff on new initiatives and business modifications, involving interstate travel.

Melbourne, Victoria, Australia

• Communicated effectively with customers from all backgrounds by phone and in writing.• Consistently achieved all KPI’s in both quality and service level.• Monitored quality and provided constructive support to call centre staff.• Worked on in-house projects to improve business functions.• Appointed Acting Team Leader at times which involved rostering, delegating and general staff management.