Shani Hutchison Email & Phone Number

The COVID19 Contact Centre, or Tasmanian Public Health Hotline (TPHH) as publicly known, was an integral part of keeping the Tasmanian community updated with the latest Public Health advice and information in the state’s response to COVID-19.Responsible for monitoring and managing staff performance, and using data to effectively manage service delivery results for the TPHH during the pandemic, I worked to ensure that that service delivery standards were met on a consistent basis. Recommendations were provided to improve, whether it be support services, professional development or processes.Through collaboration with key stakeholders formed a business continuity plan in readiness for Tasmania’s borders opening, including moving to a soft phone solution for more flexible, innovative and hybrid ways of working; and also pivoting to a geographically dispersed set up.Working collaboratively with the Manager to identify and provide advice for service improvement initiatives, and leading the testing and implementation of new initiatives and projects, including ensuring procedural information is current and accurate.

Hobart, Tasmania, Australia

 Report to the Operations Manager and work in partnership with the Team Leader Group and other key offshore stakeholders Manage a Team Leader Group ensuring that the voice of the customer is heard whilst achieving KPIs and targets Support the Operations Manager in developing business plans and strategies Ensure business needs are exceeded and financial targets are met Drive the delivery of Customer Experience  Initiate change in line with business goals Proactively manage people, processes and results driving clear conversations and high employee engagement

Hobart, Tasmania, Australia

 Managing 5 teams (1 offshore, 5 onshore), 40 team members offshore, 75 frontline/5 leaders onshore Report to the Operations Manager and work in partnership with the Team Leader Group and other key offshore stakeholders Manage a Team Leader Group ensuring that the voice of the customer is heard whilst achieving KPIs and targets Support the Operations Manager in developing business plans and strategies Ensure business needs are exceeded and financial targets are met Drive the delivery of Customer Experience  Initiate change in line with business goals Proactively manage people, processes and results driving clear conversations and high employee engagement

Hobart, Tasmania, Australia

• Reporting to the Head of Hobart Operations, develops business plans/strategies in pursuit of operational excellence whilst ensuring business needs and targets are met• Lead, develop and mentor Team Leaders and their teams• Initiate change and facilitate innovation throughout the contact centre in line with business goals• Maximise people retention strategies through performance, recruitment, development and succession strategies• Align team and own attitude, behaviour and performance with Vodafone’s values and Leadership Standards• Think laterally in order to identify opportunities for improvement• Handle and resolve conflict in a positive and timely manner

Hobart, Tasmania

Experience leading in customer service, across both inbound and outbound functions in customer care, retentions, sales and account management teams in the telecommunications industry.Focussing on achieving maximum performance and driving continuous improvement to achieve excellence at every level.

Kingston, Tasmania, Australia