Tina Prasatzis Email & Phone Number

Melbourne, Victoria, Australia

Australia

East Melbourne, Victoria, Australia

Melbourne, Australia

Richmond

720 Bourke Place Docklands

Medibank is Australias largest Private Health Insurer offering better health solutions to over 3 million members. Our portfolio of products extends to travel and pet insurance solutions. We offer expert advice on matching products to suit our customers at all life stages whilst enabling our staff through empowerment,coaching and development. We respect diversity and foster an inclusive workplace environment. A leadership role that reports into the GM of the Contact Centers. The responsibilities of this role are to deliver on performance targets, continuous improvement and business outcomes for the Overseas Portfolio, Hospital and Provider Network and Corporate subsidized market. Tactical solutions also need to be delivered to align with the broader contact center objectives. Accountable for ensuring the deliver of all relevant NPS targets, continuous improvement strategies that improve the customer experience for Medibank members and the Provider Network.Responsibilities:- Coaching and development of Front Line Staff and team leaders.- Build leadership capability,with current team leaders, through regular coaching and development. - Monitor unplanned absence and attrition and implement plans to improve attendance and retention.- identify future talent and implement tactical solutions to retain valuable staff- Built a brand new team and let the transition of the Overseas Service operating model to Melbourne.-Implement a new post call survey framework with the Provider Network.- Ensure all quality and compliance obligations are met.- Implemented continuous improvement strategies for front line teams (complaints and escalation framework) to improve the customer experience and reduce benefit leakage..

720 Bourke Place Docklands

A leadership role reporting to the GM Contact Centers. This role is responsible for the daily operational performance outcomes of the teams servicing the provider network.Responsibilities:- Managed the daily operational performance of two teams.-Responsible for the performance outcomes and development of Team Leaders and Front Line Staff.-Developed and implemented a cross functional team broadening scope and talent of staff.-Identified future talent and implemented plans to develop staff.-Responded to staff engagement surveys in a timely manner introducing initiatives that drive empowerment of staff whilst improving the customer experience.- Ensuring the channel has engagement strategies in place to reduce staff attrition and unplanned absence.

720 Bourke Place Docklands

This position reported directly into the GM Contact Centers.A pilot program was implemented for the recruitment and on boarding of new staff within the first 3 months of probation. Responsibilities:- Involved on a project to build a pilot training program for new recruits.- Responsible for the recruitment and on boarding of new team during the test and learn phase of the project.-Leadership and development of Leaders and the ongoing daily operational management of the team ensuring business objectives are being met. -Continuous improvement strategies and constant " pulse checks" are an important part of any pilot program ensuring measures of success are being monitored and action taken where appropriate.

700 Collins Street Docklands

Team Leader of a B2B inbound team responsible for servicing Hospitals, Medical and Ancillary providers in the treatment of Medibank members.Responsibilities:-Daily operational management of team performance, quality and compliance outcomes.-Regular coaching, training and development of staff to improve the customer experience.-Transition team through change implementation.-Engage the broader stakeholder group around strategies to improve the claims experience for both members and the wider provider network.-Develop strategies to improve engagement and retention of staff.- Transform team into a multi skilled channel able to support the broader contact center performance.- Identify and implement continuous improvement strategies that focus on positive customer experience outcomes.

700 Collins Street Docklands

Reported into the Contact Center Manager as a Team Leader of a front line team.Responsibilities:-Managed a front line team against organisational scorecard metrics and agreed business outcomes.-Implemented a quality framework for the broader contact center to improve the customer experience.-Ongoing recruitment and development of Front Line and Quality staff.

700 Collins Street Docklands

Reported into the GM Corporate Clients.Responsibilities:-development of on boarding strategies for new corporate clients.-coordinated on boarding of new clients through engagement with key internal and external stakeholders.

Melbourne, Florida Area

Led a team of disputes resolutions agents responsible for the end to end management of customer complaints.Managed front line staff taking inbound sales and service inquiries.Responsibilities:-implemented systems to improve turnaround times on resolving complaints inquiries.-Root cause analysis was mandatory as part of this role along with strategies to reduce future complaints.-Education of contact center to build skills and experience on complaints management.

Diploma Of Management

Project Management People Management Managing Change in the work place. Continuous Improvement.

Bachelor Of Applied Science (B.A.Sc.), Chemistry

Bachelor of Science

Training Fascilitation

Train the Trainer ( Accredited)

Medicinal And Pharmaceutical Chemistry

English, Applied Maths, Physics , Chemistry, Greek