Wayne Chun Email & Phone Number

Melbourne, Victoria, Australia

Strata Underwriter

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Auckland, New Zealand

Overlooked the daily operations of two client accounts (GoPro, Amex) in our Auckland based contact centre. - Responsible for the delivery of key metrics as defined in client contracts (service levels, NPS/CSAT, quality/compliance, AHT)- Implemented new coaching structures, and processes in alignment with global operating standards- Created engagement and reward programs for team managers, and frontline operators- Regular weekly, and monthly business reviews with key client personnel to discuss operational performance

Auckland, New Zealand

Utilised strong people management skills, and a proven coaching process to ensure maximum performance from my teams. This client in my role was a leading Australian general insurer. - Managed sales & service teams to exceed KPI's including sales conversion, sales volume, NPS, attendance, attrition, adherence, and employee satisfaction- Experienced in following a proven, highly structured coaching process that begins in root cause analysis, and ends in consistent follow up to ensure embedded behaviours and sustainable performance increase. - Highly active in creating engagement activities within my own team, and the workplace. This includes the creation of a wellness program, and a lead role in our most significant and effective rewards and recognition program. - Managed the OCP process for employees transition from training to BAU - Managed a rotating team of low-performing tenured agents