Xavier Smith Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

- Reduced active open complaint volumes by 75% from 390 complaints at peak to an average of 90 complaints- Lead the Escalations and Complaint team who manage complaints across Australia & New Zealand which have been unresolved and escalated from the customer service team- Monitored the complaints and escalation workflow using a range of systems to ensure.

Melbourne, Victoria, Australia

- Increased the Merchant Administration team's Customer Satisfaction Score (CSAT) from 65% to 80%, within three months by conducting root cause analysis on historic CSAT responses- Resolved knowledge gaps in the existing team by conducting continuous coaching conversationsDocumented Standard Operational Procedures (SOPs) to ensure a consistent approach to.

Melbourne, Victoria, Australia

- Managing, motivating and developing staff providing customer services- Coaching staff and assisting call centre operators to resolve problems and customer inquiriesLiaising with other organisational units, service agents and customers to identify and respond to customer expectations- Developing and reviewing policies, programs and procedures concerning.

Melbourne, Victoria, Australia

- Managed inbound contacts from Afterpay customer and merchants- Provided advice on how to use Afterpay and driving self-service by educating customers on the processes to manage their accounts via the Afterpay app- Exercised discretion when adjusting customer’s payment schedules, advising them of the terms of good will adjustments to ensure that they can.

Melbourne, Australia

Melbourne, Australia