Yvette Blades Email & Phone Number

Melbourne, VIC, AU

Docklands, Victoria, Australia

I’m currently leading the Customer Specialist Support Team at Transurban, which is made up of specialist advisors who handle both dispute resolution and hardship cases.

Docklands, Victoria, Australia

My role as a People Leader at Transurban has been one of my most rewarding to date. During my time in this position I managed multiple groups of Customer Service Officers servicing both our consumer and commercial markets, supporting them to not only meet their KPI’s, but also reach their development and career goals, as well as guide them through.

Docklands, Victoria, Australia

I was hired externally as a Subject Matter Expert (SME), based on my transferable customer service skills. My biggest initial challenge in the role was getting up to speed with our processes/procedures and building my product knowledge quickly and efficiently in order to effectively support my team in the role I was hired to do.I spent 50% of my time in.

South Yarra, Victoria, Australia

I ran the operations team at Web Marketing ROI which entailed helping to lead/manage a team of front-end developers, account managers, copywriters and UX designers to help deliver better customer experiences and better conversion rates for our clients (including many of Australia's leading brands across a variety of verticals).

South Yarra, Victoria, Australia

In my role as Customer Service Manager, I managed the client-facing/account management aspect of the business. My primary focus was ensuring that each of our valued clients were left with an experience that significantly exceeded their expectations - and that as a team, we wereconstantly measuring our customer satisfaction levels and our net promoter score.

ANZ Centre, Docklands, VIC.

In my role as Complaints Resolution Consultant, my main job was to address and resolve any complaints/issues raised by our customers. These were often problems which has been escalated 'up the chain of command', and we were considered to be the last point of contact before Ombudsman involvement.This was both a challenging and rewarding role, as it provided.

ANZ Direct, South Melbourne, VIC.

This role involved filling in for Team Leaders within the ANZ Direct call-centre on various occasions, due to absences caused by secondments, annual leave, sick days, off-site meetings etc.It afforded me an opportunity to work within a management role, focused primarily on the development and leadership of individuals within the organisation. This assisted.

ANZ Direct, South Melbourne, VIC.

This role was essentially as a 'credit card specialist', servicing and resolving complex credit card enquiries.This role involved taking more initiative and a higher level of personal accountability to assist customers with their enquiries. It required a much more detailed knowledge of how credit cards work, along with more specialised skills and product.

ANZ Direct, Mulgrave, VIC.

My first ever experience within the Banking/Finance sector, I started with ANZ as a Customer Service Consultant, servicing General Enquiries.My role was to resolve customer queries at a basic level, and direct those out of my scope to the correct specialist area. Most customer contacts spanned up to 2 minutes on average, teaching me the importance of.