PROFESSIONAL PROFILE
An experienced Manager and Senior Coach with proven record of successfully leading and managing contact centre operations in Domestic as well as Regional set-up.
Assertive manager with strong aptitude to develop and lead highly effective teams; possess outstanding motivational abilities to facilitate attainment of strategic goals as well as manage behavioural aspects of the Team.
KEY COMPETENCIES
Leadership
A leader who leverage on the experience and skills of employee at all levels of an organisation to create high energy, innovative, result driven and a positive work environment.
Customer Care
Able to establish long-term relationships with internal and external customers through collaborative approach.
Project Management
A proven capacity to meet deadlines and business deliverables for complex projects involving diverse stakeholders and complex environment for large scale domestic and regional clients.
Data Analysis
Analysing and monitoring data both in domestic and regional business from multiple data streams, including SQL, Access and Excel data sources. Identifying quantitative information and interact effectively with team, colleagues and Leadership Team.
Quality Management
The ability to identify improvement areas and design processes to maximise efficiency/ productivity; championed process improvements that resulted in cost reduction, productivity enhancement & quality-based delivery.
Training and Development
Developed and implemented organisation specific training programs in a domestic and regional sites through traditional and technological means.
Managing Performance
The ability to take responsibility for performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly through One on One coaching and In The Game Feedback.
Workforce Management
Monitoring for conformance to resource management processes and procedures, including staffing, scheduling, training, Real Time queue monitoring and working closely with the WFM Team virtually.
CAREER HIGHLIGHTS
Asurion Australia
AMT Group Senior Store Manager
Choice Force Assistant Channel Marketing Manager
Allphones Store Manager
Phone Guys
Posted: 18 April 2019
Location: Melbourne, VIC
Professional area:
PROFESSIONAL PROFILE
An experienced Manager and Senior Coach with proven record of successfully leading and managing contact centre operations in Domestic as well as Regional set-up.
Assertive manager with strong aptitude to develop and lead highly effective teams; possess outstanding motivational abilities to facilitate attainment of strategic goals as well as manage behavioural aspects of the Team.
KEY COMPETENCIES
Leadership
A leader who leverage on the experience and skills of employee at all levels of an organisation to create high energy, innovative, result driven and a positive work environment.
Customer Care
Able to establish long-term relationships with internal and external customers through collaborative approach.
Project Management
A proven capacity to meet deadlines and business deliverables for complex projects involving diverse stakeholders and complex environment for large scale domestic and regional clients.
Data Analysis
Analysing and monitoring data both in domestic and regional business from multiple data streams, including SQL, Access and Excel data sources. Identifying quantitative information and interact effectively with team, colleagues and Leadership Team.
Quality Management
The ability to identify improvement areas and design processes to maximise efficiency/ productivity; championed process improvements that resulted in cost reduction, productivity enhancement & quality-based delivery.
Training and Development
Developed and implemented organisation specific training programs in a domestic and regional sites through traditional and technological means.
Managing Performance
The ability to take responsibility for performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly through One on One coaching and In The Game Feedback.
Workforce Management
Monitoring for conformance to resource management processes and procedures, including staffing, scheduling, training, Real Time queue monitoring and working closely with the WFM Team virtually.
CAREER HIGHLIGHTS
Asurion Australia
AMT Group Senior Store Manager
Choice Force Assistant Channel Marketing Manager
Allphones Store Manager
Phone Guys