Sunil Ram

National Induction Program:

Successfully developed and implemented a structured induction program for new starters, ensuring a smooth onboarding experience and alignment with organizational values, policies, and compliance requirements.

Ad-hoc Operational Training:

Led the design and delivery of targeted operational training for existing staff, collaborating closely with Operations Managers and Change Managers to identify training needs based on software updates, procedural changes, and legislative requirements.

Training Collateral Maintenance:

Proficient in maintaining and updating training materials and knowledge management portals to ensure all resources remain current and easily accessible.

Trainer Upskilling:

Upskilled and coached existing trainers, enhancing their facilitation and assessment skills through development programs and one-on-one coaching sessions.

Assessment Process Design:

Designed assessment processes for new and existing staff, incorporating various evaluation methods to ensure competency and improve performance.

RG146 Learner Administration:

Managed and reported on the progress of RG146 learners, ensuring adherence to regulatory standards while tracking learner achievements.

Soft Skills Training:

Developed and delivered modules focused on essential soft skills, such as customer service and effective communication strategies, fostering a customer-centric culture within the organization.

Instructional Collaboration:

Collaborated with Instructional Designers to create and update engaging online learning modules, leveraging technology to enhance the training experience.

Demonstrated ability to drive continuous improvement in training effectiveness and learner engagement, contributing to organizational success and employee development.

Responsible for the initial and ongoing training and development for all staff in the AustralianSuper WA contact centre.

Training coordination- Dealing with internal and external stakeholders for implementation and ongoing coordination of all training including various Cert 3 Nationally Recognised Qualifications.

Induction training- 4 week in class including corporate induction, generic/legislative superannuation product knowledge and soft skills (contact centre specific)

New Starter ‘Nursery’- involves management and development of new employees for up to 2 months until integration into contact centre post initial training.

Upskilling- Additional training for existing staff ranging from superannuation pension, employer and ASX300 skill sets.

Additional training as required depending on campaigns, changes in legislation, new or amended products and processes.

Coaching and on-going support of contact centre staff including implementation and development plans

Part of the WA contact centre leadership team and managing up to 16 contact centre employees

Monitor and ensure the team meet KRAs in line with the contract centre performance targets and strategic initiatives.

Mentoring/developing staff of varying tenure, skills and goals

• Implementing and coaching plans and performance improvement plans
• Addressing internal/personal areas of concern raised by members of the team (rostering, payroll, team conflict, leave)
• Call monitoring and quality evaluations
• Motivate the team to maintain service excellence in a high pressure environment
• Facilitate and run team meetings
• Co-ordinate the resolution of customer escalations and complaints

Duties involved taking a range of inbound calls with varying skill sets:

• Member Enquiries- Dealing with existing or potential customers of AustralianSuper, queries would range from very basic account maintenance questions to complex tax, investment and insurance questions or problems
• Employer Enquiries- Dealing with existing or potential employers regarding making payments to AustralianSuper members, general account maintenance, legislation and investigations
• ASX300 Enquiries- Dealing with certain members of AustralianSuper who have chosen to trade their superannuation on the ASX300
• Queries varied from basic platform navigation to complex share trading issues and investigations
• Pension Enquiries- Dealing with existing or potential pension AustralianSuper pension account holders, queries would range from basic payment changes to complex tax and legislation issues and investigations

• Accounts/Billing- Receiving inbound calls regarding existing customer accounts and queries such as:
• Invoice extensions, payments, credits/refunds, billing adjustments, closures/account suspensions and liaising with third party debt collection agencies
• Provisioning- Involves dealing with wholesalers daily with regards to establishing new voice/broadband account connections; scheduling technician visits
• Being the first point of contact for customers dealing with on-going faults and issues involving iiNet or third party technicians, dealing with hardware wholesale suppliers and logistics companies
• Providing support to staff from all departments with regards to customer queries and issues
• Customer Service- Providing a high level of customer service for all iiNet clients with regards to a wide range of issues
• Receiving inbound sales calls for new and existing customers, prompting account upgrades when new and suitable products become available

• Team leader/Supervisor- Compiling team rosters and leave requests, implementing performance management strategies and individual sales target methods for team members
• Delegation of daily duties and staff roles to team members
• Participating in weekly sales meetings with upper management and logistics companies
• Rectification of internal staff based errors and arrangement of staff education and training days
• Sales- Receiving and processing orders from existing customers via phone, email and fax
• Communicating with various clients regarding new products and promotions
• Organizing sales representative meetings with potential and existing clients
• Ensuring daily sales quota and targets are maintained
• Liaising with marketing department to arrange sponsorship for corporate and charity events
• Administration/Customer Service- Maintaining communication with logistics companies in order to ensure adequate stock levels and monitoring delivery schedules
• Processing payments and invoices and other daily banking duties
• Monitoring inbox and responding to customer issues and queries in a timely manner
• Compiling weekly sales and stock level data spreadsheets