Alana Hayes
Ropes Crossing,NSW
Summary
I am a highly organised, independent and self-motivated professional with over 20 years of experience in the customer service industry. I have spent the past 10 years with Lite n Easy which I have gone from a contact centre consultant to national training Co Ordinator. Alongside training of both new and current employees, I have also been involved with additional projects that have been conducted by management. I have been proactive in sharing my knowledge and skills with all I work with, this is something I very much enjoy.
Overview
25
25
years of professional experience
1
1
Certification
Work History
National Training Co Ordinator
Lite n Easy
01.2024 - Current
- Creating and coordinating training documents for ongoing knowledge improvement and enhancement of performance.
- Creating and delivery of all new induction training.
- Maintain and regularly review induction content, ensuring all information is accurate and up to date.
- Preparation of all workbooks, certificates and tracking induction of all new team members.
- Development of training around the release of new meals, new seasonal menus and system changes.
- Identify and implement new processes and procedures to improve efficiency.
- Support implementation of learning and development programs.
- Maintain a register for all consultants that have completed training and allocate certificates.
- Create time tables for new employee inductions.
- Collect and record information for training feedback forms.
- Managing online knowledge database.
- Monitor the national skills matrix.
- Conduct call audits for all teams.
- Monitor & respond to social media interactions.
National call centre consultant
Lite n Easy
01.2015 - 01.2024
- Answering high volume calls with customer orders, complaints and general information.
- NDIS and home care package service.
- Maintaining customer details.
- Processing and following up on complaints, while achieving the best outcome for the customer and the company.
- Provide customer service over multiple platforms, phone, emails and live chat.
- Working and maintaining KPIs.
- Liasing with other departments on projects.
- Assist with training of new employees.
- Creating and delivering training documents.
- Assist with coaching of team members.
- Taking escalated calls, listening to complaint calls.
- Team leader relief.
Competition convener
Western Australian Oztag
01.2014 - 12.2014
- Organised competition between clubs.
- Set up, pack down of fields, ensure safe playing fields.
- Organised referees, officials and rostering.
- Registration of players and teams.
- Updating competition ladder, draws and statistics.
Bar staff
Rockingham sharks rugby league club
01.2012 - 12.2014
- Provide responsible service of alcohol.
- Customer service.
- Cash handing.
- Set up and clean bar areas.
- Restock drink cabinets.
Customer service officer – customer resolutions team
Westpac Banking Corporation
01.2006 - 12.2009
- Company Overview: International division
- Providing a high standard of customer service mainly over the telephone.
- Providing service to both internal and external customers.
- Apart of the high value customer team.
- Negotiate foreign exchange rates.
- Investigation of foreign transactions.
- Preparing foreign transactions.
- Help desk support.
- Receive and resolve customer complaints within timeframes via telephone or email.
- Meeting call and sales targets.
- International division
Customer service officer -Head Teller
Westpac Banking Corporation
01.2002 - 12.2006
- Company Overview: Branch network
- Providing a high standard of customer service.
- Cash handling and balancing.
- Preparing orders.
- ATM custodian.
- Treasury custodian.
- Business custodian.
- Meeting sales targets.
- Organizing team members.
- Apart of the relief service team for 12 months.
- Recommending products to customers.
- Working with other departments and referring customers.
- Maintaining sales targets.
- Branch network
Drama Teacher
C&R Lee dance Academy, Impact Dance, YMCA
01.2000 - 12.2005
- Lesson planning.
- Delivery of lessons.
- Report writing.
- Collaborating with other teams for end of year productions.
- Booking of venues.
Education
Drama Teacher
C&R Lee dance Academy, Impact Dance, YMCA
01.2005
Skills
- Training development
- Employee onboarding
- Document management
- Process improvement
- KPI tracking
- Customer service
- Team collaboration
- Time management
- Coaching others
- Feedback collection
- Flexible schedule
- Telephone etiquette
- Resource management
- Social media sites
Certification
Intermediate Excel, Nexacu, 11/01/23
Timeline
National Training Co Ordinator
Lite n Easy
01.2024 - Current
National call centre consultant
Lite n Easy
01.2015 - 01.2024
Competition convener
Western Australian Oztag
01.2014 - 12.2014
Bar staff
Rockingham sharks rugby league club
01.2012 - 12.2014
Customer service officer – customer resolutions team
Westpac Banking Corporation
01.2006 - 12.2009
Customer service officer -Head Teller
Westpac Banking Corporation
01.2002 - 12.2006
Drama Teacher
C&R Lee dance Academy, Impact Dance, YMCA
01.2000 - 12.2005
Drama Teacher
C&R Lee dance Academy, Impact Dance, YMCA
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