Alissa McConnell
Cleveland
Summary
Professional leader with proven ability to drive team success and adapt to changing needs. Strong focus on collaboration, communication, and achieving results. Expertise in project management, conflict resolution, and performance optimization. Reliable and flexible, always ready to support and inspire team members.
Overview
6
6
years of professional experience
Work History
Team Manager
RACQ
01.2024 - Current
- Managed a remote team of 12 consultants from Jan 2024 to May 2024 whilst living in Canberra
- Managing an onsite team of 14 consultants currently, consultant ranging from 15 years on tenure to new-starters who joined the company last month
- Responsible for the coaching, one on ones and call reviews for all consultants each month
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Member Engagement Support Specialist
RACQ
08.2023 - 01.2024
- Assisted frontline staff, providing support and guidance whilst they navigate a call
- Handled escalated complaint calls for frontline staff, providing quick solutions to members
- Continued relief managing through the Leadership Development Program
Contact Center Consultant
RACQ
11.2021 - 08.2023
- Answering incoming calls assisting with policy sales, general enquiries and quotations for insurance products and roadside assistance
- Handling member objections, providing first call resolution
- Meeting quarterly KPIs
- Stepped up into mentoring the new-starters, walking them through calls start to finish, observing their calls and providing support and guidance
- Stepped up into the leadership development program, relief managing teams end of July 2023
Receptionist and Office Assistant
Nicholsons Solicitors
09.2020 - 11.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
Junior Office Assistant
Nicholsons Solicitors
02.2019 - 09.2020
- Collaborated with team to maintain physical files and collated documents for briefs
- Out of office clerical duties, settlement banking, lodgements at titles office and filing documents in court
Education
Commissioner For Declarations -
TAFE QLD
QLD08.2021
Year 12 Certificate -
Carmel College
Thornlands, QLD2018
Skills
- Member experience focused
- Staff development
- Performance coaching
- Operational excellence
- Employee engagement
- Teamwork and collaboration
Timeline
Team Manager
RACQ
01.2024 - Current
Member Engagement Support Specialist
RACQ
08.2023 - 01.2024
Contact Center Consultant
RACQ
11.2021 - 08.2023
Receptionist and Office Assistant
Nicholsons Solicitors
09.2020 - 11.2021
Junior Office Assistant
Nicholsons Solicitors
02.2019 - 09.2020
Commissioner For Declarations -
TAFE QLD
Year 12 Certificate -
Carmel College
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