Amanda Fox
Springmount,QLD
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
36
36
years of professional experience
Work History
Team Leader, Easy Living
Allianz Partners
07.2010 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Devised and implemented processes and procedures to streamline operations.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Workforce Planner
Spiritus Community Care Services
05.2008 - 06.2010
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Prepared and maintained reports, dashboards and monthly packages.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Fostered positive work environment through comprehensive employee relations program.
Contact Centre Team Leader
Interbill
02.2007 - 04.2008
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Podiarty Administrator
Flexi Care Inc.
05.1998 - 02.2007
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Maintained personnel records and updated internal databases to support document management.
- Collected, validated, and distributed information to employees.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Entered and maintained departmental records in company database.
- Completed forms and reports to facilitate admission, transfer or discharge.
- Managed company schedule to coordinate calendar and arrange travel.
Customer Service Assistant Supervisor
K&S Freighters
05.1992 - 05.1998
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Created, prepared, and delivered reports to various departments.
Data Entry Operator
FH Transport Group
01.1988 - 04.1992
- Completed data entry tasks with accuracy and efficiency.
- Maintained files, records and chronologies of entry activities.
- Scanned documents and saved in database to keep records of essential organizational information.
- Corrected data entry errors to prevent duplication or data degradation.
Education
High School Diploma -
Corinda State High School
Corinda, QLD12.1987
Skills
- Key Performance Indicators (KPI)
- Daily Workflow Improvement
- Safety Processes
- Quality Standards
- Staff Training
- Leading Team Meetings
- Continuous Professional Improvement
- Conflict Resolution
- Performance Evaluations
- Leadership
- Shift Checklists
- Volunteer Tasking
- Client Support
- Attention to Detail
- Coaching and Mentoring
- Teamwork and Collaboration
Timeline
Team Leader, Easy Living
Allianz Partners
07.2010 - Current
Workforce Planner
Spiritus Community Care Services
05.2008 - 06.2010
Contact Centre Team Leader
Interbill
02.2007 - 04.2008
Podiarty Administrator
Flexi Care Inc.
05.1998 - 02.2007
Customer Service Assistant Supervisor
K&S Freighters
05.1992 - 05.1998
Data Entry Operator
FH Transport Group
01.1988 - 04.1992
High School Diploma -
Corinda State High School
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