Open To Work
Belinda Moffatt
Glebe,NSW
Summary
A hardworking, motivated, fit individual looking for the opportunity to demonstrate my skills and experience while contributing to mutual business goals within a successful, reputable company. I have strong administrative, business and labourer skills. Demonstrated ability to remain calm under pressure and communicate effectively both in writing and in person. I am willing to work hard and show my strengths through any job that I am successful at securing. My strong work ethic can be illustrated by my ability to effectively meet strict KPI’s while utilising my strong knowledge of all OH&S practices within the workplace. Seeking a challenging and dynamic work environment where I can utilize my skills and continue to grow and develop.
Overview
9
9
years of professional experience
Work History
Qualitative Project Manager
Ekas Research
St Leonards, Australia
08.2018 - 08.2019
- Managed qualitative projects through entire project life cycle including all aspects of managing clients, partners and professionals and consumer sample
- Facilitated screening, scheduling and confirming of respondents for TDls, focus groups, in-person IDls, online qualitative interviews, etc. and ensuring all respondents are prepared according to client requirements.
- Provided regular updates and progress reports on recruitment status to meet client needs
- Proactively identified potential fielding concerns and identify issues when in field. Partnered with sales team members and operations staff to address issues and/or make recommendations to improve performance on research studies
- Provided guidance and mentoring to members of the Market Research Project Management team as needed
- Delivered projects to pre-determined budget, maintaining time parameters and quality standards
- Closely collaborated with project members to identify and quickly address problems
- Sourced additional resources and staff to meet timeline demands
- Updated operational methods, oversaw recruitment procedures, tracked information and compiled data to improve efficiency
- Analyzed product and process and provided actionable solutions including changes to processes, products or quality standards where warranted
Call Center Team Leader
Kantar Millward Brown
Mascot, Australia
03.2017 - 08.2018
- Coached team members regarding call strategy to effectively reach targets and foster customer retention.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Communicated frequently and openly to motivate team members and drive goal achievement.
- Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
- Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Monitored call volume, call length and other related metrics and consistently met objectives.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Evaluated staff performance and provided coaching to address inefficiencies.
Call Centre Operator
Combined Communications Network
Alexandria, Australia
11.2014 - 05.2015
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Delivered services to customer locations within specific timeframes.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Provided professional services and support in a dynamic work environment.
- Paid attention to detail while completing assignments.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Followed standard operating procedures when handling customer problems and complaints.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Processed debit and credit card and electronic check payments.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Call Center Representative
Woolcott Research
St Leonards, Australia
04.2010 - 03.2013
- Fieldwork management to clients and provided excellent customer service and support for clients while on site.
- Coordinated online, telephone, and in-person qualitative research.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Educated customers on product and service benefits, explaining features and answering questions.
- Provided information about available products and services, membership details, and purchase advantages.
- Set up appointments with interested customers according to schedule availability.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Overcame objections using friendly, persuasive strategies.
Education
Retail Certificate II -
Skills
- Relationship Management
- Professionalism & Integrity
- Leadership
- Analytical skills
- Diplomatic skills
- Logical reasoning
- Initiative
- Communication
- Influencing diverse groups
References
Upon request
Work Preference
Job Search Status
Open to workLocation Preference
On-SiteSalary Range
$45000/yr - $200000/yrTimeline
Qualitative Project Manager
Ekas Research
08.2018 - 08.2019
Call Center Team Leader
Kantar Millward Brown
03.2017 - 08.2018
Call Centre Operator
Combined Communications Network
11.2014 - 05.2015
Call Center Representative
Woolcott Research
04.2010 - 03.2013