Bianca Jurakic
Brisbane,QLD
Summary
Results-driven and customer satisfaction Implementation Manager with expertise in project management, process optimisation, and cross-functional team leadership. Known for high productivity and efficient task completion, I excel in communication, problem-solving, and adaptability to ensure successful project outcomes and client satisfaction. Proven track record of thriving in fast-paced environments, collaborating with diverse teams, and adapting quickly to dynamic situations. Passionate about continuous learning and expanding my expertise, I integrate seamlessly into various settings and am committed to delivering excellence.
Overview
11
11
years of professional experience
Work History
Implementation Manager
Unity4
Sydney
08.2018 - Current
- Work closely with Unity4 Sales teams and partners to scope, design, and implement the solution for new customers and prospects.
- Ascertain ongoing needs and requirements of the customers and identify growth opportunities through consultation and ongoing communication.
- Assist customers to design and develop solutions. Areas include routing requirements, process management, reporting needs, data requirements, speech analytics, workforce management and integration to 3rd party systems.
- Develop build specifications for all aspects of the solution developed in a manner suitable
- for implementation by the Operations and IT Group.
- Act as a key point of contact for assigned clients’ portfolios and facilitate meetings, quarterly and yearly reviews.
- Provide onsite support for go-live/launch, including training staff of Agents, Team Leaders, Trainers/ Coaches and other Stakeholders.
- Conduct post-implementation review with internal stakeholders and clients to measure project delivery/performance.
- Ensure the customer is well informed of the status of any project related activity through ongoing verbal and written communication.
- Perform statistical analysis and utilise data mining, modelling, and testing techniques to enable data analysis and data driven decision making. Communicate results to a wide range of stakeholders, advise on appropriate use of data for different purposes and contexts to enable requirements to be satisfied.
Sales Team Manager
NRMA
Sydney Olympic Park, NSW
04.2013 - 08.2018
- Work closely with senior managers and key stakeholders to ensure that all business needs and customer service representatives’ needs are met within a constantly changing and competitive market.
- Onboarding of new staff members, conducting screening and interviews for new potential staff members.
- Conducting end-to-end customer service and sales training for new starters.
- Training and consult coaching, learning development programs created by myself to ensure that sales targets and KPI’s are met.
- Ensuring all KPIs are met, carrying out one on one and dealing with any performance issues.
- Training all new and existing representatives on campaigns, clinchers, selling techniques and objection handling to ensure staff are adhering to the member-centric goals of NRMA.
- Running daily team meetings to assess the results and set out targets and incentives for the day/week.
- Using a workforce planning system (TCS) for rostering purposes and staff management.
- Successfully maintained a strong and positive floor presence and undertook continuous team motivation and on the spot training to overcome any call issues
- Liaising with external clients, conducting calibration sessions and consistently reporting on the progress of the team to my manager.
Education
High School Diploma -
Holroyd High School
SydneySkills
- Relationship Building
- People Leadership
- Change Management
- Coaching and Training
- Data-Driven Decision Making
- Data Analytics
- Budget Management
- Creative Problem Solving
- Project Leadership
- Interpersonal Skills
- Written Communication
- Effective Communication
Languages
Croatian
Native/ Bilingual
Timeline
Implementation Manager
Unity4
08.2018 - Current
Sales Team Manager
NRMA
04.2013 - 08.2018
High School Diploma -
Holroyd High School
Similar Profiles
Emma MorrisEmma Morris
Telesales Agent at Unity4 Contact CentreTelesales Agent at Unity4 Contact Centre
Nicholas LechowskiNicholas Lechowski
AO2 Project Support Officer at Queensland Health DepartmentAO2 Project Support Officer at Queensland Health Department
Kira WardKira Ward
Assistant Customer Service Manager at WoolworthsAssistant Customer Service Manager at Woolworths