Bianca McCulloch

Motivated Business Operations Manager with comprehensive background in operational process improvement, strategic planning and team leadership. Highly skilled at building cross-functional teams, demonstrating exceptional communication skills, and making critical decisions during challenges. Successfully improved operational efficiencies, streamlined processes and increased profitability in previous roles.

• Future coach
• Emerging leaders program
• Snap coaching
• Peer support training and certificate with Uniting connections

• ZEA, Current, Head of Customer Experience and Business Operations Manager, Senior Leadership Team Member, Zea is a fast-paced e-commerce company that focuses on health and well-being. As a member of Zea's Senior Leadership Team, my role encompasses managing a consistent, high level of customer service and spearheading the development of the Customer Service department and the customer service and sales consultants. It is my responsibility to provide insights on customer-to-customer interactions, offer product support across the full range of product lines, manage customer complaints, and ensure the department runs efficiently and profitably. My efforts aim to increase customer satisfaction, loyalty, and retention., Ensuring high levels of customer service and development of the customer service department, Developing staff to meet and exceed KPI’s and Scorecard measures through effective coaching., Interviewing, onboarding, training and management of new customer service staff, Improving the overall customer experience and minimising churn, Providing customer support, Maintaining all customer service software, Provide product support to both B2C and B2B customers., Provide product training to customer service staff and wholesale customers., Provide insights on customer interactions., Working closely with marketing and operations to provide feedback, identify trends and reduce risk., Reporting key statistics and analytics, Drive sales and improve revenue to meet overall growth objectives., Increase customer satisfaction., Reduce complaints through problem identification, reporting issues and finding solutions., Implementation, roll out and training of IVR phone system., Implemented EOS strategy for the customer service team to ensure an aligned team and strengthen the department., Merged B2C and B2B customer service and created a more efficient and cost-effective customer service department., Implemented a reporting strategy to monitor overheads and reduce waste and unnecessary costs. This enables us to identify an issue early and make necessary adjustments to resolve the problem quickly., Organised and managed brand recognition and sales opportunities with NBL1 and other partners, Created and managed outbound sales sprints resulting in the highest company wholesale sales ever., Implemented, trained and rolled out live web chat., Implemented SMS response framework., Improved efficiencies while managing much higher volumes of work., Implemented upsell strategy resulting in double the sales from the previous year., Worked on face-to-face events such as brand recognition conferences and the mind body spirit festival
• World Vision Australia, 03/2019, 03/2022, Sales and Service Team Manager, To provide leadership to agents and to achieve and improve performance outcomes in accordance with KPI's. To ensure that the Contact Centre delivers a level of service that meets and exceeds the expectations of customers and work output targets., Drive sales performance, Develop staff to meet and exceed KPI’s and Scorecard measures through effective coaching, Manage Adherence and service levels, Analyse reports, shifting performance and changing behaviours through targeted coaching and performance and behavioural conversations, Managing outbound and inbound performance, Creating and training and coaching sales pitches and best practice procedures, Analyse statistics and compile accurate reports, Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment, Develop and maintain service procedures, policies and standards, Improve customer service experience, create engaged supporters and facilitate organic growth, Maintain an orderly workflow according to priorities, Recommend process & system improvements, Sales (c-spon) target met for the first time in over 10 years, Reduction in ACW and AHT across the board resulting in cost savings and a more efficient team, Managed the team through the COVID-19 crisis with minimal impact to results, Created the employee engagement team and worked with other leaders to fundraise for things such as the pool table, contact centre Christmas party and other engagement activities and prizes, Created reporting framework for a more user-friendly and tailored coaching approach, Identified internal talent and mentored and assisted in the development of future leader/ senior consultants, Identified and audited potential risk and costs associated with staff leave input and implemented procedures to mitigate potential future risk, Changed sales and service team model to be more people-focused, reduced task resulting in the saving of time, effort and cost, Changed behaviours relating to adherence and shrinkage
• AGL, 01/2015, 03/2019, High Value + Resolutions Team Leader and Real-time manager, To provide leadership to agents and to achieve and improve performance outcomes in accordance with KPI’s. To ensure that the Contact Centre delivers a level of service that meets and exceeds the expectations of customers and work output targets. To manage high levels of call volumes across multiple sites to ensure service levels are met., To drive sales performance, To develop staff to meet and exceed KPI’s and Scorecard measures through effective coaching, Ensure that High-Value agent’s action workpieces in accordance with deadlines and provide an exceptional level of service to high profile customer base, To foster effective relationships with other business units to ensure the success of business initiatives, To analyse results and performance and determine strategies to improve performance, Identify opportunities to leverage technology, processes, resources and initiatives to improve service delivery and productivity and maintain Best Practices to improve/increase the overall capability of Customer Solutions, Provide effective and efficient change management practices and outcomes that are flexible and responsive to changing business requirements, Identify and implement appropriate coaching and training and ensure succession planning and development planning is in place; maximize the efficiency of resource utilization and increase multi-skilling opportunities, To handle manager escalations, Building and maintaining business relationships, Managing workflow, Managing real-time call flow, Highest team sales contribution nationally for four months running, Winner of 2016 and 2018 Leadership team engagement Award, Winner of 2017 Team leader award, Nominee for 2016 Team Leader Award – recognition of commitment, reliability, integrity and accountability in a leadership role and a strong contribution to shaping a culture of high achievement, success, and unity., Strengthened engagement and capability of established teams through coaching, mentoring and team-building exercises to improve performance across all KPI’s
• Power direct, 01/2014, 01/2015, Sales and customer resolutions agent, Customer service, Problem-solving, Sales, Dispute resolution, Interventions, Retention, After 12 months, demonstrating the ability to achieve and exceed targets and KPI’s I was promoted to Team Leader with the parent company (AGL)

Available on request

Representative and development basketball coach