Candice Gleeson
LOGANLEA,QLD
Summary
Astute Call Center professional with over 15 years experience offering outstanding communication skills, problem solving and critical thinking. A collaborative leader with dedication to partnering with coworkers to promote an engaged, empowering work culture that is inclusive to all. An encouraging manager with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
22
22
years of professional experience
Work History
Contact Center Team Leader
13cabs
05.2022 - Current
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Implemented training programs to maximise team member development and potential.
- Trained and supervised team of 21 agents focused on inbound calls and back of house work to provide quality customer service.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintain knowledge of processes and procedures.
- Maintain working relationships with internal and external stakeholders.
- Rostering/Real time analysis work to ensure best coverage.
- Attendance Awareness/Return to work meetings
- Cultivated positive, productive team environments, resolving conflicts quickly.
Contact Center Team Leader
Australia Post
11.2016 - 05.2022
- High critical thinking and communication skills both verbal and written
- Trained and supervised team of 15 agents focused on inbound calls as well as live chat and social media methods to provide quality customer service.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Evaluated customer service staff performance and provided constructive feedback.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Trained new personnel regarding company operations, policies and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained staff on operating procedures and company services.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- 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.
- Assisted in training, motivating and coaching team members to meet required center goals.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Resolved over 80 customer issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management
- Able to work from home autonomously and lead remotely.
- Scheduling and rostering to ensure coverage for customer volume across different contact methods
Care Person
Private Care
09.2013 - 10.2016
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Assisted patients with self-administered medications.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
- Entrusted to handle confidential and sensitive situations in professional matter.
Client Business Manager
Larissa Bright Australia
09.2011 - 03.2013
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Directed sales support staff in administrative tasks to help sales reps close deals.
Contact Center Representative
APIA, Australian Pensioners Insurance Agency
01.2009 - 09.2011
- Responded to customer calls and emails to answer questions about products and services.
- Addressed complex issues by scheduling repair appointments.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- PS146 Accreditation (insurance personal advice)
- Reached out to customers to offer assistance with account and service issues, as well as propose new insurance choices.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Described product highlights and benefits to help guide purchasing decisions.
- Following privacy legislation as well as adhering to marketing and insurance Laws/guidelines.
- Resolved over 55 customer issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management
Contact Center Agent
Centrelink
01.2008 - 01.2009
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Followed standard operating procedures when handling customer problems and complaints.
- Answered over 50 calls per shift to meet fast-paced call center demands
Contact Center Specialist
Telstra – Call Centre
03.2002 - 01.2008
- Identifying coaching opportunities by completing side by sides, remote listening and provided feedback.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Achieved high satisfaction rating through proactive first-call resolutions of customer issues.
- Answered over 80 calls per shift to meet fast-paced call center demands.
Education
Certificate I - First Aid
Alpha First Aid
Brisbane, QLD2021
Certificate III - Customer Engagement
Institute of Advanced Business Studies
Clyde North, VIC11.2017
Certificate I - Keyboarding – Techniques And Operations
Barrier Reef Institute of TAFE
Townsville, QLD10.2001
High School Diploma -
St Margaret Mary’s College
Townsville, QLD11.2000
Skills
- Call Center Operations
- Inbound Calls, Livechat and social media management
- Critical Thinking and Problem-Solving Skills
- Productivity Management
- Training and Development
- Verbal and Written Communication
- Staff Guidance and Mentoring
- Contact Center Software - Verint, Genesys, Cisco/WebEx, SAP, Salesforce
- Performance Monitoring and Improvement
- Providing Customer Support
- Investigations and Resolutions
- Microsoft Office
Additional Information
- Driver’s License: , Current Open Manual License
Timeline
Contact Center Team Leader
13cabs
05.2022 - Current
Contact Center Team Leader
Australia Post
11.2016 - 05.2022
Care Person
Private Care
09.2013 - 10.2016
Client Business Manager
Larissa Bright Australia
09.2011 - 03.2013
Contact Center Representative
APIA, Australian Pensioners Insurance Agency
01.2009 - 09.2011
Contact Center Agent
Centrelink
01.2008 - 01.2009
Contact Center Specialist
Telstra – Call Centre
03.2002 - 01.2008
Certificate I - First Aid
Alpha First Aid
Certificate III - Customer Engagement
Institute of Advanced Business Studies
Certificate I - Keyboarding – Techniques And Operations
Barrier Reef Institute of TAFE
High School Diploma -
St Margaret Mary’s College
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