Summary
Overview
Work History
Skills
Timeline
Generic

CASS QUAIL-GATES

Schofields

Summary

Knowledgeable and dedicated professional with extensive experience in the Contact Centre industry, including QA, Training, Management, and Compliance. Solid team player with an outgoing, positive demeanour and proven skills in establishing rapport with clients and colleagues. Specialist in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Executive Care Advisor

Menulog
11.2024 - Current
  • Handled complex Customer/Partner escalations from Senior Leadership, including managing reputational and financial risks against the business.
  • Was main point of contact for offshore team for escalated assistance - providing guidance on legal and financial documentation requirements.
  • SME for Critical Query enquiries - handling issues such as physical/verbal assault, property damage, and regulatory threats including Fair Trade and ACCC. Managed customer data deletion requests in line with Privacy and Data Protection Legislation.
  • Worked with Legal team to handle Police and Government enquiries, including information access requests
  • Collected detailed notes on investigations and other communication to adhere to legal requirements and enhance recordkeeping.
  • Created policy to handle expired Liquor Licenses to ensure regulatory requirements were met.
  • Addressed a wide range of high risk courier-related incidents impacting Menulog’s reputation or operations, including
    accidents, threats, and policy violations.
  • Courier Appeals: Conducting investigations when deactivation decisions
    have been appealed by couriers, including making outbound phone calls
    and completing appropriate documentation, ensuring that all decisions made were in line with Gig Worker legislation.
  • Stepped in as Interim TL, managing a team of 12. Providing coaching and feedback to direct reports and Offshore BPO to ensure quality. Created reporting on team performance for SLT review.
  • Collaborated with Continuous Improvement team to implement process changes and managed documentation and communication of changes.

Specialist Customer Care

Menulog
11.2023 - 11.2024
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Was SME for change of ownership enquiries for restaurant partners, collaborating with Sales, Onboarding, and Finance to ensure Partners were correctly managed.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Facilitated a three week training course to onboard 12 new agents into the Specialist Customer Care team, training them on decision making and complex queries.

Customer Solutions Specialist

Menulog
10.2021 - 11.2023
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responsible for completing Onboarding Training for a group of 11 new agents into Solutions - completing a 4 week training program as head trainer.
  • Involved in ongoing Process Improvement initiatives, such as the Solutions Fridge refresh - main writer of all refreshed and newly created articles.
  • Responsible for actioning of admin tasks with potential financial impact to the business, including Invoicing, PayPal disputes, and Critical Query resolution.

Customer Success Specialist

Dental Monitoring
03.2021 - 09.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Liaised between account holders and various departments.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled clinical requests relating to AI improvements.

Training Facilitator

Datacom Connect
04.2020 - 02.2021
  • Company Overview: Datacom – North Ryde, NSW
  • Created and administered assessments designed for the end to end training timeline, including up to hand-over to Operations.
  • Documented class activities, including attendance, participation and assessment outcomes, and provided feedback to Leaders.
  • Gathered feedback from team and department leaders to devise new training materials targeted at current needs.
  • Compiled and created training handbook, facilitators guide, and related course materials.
  • Gathered data about course success and participant experiences to help with future course planning.
  • Responsible for trainee’s initial and ongoing Quality Assessments, up to hand-over to Operations, including completing assessments for agents.
  • Involved in reworking training materials to complete virtual delivery for multiple training groups numbering 200+ advisors in each, trimming down course content from 3 week delivery to 7 day delivery.
  • Identified and address new and developing trends in line with content updates from client.
  • Datacom – North Ryde, NSW

Floor Coach / Quality Assessor

Datacom Connect
09.2019 - 03.2020
  • Company Overview: Datacom – North Ryde, NSW
  • Networked with key stakeholders to ensure quick and open lines of communication.
  • Boosted team productivity and efficiency by leveraging top-notch coaching and content knowledge abilities.
  • Assisted established management staff with operational oversight, business development, and process improvement strategies.
  • Trained and directed new employees in resource management tool use, conflict resolution, and data entry practices.
  • Completed Quality Assessments for multiple different work types, including Telephony and Non-Telephony Processing work.
  • Reviewed completed Quality Assessments as part of appeal processes to provide new insight.
  • Participated in and led calibration sessions when training Non-Telephony Quality Assessments.
  • Implemented coaching models such as the GROW and SMART models with advisors.
  • Identified and addressed concerns that posed high risk to the business, both in regards to knowledge gaps and behavioural issues.
  • Key member of specialised task force created to address and resolve potential training gaps due to content overhaul, including organising large scale training sessions in a limited timeframe and providing follow up coaching based off advisor performance.
  • Datacom – North Ryde, NSW

Team Leader

Datacom Connect
07.2018 - 12.2019
  • Company Overview: North Ryde, NSW
  • Facilitated performance management for team members through daily coaching and regular performance appraisals.
  • Provided constructive criticism regarding quality assurance on collections team phone calls.
  • Implemented Action Plans and Personal Improvement Plans with advisors when high risk behaviours identified.
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching goals.
  • Initiated timely response to emails, voicemails and written correspondence.
  • Led a team of 20 members while providing exceptional customer service and meeting all required KPIs consistently.
  • Managed personal governance responsibilities.
  • North Ryde, NSW

Senior Customer Service Representative

Datacom Connect
01.2019 - 08.2019
  • Company Overview: North Ryde, NSW
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Handed complex debt management cases, ensuring best outcome for clients and company.
  • Managed 30-50 calls per day, including non-telephony processing cases.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • North Ryde, NSW

Customer Service Representative

Datacom Connect
06.2017 - 06.2018
  • Company Overview: North Ryde, NSW
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • North Ryde, NSW

Skills

  • Employee coaching and mentoring
  • Data Analysis and Data Report Creation
  • Policy and Process Creation, Improvement, and Documentation
  • Quality Assurance
  • Training Facilitation and Training Material Creation
  • Complex Enquiry Inestigation, Management and Resolution
  • First Aid and Fire Warden Trained
  • Dual UK and Australian Citizen

Timeline

Executive Care Advisor

Menulog
11.2024 - Current

Specialist Customer Care

Menulog
11.2023 - 11.2024

Customer Solutions Specialist

Menulog
10.2021 - 11.2023

Customer Success Specialist

Dental Monitoring
03.2021 - 09.2021

Training Facilitator

Datacom Connect
04.2020 - 02.2021

Floor Coach / Quality Assessor

Datacom Connect
09.2019 - 03.2020

Senior Customer Service Representative

Datacom Connect
01.2019 - 08.2019

Team Leader

Datacom Connect
07.2018 - 12.2019

Customer Service Representative

Datacom Connect
06.2017 - 06.2018

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