Summary
Overview
Work History
Education
Skills
References
Additional Information
Timeline

CHANTELLE ZAHID

Sydney,NSW

Summary

I am a highly motivated Operational leader with a passion for people and customer.
I am driven by new challenges and making a positive difference to individuals and business visions with meaning and purpose.

I have extensive experience in leadership along with managing the continuous operation of a customer focused Contact Centre.
I have built a team from the ground up to drive the retention goals for the business whilst making a positive impact on customers in need.
I bring a wealth of knowledge and experience and in customer experience strategies and complaint management with a strong focus on impactful and empathetic conversations and interactions.

I am currently looking for a new challenge, an opportunity to continue to grow personally and professionally in a role where i can make a difference each and every day.

I have alot to offer with my life experience from a personal perspective as well as my professional experience. I am customer and people obsessed and truly believe that i can utilise the above to support a company in achieving their goals and more.

Overview

11
11
years of professional experience

Work History

Operations Manager

AIA
Sydney Olympic Park, NSW
12.2019 - 04.2023
  • Lead and supported multiple functions within team which included a Coach, two Customer Experience Specialists and 3 Support Specialist.
  • Managed overall business operations
  • Managed Workforce Planning outcomes for centre
  • Led Customer Experience Specialists to support Centre with complaint management
  • Led newly created role of Team Coach to support leaders, induction process and individuals within the centre
  • Supported and drove business objectives ensuring a more efficient working environment
  • Contributed to KPI Creation and implementation
  • Initiated changes in leadership training to support a more effective leadership team
  • Created leadership rotation model to improve employee engagement
  • Supported improvement of recruitment initiatives to reduce turnover
  • Created and implemented new processes to mitigate and reduce risk
  • Created and coordinated training for centre to improve customer experience outcomes
  • Coached team to be a support model to the centre
  • Created and supported multiple successful career development plans for my teams
  • Strong stakeholder management skills
  • Regular analysis of Voice of customer data to improve customer Experience scores
  • Led successful delivery of change management across the centre
  • Led delivery and training of multiple remediation's
  • Supported successful transition of life sale of business

Customer Retention Manager

CommInsure
01.2016 - 12.2019
  • Lead and coordinated multiple functions within the team
  • Creation and implementation of compliance and operational reporting for the team
  • Supported creation of retention strategy
  • Drove retention strategy campaigns and initiatives
  • Strong stakeholder management
  • Performed customer negotiations to reach fair conclusion for both the business and customer.
  • Created rules of engagement to support a more collaborative team
  • Analyzed customer feedback and developed new techniques to ensure customer retention.
  • Implemented and drove four productivity habits within team to improve customer experience and team productivity
  • Effective reviews of customer disputes to maintain customer satisfaction scores remained high
  • Reviewed completed work to verify consistency, quality and conformance.
  • Quality assurance to ensure compliance obligations were met and customer experience and outcomes were maximized.

Customer Service Team Manager

Comminsure
01.2015 - 01.2016
  • Lead team to deliver on strong customer and adviser experience
  • Coaching and trained team members to support achievement of all KPI's
  • Created process improvement implementations to deliver on a greater customer experience
  • Strong stakeholder management to deliver on business and customer outcomes
  • Monthly reporting on adviser experience and actions to improve
  • Quality assurance
  • Risk management and reporting

Support Specialist

CommInsure
Sydney Olympic Park, NSW
10.2013 - 12.2014

Customer Service Representative

CommInsure
Sydney Olympic Park , NSW
03.2012 - 10.2013

Education

Year 10 Certificate -

Terra Sancta College, Schofields, NSW
2002

Skills

Skills & Abilities

  • Customer experience
  • Influential communicator
  • Recruitment and onboarding
  • Complaint management
  • Stakeholder management
  • People management
  • Project management
  • Collaborative problem solving
  • Process improvement strategies
  • Staff training and development
  • Leadership team building
  • Understanding Customer Needs
  • Creative Problem Solving

References

References Available upon request.

Additional Information

  • Finalist in AusContact Team manager category 2017
  • Chosen for Elevate Women in Leadership Program 2021
  • 100% in My Manager People and Culture Results 2022
  • Created a Coaching/mentor program for the Customer Business 2023

Timeline

Operations Manager - AIA
12.2019 - 04.2023
Customer Retention Manager - CommInsure
01.2016 - 12.2019
Customer Service Team Manager - Comminsure
01.2015 - 01.2016
Support Specialist - CommInsure
10.2013 - 12.2014
Customer Service Representative - CommInsure
03.2012 - 10.2013
Terra Sancta College - Year 10 Certificate ,

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CHANTELLE ZAHID