Cheridan Thomas

• Supported digital optimisation and onboarding of multiple business partners onto IAGs Enterprise Platform
• Collaborated with both internal and external stakeholders to develop and prioritize required scope items.
• Translated business requirements and prioritisation to ensure end product met business expectations
• Analysed business process gaps and technical problems, identifying root causes and developing robust solutions.
• Strong engagement with Risk, Compliance, Quality Assurance and Legal stakeholders to triage and risk accept existing issues, and identify/resolve upcoming issues prior to deployment.

• Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
• Directed business analysts in executing and delivering various tactical and strategic plans.
• Collaborated with internal and external senior leadership teams for successful release delivery
• Collaborated with internal and external stakeholders to define project objectives and criteria under tightly defined timelines.

• Supported onboarding with tailored coaching of new staff.
• Addressed customer complaints and mitigated dissatisfaction by employing appropriate and timely solutions.

During my time in Customer Care I was also able leverage prior leadership experience and second into Team Lead roles.

• Optimized schedules, forecasts and other tools to present to management.
• Managed real-time inbound call traffic across multiple contact center locations.
• Supported Crisis Management Plan in pulling additional resources from across the business during Cyclone Debbie.

• Facilitated onboarding and embedded coaching of new employees
• Completed Quality Assurance/Call Listening to support continuous improvement and identify training gaps/opportunities
• Led multiple teams through several change initiatives including the introduction and embedment of Closer.Braver.Faster and CGUs developing Rapid Repairer Network.

During my time as Senior Consultant I was also able to step into multiple seconded Team Lead roles.

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.