Cheryl-Lee Brockhurst
Brisbane,QLD
Summary
I'm a results-oriented individual with a strong passion for fostering a positive work culture and maximizing employee engagement. I'm often described by my peers as extremely approachable and have been recognized for empowering individuals to achieve their full potential and drive organisational success. I'm actively involved in the EXL influencer working group, leveraging insights from staff to identify trends and provide valuable feedback to management on areas of improvement, to drive employee engagement. I'm an analytical and driven thinker, constantly seeking opportunities to optimize team performance and achieve ambitious goals. Committed to upholding core values of integrity, collaboration, and continuous growth while inspiring others to excel.
Overview
25
25
years of professional experience
Work History
Team Leader
Smart Service Queensland
10.2021 - Current
- Built strong relationships with customers through positive attitude and attentive response.
- Implemented new working processes to deliver multiple improvements.
- Supported business development and customer service.
- Led team of up to 20 members while providing exceptional customer service.
- Conducted training and mentored team members to promote productivity and commitment to customer service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Customer Service Representative
Smart Service Queensland
07.2011 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Defused volatile customer situations calmly and courteously.
- Managed high call volume with tact and professionalism
- Assisted with floor walking to help train staff in new services.
- Assisted on Covid Help desk where I provided quick and efficient peer support, ensuring customers were given accurate information. I actively identified trends and collaborated with our content and leadership team to ensure information on Government websites matched our communication and content, promoting great customer experience.
Education
Diploma of Management - Business Management
Yeronga Tafe
Yeronga01.1999
Skills
- Analytical Thinking
- Overseeing Daily Activities
- Attention to Detail
- Verbal and Written Communication
- Evaluating Employee Work
- Coaching and Mentoring
- Continuous Professional Improvement
- Performance Evaluations
- Leading Team Meetings
- Able to adapt leadership styles to match needs of individuals
- Monitor workflow through Workforce planning tools
- Technical Support
- People Management
- Teamwork and Collaboration
Accomplishments
- · EXL Influencer and facilitator of site social club.
- · Above and Beyond Awards 2023 - Highly commended Culture category.
- · Above and Beyond Awards 2023 -Highly commended in Leadership category.
- · Successful in securing a Team Leader succession plan. This has led to back filling leadership roles since October 2021 - Current.
- · Finalist 2022 Auscontact Awards - Customer Service Professional.
- · Nominated as a Customer Service Professional at the 2017 and 2022 Auscontact Awards.
- · Worked as a team member on the Covid help desk assisting my peers to navigate content and locate relevant information to resolve customer enquiries quickly. Communicated trends or patterns identified on calls to assist with content changes and improve customer experience.
- · I initiated the Voice of Customer project to collect and analyze customer feedback more effectively. As a Customer Service Advisor (CSA), I noticed that only a small fraction of our calls were evaluated by the Quality Advisors, and many valuable insights from our customers were missed. I proposed to add a new feature to our content management tool that would allow CSAs to submit customer feedback in a standardized form to the Quality Advisor team. This helped us listen to our customers better and share their input with our agency partners. It helped us improve our service delivery and drive a more positive customer experience.
- · Trained as a coach with my current organisation and was responsible for mentoring and helping fellow team members develop the skills required to achieve their KPIs.
Additional Information
Referees: Varun Kewal & Maree Matthews Smart service Qld.
Phone 0400 702 209
Timeline
Team Leader
Smart Service Queensland
10.2021 - Current
Customer Service Representative
Smart Service Queensland
07.2011 - Current
Diploma of Management - Business Management
Yeronga Tafe
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