Christee Smillie
Boolaroo
Summary
Dedicated and detail-oriented professional with a proven track record of success in leadership roles. Strong interpersonal and communication skills with a passion for customer service and technology. Experienced in team motivation, data analysis, and performance coaching. Possesses excellent organizational and time management abilities. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
20
20
years of professional experience
Work History
Team Leader
Shannons
06.2018 - Current
- Motivate and inspire team for peak performance
- Oversee Newcastle development and growth
- Analyse trends and draw up Sales with Passion from Tableau data
- Coaching for performance and call calibrations
- Manage Verint implementation for scheduling and adherence
- Analyse Tableau reports for successful scorecards
- Manage OPS payroll and training schedules
- Order equipment and uniforms
- Represent Shannons Newcastle in site consolidation and refurbishment
- Implementing procedures
- Facilitate training and changes.
Customer Value Leader
Suncorp
02.2018 - 06.2018
- Motivate and inspire team for peak performance
- Guide team through business changes
- Performance management and talent profiling
- Coaching for performance and call calibrations
- Manage Verint implementation for scheduling and adherence
- Analyse Tableau reports for successful scorecards
- Foster effective communication between stakeholders
- Implement initiatives for a positive department culture.
Customer Value Support Officer
Suncorp - AAMI
07.2016 - 02.2018
- Support Manager, Customer Value Leader, and Contact Centre Manager
- Coordinate with WFP for staff and customer outcomes
- Order office equipment, update files, and communicate WFP updates
- Contribute to POW and deliver Team KRA results
- Provide technical support and handle facilities issues
- Assist in onboarding new recruits.
Senior Support Coach
Suncorp - AAMI
03.2014 - 01.2016
- Plan, monitor reports, and identify areas for improvement
- Drive results for individuals, teams, and the department
- Fill in for Team leaders in their absence
- Develop effective coaching material and create stand-ups.
Consultant
Suncorp - AAMI
11.2010 - 03.2014
- Understand product disclosure statements for various insurance products
- Build customer rapport and meet KRA's
- Sales of AAMI's range of insurance products.
Senior
Arvato (American Express)
03.2008 - 06.2010
- Mentor staff, take escalated calls, and train staff
- Discuss account-specific information with clients
- Report to office manager and meet targets/objectives
- Plan banking events.
Collection Agent
Lion Finance
06.2007 - 03.2008
- Organize own accounts and communicate with clients
- Meet targets and help clients make budgets
- Prioritize workload and work in a team.
Room Leader
Kids Korner Tuggerah
01.2005 - 05.2007
- Program activities and record observations
- Supervise children and staff
- Open and close the centre
- Perform cleaning duties.
Coordinator
Fennell Bay OOSH care of YMCA
09.2004 - 01.2005
- Organize staff, program activities, and manage paperwork
- Take fees and facilitate parent and child interaction
- Run day-to-day operations of the centre.
Authorized Supervisor
Karrawong Kindy
03.2004 - 08.2004
- Manage staff and children
- Handle fees and registrations
- Ensure adherence to regulations and guidelines
- Interact with special needs children.
Education
Mentum UNSW
2024
Data Visualisation
Mentum UNSW
2024
Cert IV in Insurance
ANZIF
Prosci Change Management
PROSCI
2023
Suncorp (Internal)
Lead II Course
Maximus International
2019
Leadership Smash: Lifting Performance
Suncorp (Internal)
2018
Foundations of Firstline Leadership
Maximus Internal
2017
Teir 2 Personal Advice
Kaplan
2017
Suncorp (Internal)
2015
Diploma in Community Based Services – Children' Se
TAFE NSW
Belmont, NSW2001
Skills
- Data story telling
- Data presentation
- Data Analytics
- Exceptional interpersonal communication
- Staff training/development
- Efficient in Excel
- Teamwork and Collaboration
- Problem-Solving
Personal Information
- Date of Birth: 06/02/79
- Nationality: Australian
- Marital Status: Married
References
- Stephen Will, Contact Centre Manager, Shannons, 0414924415
- Steven Farmer, Business Development Manager, 0421952637
Hobbies and Interests
Walking, horse riding, reading, camping, and spending time with the family.
Timeline
Team Leader
Shannons
06.2018 - Current
Customer Value Leader
Suncorp
02.2018 - 06.2018
Customer Value Support Officer
Suncorp - AAMI
07.2016 - 02.2018
Senior Support Coach
Suncorp - AAMI
03.2014 - 01.2016
Consultant
Suncorp - AAMI
11.2010 - 03.2014
Senior
Arvato (American Express)
03.2008 - 06.2010
Collection Agent
Lion Finance
06.2007 - 03.2008
Room Leader
Kids Korner Tuggerah
01.2005 - 05.2007
Coordinator
Fennell Bay OOSH care of YMCA
09.2004 - 01.2005
Authorized Supervisor
Karrawong Kindy
03.2004 - 08.2004
Mentum UNSW
Data Visualisation
Mentum UNSW
Cert IV in Insurance
ANZIF
Prosci Change Management
PROSCI
Suncorp (Internal)
Lead II Course
Maximus International
Leadership Smash: Lifting Performance
Suncorp (Internal)
Foundations of Firstline Leadership
Maximus Internal
Teir 2 Personal Advice
Kaplan
Suncorp (Internal)
Diploma in Community Based Services – Children' Se
TAFE NSW
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