Elly Simpson

• Developed employee skills development guidelines to deliver best-in-class customer experience.
• Promoted client retention through the delivery of outstanding service experiences tailored to individual preferences and needs.
• Cultivated strong relationships with clients by delivering personalized attention and addressing unique needs.
• Provided exceptional support during high call volume periods, maintaining a calm demeanor and professional attitude throughout each interaction.
• Reduced customer complaints by proactively identifying recurring issues and implementing lasting solutions.
• Collaborated with other departments to ensure seamless coordination in addressing cross-functional challenges faced by customers.
• Guided team members with clear directions, timelines and feedback.
• Assisted in the rollout of a new CRM system, leading training sessions for team members and ensuring seamless implementation.
• Reviewed new technology and vendor needs and provided resolutions.
• Managed escalated calls from customers with complex issues, resolving problems efficiently while maintaining composure under pressure.
• Implemented new training programs for junior customer service officers, leading to improved performance levels.
• Enhanced customer satisfaction by consistently providing prompt and accurate resolutions to inquiries and concerns.
• Reviewed internal ticketing system daily to prioritize workload effectively while ensuring timely assistance for all customers.
• Built strong relationships with field operations team to support business development opportunities and improve service.
• Investigated and resolved customer inquiries and complaints quickly.
• Met customer call guidelines for service levels, handle time and productivity.
• Sought ways to improve processes and services provided.

Key Achievements

ü Answered the highest number of calls within the Crown Lands Call Centre (2015)

ü Updated three years’ worth of outstanding Reserve customer requests through the Crown Reserve Reporting System, this meant all backlog was cleared and any new customer requests that would be received could be actioned and responded to immediately

ü Positive feedback received from multiple Crown Land Offices around the state regarding the service and standard of work that I provided

ü Led the project management of the Crown Reserves Reporting System for three years

ü Created a User Guide and facilitated training with 16 staff members on the Crown Reserve Reporting System.

Responsibilities and Outcomes

· Strong experience gained in all aspects of administration within Crown Lands

· Experience in developing Ministerial Briefings in preparation for gazetting by their due dates, this involves prioritising my work to ensure that all deadlines are met

· Processing of monthly Business Centre invoices, including data entry, data processing and liaising with external stakeholders and the Accounts Payable Team

· Provision of timely, efficient and effective customer service for internal and external customers during employment within the Call Centre, with issues ranging from simple to complex

· Experience in working with and assisting colleagues; contributing to a cohesive team environment

· Testing and implementation of new computer functions and assisting in improving the Crown Land Information database

· Managing the multiple Crown Land electronic inboxes

· Facilitating training, mentoring, coaching and supporting staff working within the Crown Lands Call Centre

· Managing all aspects of the Crown Reserves Reporting System, including drafting and organising all correspondence to Reserve Trust Managers, facilitating staff training, data verification, ensuring data integrity and providing ongoing customer assistance to Reserve Trust Managers.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

Key Achievements

ü Successfully coordinated the statewide Crown Lands Call Centre to maintain productivity during a period with increased staff leave and absences.

ü Accepted increased responsibility in acting in the role of Supervisor Reserves & Communications whilst still completing the day-to-day administrative responsibilities associated with my underlying position as a Business Services Officer.

Responsibilities and Outcomes

• Managed, rostered and facilitated training for staff within the Crown Lands Call Centre, organising staff telephone rosters, monitored work performance, identifying individual’s strengths and providing feedback on areas for improvement
• Allocating work to staff and ensuring that staff potential was maximized through ongoing professional development and training
• Assisting staff within the Reserves Team in Dubbo and Crown Lands Offices throughout the state with complex Reserve tasks. This allowed me to use my problem-solving skills, investigate the issue/task on hand and come up with a solution
• Resolving complex Call Centre customer issues, being the point of contact for staff to transfer any irate callers to
• Reviewed and updated the Crown Lands Call Centre Frequently Asked Questions Guide
• Communicating and negotiating with Crown Lands Offices to resolve and address outstanding customer enquiries, ensuring that customer service is the top priority

· Managing the multiple Crown Land electronic inboxes

Administrative role, supporting and working closely with the Executive Team. Tasks included coordinating meetings and travel arrangements for over 40 staff, welcoming and assisting customers who entered the branch, developing correspondence, reconciling banking and delivering general customer service to clients both on the phone and via email. Financial experience involved the processing of timesheets/payroll for 40 staff and processing Accounts Payable and Receivable for the branch.