Emily (Avery) Littlechild
Darra,QLD
Summary
Enthusiastic and detail-oriented professional with passion for organizational efficiency and team collaboration. Possesses strong skills in office management and coordination, including proficiency in scheduling and project management. Dedicated to driving operational success and fostering positive work environment.
Overview
3
3
years of professional experience
Work History
Team Leader
Probe CX
01.2023 - 11.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Kept detailed records of progress and outliers through spreadsheets and organised agent files.
- Reported and presented data monthly to operations and centre managers to target opportunities and skill gaps within the company.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
National Complaints and Escalations Associate
Probe CX
04.2022 - 01.2023
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Demonstrated exceptional time management skills, consistently meeting deadlines for resolving complaints and reporting on complaint trends.
- Coordinated with members of parliament to assist constituents and resolve escalations.
- Trained new Complaints Officers on company policies and procedures, ensuring consistent service quality across the team.
Call Center Representative
Probe CX
11.2021 - 04.2022
- Managed high call volumes (minimum of 30 calls per day) while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Skills
- Teamwork and Collaboration
- Attention to Detail
- People Management
- Work Planning and Prioritization
- Documentation And Reporting
- Performance Improvement
- Goal Setting
- Complaint resolution
- Shift Scheduling
- Evaluating Employee Work
Timeline
Team Leader
Probe CX
01.2023 - 11.2024
National Complaints and Escalations Associate
Probe CX
04.2022 - 01.2023
Call Center Representative
Probe CX
11.2021 - 04.2022
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