ERIKA GLEAVE
Cleveland,QLD
Summary
Results orientated Operations Manager with experience in streamlining Customer processes that drive positive change. Proven ability to implement process improvements and systems to improve efficiency. Implementation of employee onboarding process resulting in an increase in performance of 41% in average employees for the first three months. Implementation of Work health and Safety system. Capturing an increase in near misses by 68% and preventing injury and accidents.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
WorkCover QLD
01.2025 - Current
- Relationship manage a portfolio of industry-aligned customers and actively undertake relationship-building activities with key stakeholders
- Lead, coach and mentor a team to ensure that performance indicators and objectives are achieved, and the team is successfully managed through organisational change
- Provide guidance and support on statutory and common law claims management and premium issues
- Develop, encourage, and implement strategies for work practice improvements
- Manage customer feedback and escalations and provide feedback and coaching to team members
- Followed through with client requests to resolve problems.
Operations Manager
Classic Holidays Pty Ltd.
05.2015 - 04.2024
- Company Overview: Classic Holidays is a Body Corporate Management company that specialises in supporting Timeshare and Points members manage their holidays and resorts.
- Contact Centre Manager – directed a team of 15 plus employees, achieving 34% improvement in customer satisfaction rating.
- Implemented Ipayroll and Tanda and rolled out to all employees
- Implemented a Human Resource System, developed procedures and policies, and rolled out training sessions to all teams.
- Implemented an Onboarding process which integrated into Payroll and HR System.
- Created and presentation of Resort Budgets.
- Prepared and distributed quarterly and end-of-year board reports.
- Debt Collection and Hardship procedure manager
- Health & safety –responsible for Health & safety processes, site visits and Audits.
- Oversaw the integration of a new CRM system, Payroll, and accounts system.
- Setting of KPIs for resort management and contact centre, including Customer Satisfaction Score, administration deadlines and sales.
- Planning and organizing AGM’s, conferences and events.
- Classic Holidays is a Body Corporate Management company that specialises in supporting Timeshare and Points members manage their holidays and resorts.
Contact Centre Manager/People Manager
The Open University (OU)
10.2013 - 11.2014
- Management of the day-to-day operation of a multi-channel telephone, email and social media, digital student registration Contact Centre.
- Managed a team of 100 call centre agents achieving a 94% employee satisfaction rate and exceeding all performance targets set by the department.
- Implemented a reason code analysis system to understand calls and what we could do to improve results.
- Developed and implemented a customer service training program resulting in a 25% increase in first call resolution.
- Created a new outbound sales team to follow up enquiries as provided by the Marketing Team.
- Team Motivation – fostered an excellent team environment, encouraged open and honest communication.
- Created monthly “FUN” activities, included simple things as each team creating an Easter theme for their bank of desk, holiday location themes, Olympic countries.
- Conducted one to ones, which involved call listening and discussions.
- Organized and led staff orientation programs and training to promote collaboration.
Multi-Channel Service and Sales Leader
JD Sports Fashion
06.2012 - 08.2013
- Team leader of 24 full time equivalent team members over a 12-hour shift.
- Covering all fasciae of JD Sports Fashion Company.
- Driving performance and delivering sales targets.
- Management of a team of 48 customer service advisers answering on average 7500 calls, 4000 emails, 1000+ chats per week.
- Leadership of the Facebook, Twitter and Instagram Customer Service Team.
- Reviewing Contact Centre processes to ensure all were efficient and meeting customer expectation.
- Boosted team efficiency by 45% through training programs and staff support.
- Project Lead in the integration of a new Retail Outlet into the Contact Centre.
People and Customer Service Manager
Rochdale Council (RMBC)
07.2009 - 06.2013
- Company Overview: The customer service department managed all front-line services for the council including revenue, housing, adult care etc. It consisted of 12 centres throughout the region, the head office centre being the largest.
- Successfully reduced employee absence rate from 10.2FTE to 4.2Fte per year.
- Improved service levels from 35% to 67% through the introduction of product training and team motivational training.
- Achieved Service Level agreements the first time in 6 years, SLAs were at 24% we increased to the target of 80%.
- Recognised and developed new business opportunities for a new joint service centre increasing targets from $7,000 to $50,000 in the first 12 months.
- Focused and committed to improving the National One Stop Shop customer service satisfaction rate from 72% to 97% in 1 year.
- Achieved the Customer Service Excellence Award for 3 consecutive years.
- The customer service department managed all front-line services for the council including revenue, housing, adult care etc. It consisted of 12 centres throughout the region, the head office centre being the largest.
Skills
- Relationship building
- Time Management
- Communication
- Cultural Awareness
- Mentoring & Coaching
- Metric tracking
- Customer relationship management software (CRM)
- Workflow management
- Report preparation
- Continuous improvement
- Account management
- Regulatory compliance
Professional Development
- NZQA Level 4 in WHS
- SCAQ A100 Introduction to working in Strata
- Health & Wellbeing Certificate (in-house)
Timeline
Customer Service Manager
WorkCover QLD
01.2025 - Current
Operations Manager
Classic Holidays Pty Ltd.
05.2015 - 04.2024
Contact Centre Manager/People Manager
The Open University (OU)
10.2013 - 11.2014
Multi-Channel Service and Sales Leader
JD Sports Fashion
06.2012 - 08.2013
People and Customer Service Manager
Rochdale Council (RMBC)
07.2009 - 06.2013
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