Frances KalisoqO
Darwin
Summary
Dynamic and results-driven professional with over 10 years of experience in customer service leadership, excelling in diverse environments, including government and private sectors. Renowned for optimizing operational efficiency, resolving complex issues, and driving customer satisfaction through innovative strategies and team empowerment. Skilled in stakeholder engagement, process improvement, and cross-functional collaboration, with a strong ability to adapt and excel in new challenges. Passionate about delivering exceptional service, fostering professional growth, and contributing to organizational success through strategic thinking and a customer-centric approach.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Sportsbet
01.2022 - Current
- Identified key steps and process to update within the contact centre through knowledge and experience.
- Setting of Agent goals and leadership goals, along with team plan for the year to deliver for next year.
- Supported external customer facing teams with events out of state.
- Proactive to ensure that Sportsbet was aligned with overall industry practices.
- Compliance overhaul of data to ensure that these were transferred from an unprotected site to a more secure system.
- Championed key changes within the contact centre.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Call Centre Team Leader
The Fono
03.2020 - 12.2021
- Provided information and advice to COO / PSM on call centre and other developments within the scope of my position of activities and interest that may have an influence on The Fono strategies or plans or ability to meet its goals
- Managed all Social Media enquiries and also website enquiries along with initial training for Call Centre Team
- Covid-19 response team over the phones from assisting booking appointments and food parcel requests with outlined clear processes
- Reviewed trends and developments in sectors to help build the call centre
- Market intelligence on competition and best practice
- Initial and develop new ways of communication with patients and internally
- Handle complex and escalated customer service issues
- Monitor accuracy of reporting and data base information
- Monthly one-on-one coaching with staff members, working towards meeting call centre quality requirements
- Development of quality programme to properly monitor staff performance
- Building of Knowledge base to ensure that information is stored to keep a track of all the information that staff members will need to know
Project Support
The Fono Pacific Local Vaccination Centre, Vaccination Centre - Westgate
04.2021 - 05.2021
- Screening of temporary staff to work at the centre from doctors to nurses and ensuring that they have the relevant qualification
- Initiated organisation of training for new system and also ensured that training is provided to joining team members existing and on-boarding of new members.
- Managing of bookings for larger groups and liaising with site lead to ensure that the team have all the necessary access to sites during Covid testing.
- Greeting and loading of patient information to be vaccinated
- Observation admin with a RN Nurse to monitor patients already vaccinated
- Reviewed project materials and deliverables for adherence to methodologies and procedures
- Liaised with Marketing to ensure relevant information was created to be shared on socials and through our communities about Covid.
- Content creation through Covid to assist Marketing.
Executive Assistant
Starship Foundation, Grafton - Auckland, CBD
09.2019 - 12.2019
- Manage CE calendar
- Proactively keep CE informed of all important and relevant information
- Seek out relevant information if required
- Disseminate information to the appropriate audience accurately and in a timely manner
- Assist CE with the preparation of reports, presentations, pitch documents and other communications
- Collate and organize data and information to support presentations and other communications - Understand and priorities important relationships - Be point of contact between Board and the CE
- Be the point of contact between CE and the SF Team
- Be point of contact between Starship Child Health and CE
- Identify opportunities for continuous improvement of systems, processes and ways of working to maximise CE efficiency and impact
- Support CEO on key projects
- Executive support to the senior leadership Team, through travel arrangements, booking meetings and coordinate these with calendars
- Manage arrangements to all board meeting through booking dates, arranging venue and diet requirements also minutes and dissemination of minutes and actions points after the meeting
- Updated executives on changing business needs by thoroughly documenting internal and client meetings
- Managed administrative functions, including complex calendar management with focus on proper allocation of executive availability
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations
Customer Service and Business Support Manager
Phytomed Medicinal Herbs LTD
08.2018 - 09.2019
- Develop, maintain and implement the Company’s Customer Service Plan for Kiwiherb products in New Zealand, Australia, the UK and other export markets
- Lead, manage and mentor the Customer Service team members
- Provide high level active input into the Company’s Business Plans, which include of monthly reporting the tasks and areas of support our team provide
- Providing and assisting relevant resources to support our Marketing and Sales Team and also our production and planning and Accounts team
- Ensure all team activities are compliant with Phytomed Health & Safety policies
- Ensure the level of service provided to customers is of a high level and that any concerns or issues arising with respect to customer service, are addressed and managed in a timely and professional manner
- Liaise closely with the Sales Manager, Territory Managers (TM’s) and Customer Supply
- Manager when needed to ensure customer relationship and customer specific requirements are addressed in an appropriate and personalized manner, when required
- Provide general service to customers to a high level and ensure ongoing customer satisfaction
- Seek out and implement new customer service improvement opportunities
- Oversee the completion of customer service activities including: a) Keying customer orders into SAP
- B) Complete backorder processing including contacting customers to reconfirm order requirements
- Receive, respond to and redirect customer calls and enquiries as appropriate
- Provide technical advice or general assistance where required
- Of articles or written technical materials, where requested by the Technical Director or Marketing Manager
- Maintained up-to-date knowledge of store sales, payment policies and security standards
Call Centre Team Leader
Auckland Transport
01.2013 - 07.2018
- Monthly one-on-one coaching with staff members, working towards meeting call centre quality requirements
- Day to day queue monitoring and managing staff during peak and off peak times
- Addressing any staff issues with individual staff member for any concerns that may arise
- Managing poor performance with relation to adherence and also quality of work
- Dealing and handling difficult customer, and finding resolutions to help the customer as best as we can
- Leading work place initiatives, launch of Call Centre Customer service Vision and Values
- Knowledge of call centre systems and application including NICE, CIC, CRM and ICBM
- Providing both phone and email responses to customer request and escalations
- Assisting with launching of first call responses for operators
- Liaising with the operators on template responses for customer feedback
- Assisting in training with launch of CRM and induction
- Part of the team that launched the contact centre vision and values launch
- 2016 January25th –26th March Auckland Transport Training Development Auckland CBD
- Undertook training for2 groups of12 new staff (2 current staff in the Public Transport team) -1 identified training needs/development needs
- Nesting and assisting with new staff
- Induction of2 different products for both written and phone based interactions, this included staff training of systems and also information finding using the resources developed
- Helped identify training gaps from the training material and suggested improvements
- Resolved problems, improved operations and provided exceptional service
- Developed and maintained courteous and effective working relationships
- Developed team communications and information for meetings
Co-coordinator -21C
Auckland Transport
01.2012 - 01.2013
- Secondment Auckland CBD
- Conducting real time coaching with team members to help with quality monthly and weekly for new recruits
- Conducting meetings regarding staff quality and one on one for overall improvement and any concerns
- Lead team activities
- (I.e
- Pod decorations, team fun days etc.) -taking escalated calls from angry customers, and finding best resolutions for each customer
- Completion of the AT Hop Roll-out
- Monitoring staff working over the weekend, from queue management to escalated call management
- Led comprehensive staff member training covering key topics
- Devised and implemented improvements to reporting procedures
- Coached employees through day-to-day work and complex problems
- Received and responded to customer requests via letters, emails, telephone calls and in-person interactions
- Drove workflow efficiency by streamlining processes and driving improvements
- Aided colleagues, managers and customers through regular communication and assistance
Customer Service Representatives
Auckland Transport
01.2011 - 01.2012
- Full Time Auckland CBD
- Answer inbound travel information from customers
- Assisting with HOP customer information, from refund request to general feedback
- Sending customer timetable orders
- Assisting with team activities
- Assisting with best and most cost effective travel information
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Recommended products to customers, thoroughly explaining details
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Collected customer feedback and made process changes to exceed customer satisfaction goals
Education
Business Management -
Open Polytech
11.2023
National Certificate - undefined
Skills Organisation
01.2017
Diploma Business Management - Business
AIM - Australian Institute of Management
09-2025
Skills
- Team Leadership & Development
- Verbal and Written Communication
- CRM Software
- Efficient and Detail-Oriented
- Call Volume and Quality Metrics
- Business Development
- Inter-Department Collaboration
- Establishing and Maintaining Customer Relationships
- Inbound and Outbound Calling
- Microsoft Office Suite
- LiveChat Messaging
- Strong Analytical and Problem Solving Skills
- Cultural Awareness and Sensitivity
Accomplishments
- Awarded Leader of the Year award in 2024, for Customer Operations Team in Sportsbet .
- High end of year performance review 2024, recognising skills and projects delivered through the year.
Timeline
Customer Service Manager
Sportsbet
01.2022 - Current
Project Support
The Fono Pacific Local Vaccination Centre, Vaccination Centre - Westgate
04.2021 - 05.2021
Call Centre Team Leader
The Fono
03.2020 - 12.2021
Executive Assistant
Starship Foundation, Grafton - Auckland, CBD
09.2019 - 12.2019
Customer Service and Business Support Manager
Phytomed Medicinal Herbs LTD
08.2018 - 09.2019
Call Centre Team Leader
Auckland Transport
01.2013 - 07.2018
Co-coordinator -21C
Auckland Transport
01.2012 - 01.2013
Customer Service Representatives
Auckland Transport
01.2011 - 01.2012
National Certificate - undefined
Skills Organisation
Business Management -
Open Polytech
Diploma Business Management - Business
AIM - Australian Institute of Management
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