Jacinda Cobbett

Staff Management:

• Recruitment and Training: Onboarded over 50 temporary staff and over 30 permanent staff across New Zealand and India.
• Performance Management: Including coaching, discipline, goal setting, pay role submissions, improvement plans, performance & development.
• Engagement and Support: Implementation of Recognition and rewards programs, training and workshops, team building activities, goal building, and leadership training.

Operational Oversight:

• QA: Monitor calls, emails, and other customer interactions to ensure high standards of service.
• Process Improvement Initiatives.
• Workflow Management: Ensure efficient scheduling and workflow management to meet service level agreements and handle peak times effectively.

Reporting and Analytics:

• Performance Metrics: Track and analyse KPIs such as call volume, average handling time, occupancy, and resolution rates. Generate regular reports for senior management.
• Data-Driven Decisions: Use data and insights to make informed decisions about staffing, training, and process changes.

Customer Service Excellence:

• Customer Satisfaction: Ensure that customer interactions are handled professionally and resolve escalated issues or complaints.
• Feedback Analysis: Collect and analyse customer feedback to identify trends and areas for improvement.

Technology and Tools Management:

• Implementation of New Technologies: Onboarding, testing, and training of new systems i.e. new telephony & new sales portal.

Partner Relationship Management:

• Fortnightly meetings with external partners.
• Quarterly business reviews.
• Partner escalation handling.
• Strategic Agenda: Create an agenda focusing on strategic issues such as market trends, business growth opportunities, and future plans.

Offshore Department Management:

• Daily Adherence Meetings: Ensure that the offshore team is adhering to daily operational guidelines, schedules, and performance standards.
• Fortnightly Staff Training: Enhance the skills and knowledge of the offshore team through regular training sessions.
• Quality Assurance.
• Team Leader Management: Oversee and support team leaders within the offshore department to ensure they effectively manage their teams and meet operational goals.

Process Improvement:

• Created and streamlined initiatives to drive NPS responses & results.
• Analyse Processes: Regularly review and analyse processes to identify bottlenecks or inefficiencies.

Compliance and Standards:

• Regulatory Compliance: Ensure that the contact center operates in compliance with relevant regulations and industry standards.
• Policy Adherence: Develop and enforce policies and procedures to ensure consistent service delivery and adherence to company standards.

Strategic Planning:

• Goal Setting: Collaborate with senior management to set strategic goals and objectives for the contact center.
• Long-Term Planning: Develop and implement long-term strategies to enhance the contact center’s performance and align with overall business goals.

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Responded to telephone and in-person requests for information.
• Followed up with existing customers to provide additional support and address concerns.

• Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
• Answered customer telephone calls promptly to avoid on-hold wait times.

• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Entered and maintained departmental records in company database.