Jacqueline Cloke
Port Kembla,NSW
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working autonomously to deliver initiatives in a fast paced environment and complex industry.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Performance Coach
ahm
Wollongong
01.2023 - Current
- Spearheaded the creation, execution, and refinement of various coaching and conversational frameworks, resources and training content within the organisation. I designed these initiatives to align customer facing channels with the goal of exceeding performance targets and objectives, all while fostering diversity and inclusion.
- Crafted, delivered and implemented a leadership framework that holds leaders accountable, promotes a deep understanding of performance and reporting, encourages effective coaching and team development, whilst ensuring alignment across all customer interactions and channels.
- Identified opportunities and influenced improvements in the employee experience, focusing on the end-to-end employee journey.
- Developed tactical coaching programs in consultation with key stakeholders and stayed up-to-date with new training methods/techniques.
- Supported the development of performance dashboards, including collation of required data sets, data entry, validation, analysis and identified areas for performance optimisation.
- Maintained contact centre daily agent performance dashboards, including incentive reporting, through the use of Power BI and Tableau. Requiring thorough knowledge of all Contact Centre reporting platforms, with the dashboard drawing upon data from a substantial number of systems and data sets.
- Enhanced the skills and capabilities of leaders across the Contact Centre in areas such as way of working, change management, systems thinking, cultural and diversity inclusion, team effectiveness, and leadership with a view to improve productivity, efficiency and budget savings.
- Identifed and supported the improvement of the recruitment process and available resources for the leadership group to enhance the quality of candidates hired and reduce turnover and costs associated with attrition.
- Assisted the leadership team in building greater team flexibility, variability, and autonomy to manage member inquiries from start to finish, ultimately improving customer outcomes and reduce lapse.
- Proactively and positively worked in collaboration with a range of key stakeholder teams to ensure an effective close loop approach to performance opportunities not limited to training, knowledge management and channels.
- Provided constructive, proactive and consistent feedback to call centre team leaders and managers about the frontline and leadership performance.
- Lead and facilitated a wide variety of meetings, inclusive of daily briefings, weekly operational and optimise meetings with stakeholders, through to showcasing initiatives to the enterprise. Responsible for maintaining accurate minute taking, actions required using Jira and document control.
- Completed crisis management work for highly complex and sensitive cases, including cyber crime incident response management, domestic violence and compliance incidents.
- Communicated with discretion, professionalism, and consistency, understanding when confidentiality is needed.
Retention & Cover Review Team Leader
ahm
Wollongong, NSW
11.2021 - 12.2022
- Lead the performance and management of a team of 15 people handling inbound and outbound phone conversations with ahm members looking to review existing products or cancel their health insurance.
- Drove high team performance to achieve corporate revenue targets across Sales and Retention with a commitment to customer focus.
- Created and spearheaded remediation initiatives at a Growth channel level. Requiring extensive data entry, analysis and critical thinking to identify opportunities to uplift performance.
- Collaborated and communicated with a variety of stakeholders across the business to drive initiatives and optimize performance to improve lapse and achieve budget targets.
- Reviewed trends in customer behavior and business processes, and identified innovative processes to gain efficiencies.
- Completed a range of tasks relating to the onboarding journey of staff within team, including entering of requisitions into HR platforms, interviewing and documentation, organisation of IT access and hardware.
- Management of human resource and financial administrative tasks. Responsible for ensuring team members entered accurate and complete information in relation to hours worked, adherence to rosters, submission of all leave types and offboarding of ex-employees. Daily data entry and weekly audits required to maintain data integrity.
- Case management in collaboration with HR for staff members required early intervention as a result of Occupational Health and Safety needs, Workers Compensation and/or salary continuance plans.
- Promoted staff engagement, drove change management and support team members through it.
Digital Service Team Leader
ahm
Wollongong, NSW
01.2021 - 10.2021
- Lead the management and performance of a team of 15 agents handling customer service enquiries of ahm members via digital platforms.
- Drove high performance was a customer focus across a variety of platforms, including messaging, social media and emails.
- Reviewed trends in customer behaviour across digital platforms to identify opportunities for members to self service, as well as opportunities for productivity gains via artificial intelligence through the use of bot containment.
- Reviewed and identified innovative processes to gain operation efficiencies using the Live Person platform.
- Collaborated with a variety of internal and external stakeholders to optimise business practices and performance.
- Team Leader duties as identified above
Sales and Retention Team Leader
ahm
Wollongong, NSW
10.2017 - 12.2020
- Lead the management and performance of a team of 18 agents handling inbound and outbound phone conversations with prospective ahm members looking to join and existing members looking to cancel.
- Drove high performance and achieved corporate revenue targets across Sales and Retention.
- Lifted sales conversion through driving initiatives and recognizing opportunities to improve existing practices with a collaborative squad involving a variety of stakeholders within the business.
- Reviewed the lead nurture journey and implementation of the Salesforce platform to create new leads and lift sales conversion.
- Promoted a performance-driven work culture, while maintaining staff engagement and resilience.
- Team Leader duties as identified above.
Step Up Team Leader
ahm
Wollongong, NSW
02.2016 - 10.2017
- Step Up Team Leader to support both the Sales and Retention phone team and Digital Sales Team.
- Coached team members to achieve KPI's and targets given.
- Reviewed transcripts & call recordings to identify skills gaps and customer trends.
Sales and Retention Agent
ahm
Wollongong, NSW
02.2012 - 01.2016
- Handled inbound and outbound phone conversations, as well as webchat conversations, with members looking to join ahm, review existing product or cancel their health insurance.
- Responded to member queries over webchat and email.
- Achieved sales-based KPIs.
Call and Resource Officer
Stellar Call Centre
Wollongong, NSW
02.2007 - 01.2012
- Queue management of incoming calls for contact centre.
- Data entry for workforce management.
- Provided on-call floor support including handling escalated calls and assisting with IT issues.
Education
Completed coursework towards Bachelor of Creative Arts Visual Arts -
University of Wollongong
Wollongong, NSW11.2008
Completed coursework towards Bachelor of Art Education -
College of Fine Arts
11.2004
High School Diploma -
Smiths Hills High School
Wollongong, NSW12.2001
Skills
- People management and leadership
- Performance assessment
- Critical and lateral thinker
- Agile and adaptable
- Interpersonal skills
- High written and verbal communication skills
- Crisis management
- IT proficient, with extensive background using Microsoft Office suite, LivePerson, Salesforce Marketing Cloud, Power BI, Jira, Miro & Genesys platforms
Certification
- Black Card Cultural Capability training completed 2023
- Power of One, AusContact training completed 2023
References
References available upon request.
Timeline
Performance Coach
ahm
01.2023 - Current
Retention & Cover Review Team Leader
ahm
11.2021 - 12.2022
Digital Service Team Leader
ahm
01.2021 - 10.2021
Sales and Retention Team Leader
ahm
10.2017 - 12.2020
Step Up Team Leader
ahm
02.2016 - 10.2017
Sales and Retention Agent
ahm
02.2012 - 01.2016
Call and Resource Officer
Stellar Call Centre
02.2007 - 01.2012
Completed coursework towards Bachelor of Creative Arts Visual Arts -
University of Wollongong
Completed coursework towards Bachelor of Art Education -
College of Fine Arts
High School Diploma -
Smiths Hills High School
- Black Card Cultural Capability training completed 2023
- Power of One, AusContact training completed 2023
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