James King
Geelong,Vic
Summary
Results-driven connections professional with strong focus on team collaboration and achieving outcomes. Adaptable to changing needs and reliable in all situations. Skilled in relationship building, conflict resolution, and strategic planning. Known for fostering strong team dynamics and driving successful initiatives.
Overview
20
20
years of professional experience
Work History
Customer Connections Team Manager
Energy Australia
04.2020 - Current
- Day to day management of 14 new connections consultants.
- Call monitoring and quality checking of staff calls.
- Conducting quarterly reviews.
- Provide proactive coaching, mentoring and performance measurement for team members.
- Recruitment of staff intro the contact centre
- Achieve and maintain service standards
- Provide leadership to staff to build a committed, motivated and enthusiastic team to deliver excellent service.
- Monitoring of the incoming call volumes for the Contact Centre – RTA
- Commitment to Energy Australia Values
Solutions Team Leader
Energy Australia
07.2014 - 04.2020
- Day to day management of 14 call centre consultants.
- Conducting yearly and half yearly reviews. The team member’s performance against performance targets - KRI’s.
- Call monitoring and quality checking of staff calls.
- Provide proactive coaching, mentoring and performance measurement for team members
- Recruitment of staff intro the contact centre
- Achieve and maintain service standards
- Provide leadership to staff to build a committed, motivated and enthusiastic team to deliver excellent service.
- Monitoring of the incoming call volumes for the Contact Centre – RTA
- Commitment to Energy Australia Values
National Client Service Manager
OAMPS Life Solutions
01.2012 - 07.2014
- Day-to-day management of the Client Services team.
- Achieve standards of service and business KPIs (including quality, productivity and sale targets)
- Evaluate call quality standards identifying individual, team and process improvement opportunities
- Maintain Key Account Plans for the top 50 clients.
- Ensure that processes and Client Service standards are clearly understood by the Client Service Team.
- Participate in and contribute to regular staff and operational meetings
- Achieve agreed business financial targets for EBITA
- Involvement in the recruitment of call centre staff
- Mentor team members to ensure that the client experience is a positive one.
- Inspire and coach the team to deliver exceptional standards of customer ‘sales through super service
- Actively manage the performance and development of team members
Call Centre Team Leader
BUPA
01.2010 - 01.2012
- Manage productivity levels within the team through collaborative team work with peers and real time work force management in order to maximize the achievement of sales
- Proactively identify, report and manage impacts to team operations
- To develop staff to meet KRA and Scorecard measures by coaching to Best Practice procedures
- To conduct and be responsible for the monitoring of and management of incoming call volumes for the entire Contact Centre.
- Team to achieve Sale and Retention targets.
- To develop a team of highly professional and motivated Customer Service Consultants.
- Involvement in the recruitment of call centre staff
- Align behaviours with the BUPA values.
Client Relationship Manager
Aviva Australia Ltd
04.2007 - 12.2009
- Support of AVIVA’s largest advisers and dealer groups with escalated queries and resolution of issues within AVIVA.
- Develop strong relationships with Advisers to help with client retention and for further sales growth.
- Acting as a link between Operations, Distribution and the Customer service team.
- Weekly meetings with the State Mangers to provide updates on growth of each dealer group against set targets.
- Building strong relationships and working closely with advisers and support staff to identify opportunities to add value to their business.
- Relationship building within AVIVA to assist myself with the resolution of escalated queries.
- Regular visits to see my advisers to strengthen relationships between AVIVA and the dealer groups.
- Regular presentations delivered to advisers on changes in Superannuation legislation, educational support and changes at AVIVA.
- Maintain a strong business relationship with distribution, and senior management
Claims Team Leader
Aviva Australia Ltd
02.2005 - 03.2007
- To manage the claims handling processes and lead the claims team to ensure that service standards are achieved and that claimants receive exceptional service
- Present claims for trustee sign off – Death, TPD, Terminal Illness, Salary Continuance, Financial Hardship and APRA approved claims.
- Attend weekly Trustees meeting to assist in the signing off of claims. Resolve all contentious claims and ensure all legislative requirements are received.
- Responsible for monitoring workflow queues to ensure service standards are met
- Ensure department compliance as interpreted by Group Compliance, Legal and Risk requirements
- Act as point of reference to members of the team and other parts of the Business
- Provide support for escalated claims and Insurance payments and handle complaints in a timely manner
- Provide team members with training, coaching and feedback through one on one meeting’s and performance reviews.
- Effectively communicating with staff and clients
Skills
- Proven ability to prioritise and work within a team environment and achieve objectives in a timely and efficient manner whilst ensuring a high standard of work
- Acting as a role model, and focusing the team on achieving operational success
- Coaching and mentoring of staff
- Well-developed organisational skills for planning, coordinating and facilitating meetings and workshops
- Excellent interpersonal and communication skills as well as strong negotiation and influencing skills
- Ability to develop and maintain strong business relationships
- 20 years of leadership experience
- Results oriented
- Initiative driven, customer focused
Timeline
Customer Connections Team Manager
Energy Australia
04.2020 - Current
Solutions Team Leader
Energy Australia
07.2014 - 04.2020
National Client Service Manager
OAMPS Life Solutions
01.2012 - 07.2014
Call Centre Team Leader
BUPA
01.2010 - 01.2012
Client Relationship Manager
Aviva Australia Ltd
04.2007 - 12.2009
Claims Team Leader
Aviva Australia Ltd
02.2005 - 03.2007
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