Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Collins

Burleigh Heads,QLD

Summary

I am a resilient and strategic-thinking professional with strong people and organisational skills. I have excellent communication abilities and a proven track record in problem solving, people management and delivering high-quality experience and products in a fast paced environment. I am dedicated to driving success through effective collaboration and strategic decision making.

Overview

7
7
years of professional experience

Work History

Operations Manager

TSA
06.2023 - Current
  • Responsible for the commercial performance and influence of the wider portfolio for Telstra Service QLD.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Engage with stakeholders via email and present performance regularly.
  • Collaborate and engage with all key stakeholders, driving operational excellence.
  • Provide continuous coaching and feedback to enhance each team leader’s capability.
  • Analyse and manage all campaigns to ensure ongoing success.
  • Created detailed reports outlining key performance indicators for Senior Management review, highlighting areas of success and actions for areas that require improvement.
  • Observed each team leaders individual strengths and initiated mentoring and coaching to improve areas of opportunity.
  • Assisted in recruiting, hiring and training of team members and team leaders.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Analyzed and reported on key performance metrics to senior management.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated respect, friendliness and willingness to help wherever needed.




Telstra Service Team Leader

TSA
01.2022 - 06.2023
  • Lead a team of Customer Experience and Sales Agents.
  • Support an Inbound channel, which specialises in sales and service.
  • Boosted employee morale by organizing team-building activities designed to strengthen professional relationships.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Encouraged service members to provide meaningful service to customers and successfully complete shifts.
  • Created opportunities for volunteers to develop leadership and other life skills under program guidelines.
  • Implemented new training programs for service team members, resulting in increased knowledge and skillsets.
  • Investigated and resolved accounting, service and delivery concerns.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Ensuring quality of work and compliance across all operational areas
  • Create a positive culture through team member motivation and engagement.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed and integrated organized icebreakers, team builders, service training and reflection.
  • Trained and assisted up to 20 service members regularly.

Subject Matter Expert

TSA
05.2021 - 11.2021
  • Travelled from Brisbane to Perth for a six month stint to support with the rollout of a new Line of Business.
  • Trained, coached and mentored over 70 new staff, resulting in stronger staff development and increased productivity.
  • Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
  • Provide continuous coaching and floor support to enhance each team member’s capability.
  • Supporting our Team Leaders to ensure ongoing success of campaigns.
  • Analyzed team performance and identified opportunities for additional training.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Create an ongoing team culture that reflects TSA’s values.
  • Communicate feedback in constructive manner.
  • Ad-hoc duties as required from the Operations Leadership Team.
  • Effectively handle escalated calls and investigate complex customer matters
  • Assist in driving productivity and first call resolution
  • Put forward ideas based on your experience and expertise to help improve the program of work as we launch.

Performance Lead

TSA
09.2020 - 05.2021
  • Boosted customer experiences by delivering superior customer service, issue resolution and sales.
  • Gathered, organized and input information into digital database.
  • Generated reports detailing findings and recommendations.
  • Conducted thorough performance evaluations, offering constructive feedback while recognizing individual achievements and contributions to the team's success.
  • Achieved top performance by strategically adapting to rapidly changing, competitive environment.
  • Designed and implemented sales training program and documentation.
  • Mentored and coached team members to enhance their skills and advance their careers.
  • Proactively addressed potential risks or challenges by conducting root cause analysis and developing appropriate mitigation plans when necessary.
  • Monitored day-to-day rhythms of employees, noting areas requiring improvement and implementing plans for rectification.
  • Successfully coached team members to improve centres sale results.
  • Liaised with customers, management and sales teams to better understand customer needs and recommend appropriate solutions.

Customer Service & Sales Consultant 2IC

TSA Group
03.2019 - 09.2020
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Shouldered management and coaching responsibilities during absence of managers and trainers.
  • Successfully connected customers onto the NBN and am able to educate around the NBN service.
  • Troubleshoot PSTN faults.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Carried out day-day-day duties accurately and efficiently.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Exceeded goals through effective task prioritization and great work ethic.

Restaurant Waitress

Thai On Jimboomba
01.2017 - 03.2019
  • Take call reservations and takeaway orders.
  • Greet and seat customers upon arrival.
  • Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
  • Check with customers to ensure that they are enjoying their meals and take action to correct any problems.
  • Serve food or beverages to patrons and prepare or serve specialty dishes at tables as required.
  • Perform cleaning duties, such as sweeping and mopping floors, vacuuming carpet, tidying up server station and taking out the trash.

Education

Certificate III : Business -

Opportune
Brisbane, QLD
01.2019

High School Diploma -

Beaudesert State High School
Beaudesert, QLD
11.2018

Certificate III in Fitness (Gym instructor) -

Binnacle Training
Beaudesert, QLD
01.2018

HLTAID003 – Provide First Aid -

Binnacle Training
01.2018

Year Twelve Senior Certificate of Graduation -

Beaudesert State High School
Beaudesert, QLD
01.2018

Queensland Certificate of Education -

Beaudesert State High School
Beaudesert, QLD
01.2018

Certificate I in information, Digital Media and Technology -

Beaudesert State High School
Beaudesert, QLD
01.2017

Certificate II in Hospitality (Responsible Service of Alcohol) -

Beaudesert State High School
Beaudesert, QLD
01.2017

Blue Card - Attained -

Beaudesert State High School
Beaudesert, QLD
01.2017

Certificate I in Business. Attained -

Beaudesert State High School
Beaudesert, QLD
01.2017

Skills

  • Resilience
  • Active listening
  • People Management & Teamwork
  • Verbal & Written Communication skills
  • Judgement and Decision making
  • Strategic Thinking
  • Time Management

Timeline

Operations Manager

TSA
06.2023 - Current

Telstra Service Team Leader

TSA
01.2022 - 06.2023

Subject Matter Expert

TSA
05.2021 - 11.2021

Performance Lead

TSA
09.2020 - 05.2021

Customer Service & Sales Consultant 2IC

TSA Group
03.2019 - 09.2020

Restaurant Waitress

Thai On Jimboomba
01.2017 - 03.2019

Certificate III : Business -

Opportune

High School Diploma -

Beaudesert State High School

Certificate III in Fitness (Gym instructor) -

Binnacle Training

HLTAID003 – Provide First Aid -

Binnacle Training

Year Twelve Senior Certificate of Graduation -

Beaudesert State High School

Queensland Certificate of Education -

Beaudesert State High School

Certificate I in information, Digital Media and Technology -

Beaudesert State High School

Certificate II in Hospitality (Responsible Service of Alcohol) -

Beaudesert State High School

Blue Card - Attained -

Beaudesert State High School

Certificate I in Business. Attained -

Beaudesert State High School

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