Jessica Holliday
Medowie
Summary
Reliable business professional with experience in incident management, process improvement, customer service and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analysing data to identify trends and developing strategies to improve efficiency.
Overview
15
15
years of professional experience
Work History
Workplace Enablement Analyst
CBA
03.2022 - Current
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations
- Handled high priority technical incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency
- Validated results and performed quality assurance to assess accuracy of data
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks
- Queried databases for information needed for report processing
- Support large scale business projects for contact centre.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
Workplace Enablement Manager
CBA
07.2023 - 01.2024
- Managed and motivated employees to be productive and engaged in work while working in multiple work locations (12 team members across Australia and India)
- Accomplished multiple tasks within established timeframes
- Maintained professional, organized, and safe environment for employees and patrons
- Maximized performance by monitoring daily activities and mentoring team members
- Onboarded new employees with training and new hire documentation
- Cross-trained existing employees to maximize team agility and performance
- Oversee the enhancement of workplace technology offerings, including policies, processes, hardware, software, and telephony systems, to meet the evolving needs of the organization and its employees
- Establish metrics and KPIs to measure the performance and effectiveness of workplace enablement initiatives, providing regular reports and insights to senior management
- Minimise impacts on business operations during incidents, coordinating swift recovery efforts through effective collaboration with internal teams and third-party vendors
- Provided ongoing training and support for Incident Response Team members, fostering a culture of continuous improvement and professional development
- Fostered strong relationships across departments within the organization to promote a culture of shared responsibility for cybersecurity matters
- Conducted thorough post-incident analysis, identifying root causes and lessons learned to prevent future occurrences
Customer Care Team Leader
CBA
01.2017 - 03.2022
- Managing a team of approximately 15 agents from multiple locations across Australia
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Led employee relations through effective communication, coaching, training, and development.
- Monitored sales organization's compliance with corporate standards of record-keeping for customer personal information, sales records and validation reports.
- Worked closely with sales management to inspect sales process quality and prioritize opportunities for improvement.
- Identified and corrected deficient performance and behaviours to achieve maximum productivity.
- Established team priorities, maintained schedules and monitored performance.
Customer Service Representative
CBA
03.2012 - 01.2017
- Responded to customer requests for products, services, and company information.
- Promptly responded to inquiries and requests from prospective customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained staff on operating procedures and company services.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Achieved or exceeded company-defined sales quotas.
- Trained new employees on customer service, money handling and organizing strategies.
Administration assistant
Regional development australia- hunter
10.2009 - 04.2011
- Executed record filing system to improve document organisation and management.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Education
Skills
- Analytical Thinking
- Trend forecasting
- KPI analysis
- BI dashboards
- Team Collaboration and Leadership
- Documentation And Reporting
- Effective Communication
- Team Engagement
- Interpersonal and written communication
- Microsoft office
- ITIL Knowledge
- Technical Troubleshooting
Timeline
Workplace Enablement Manager
CBA
07.2023 - 01.2024
Workplace Enablement Analyst
CBA
03.2022 - Current
Customer Care Team Leader
CBA
01.2017 - 03.2022
Customer Service Representative
CBA
03.2012 - 01.2017
Administration assistant
Regional development australia- hunter
10.2009 - 04.2011
Similar Profiles
John BachJohn Bach
Customer Banking Specialist at CBACustomer Banking Specialist at CBA
Hassaan NasirHassaan Nasir
Business Banking Associate at CBABusiness Banking Associate at CBA
Kevork YezekellianKevork Yezekellian
Sanctions Analyst at CBASanctions Analyst at CBA