Kate Mitchell

. Optimized schedules, forecasts and other tools for Customer Service officers as part of a roster release

. Monitor real-time inbound call traffic within call centre.

. Optimized staffing levels through regular monitoring of attrition rates and anticipated changes in business demands.

. Manage overtime, shift swaps, breaks, return to work plans and flexible working arrangements.

. Manage staff adherences and adjustments as needed

. Decision making related to workforce planning, including resource allocation and budgeting considerations.

. Triage of inbound emails

. Prepare and maintain reports

. Enhance workforce efficiency by analyzing data and identifying areas for improvement in staffing and scheduling.

. Helping large volume of customers every day with positive attitude and focus on customer satisfaction.

. Inbound calls in a busy call centre environment

. Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.

. Counter enquiries and payments

. Answering customer emails efficiently and accurately

. Assisting staff in other departments with queries

. Assisting customer queries through Facebook

. Streamlined communication between customers and internal departments for timely issue resolution.

. Processing disabled parking permits

. Assisting councillors with enquiries

. Training existing and new staff

. Processing payments from internal staff

. Maintained a high level of knowledge to effectively assist customers with accurate information

. Completed data entry to record call notes, suggestions and questions.

. Communicated with customers regarding rates services, statements, and balances.

. Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.

. Inbound/Outbound calls

· Handling queries from customers. (account customers and private)

· Maintaining good customer relations

· Data Entry, processing all orders, inspections, returns and credits

· Coordinating incoming and outgoing mail

· Relieving Reception

· Completing and frequently updating Operations procedures for Customer Service

· Maintaining and updating weekly SAP stats and phone stats

· Successfully training new Customer Service Reps, as well as casuals and part time staff