Samira Colligan

I have been a Team Leader within the Service NSW contact centre since May 2022. Where I was fortunate enough to gain a substantive ongoing position within my cluster in February 2023.

As a Team Leader my daily roles and responsibilities include but are not limited to,

• Promoting a positive work environment by fostering teamwork, collaboration, and continuous learning among team members
• Evaluating employee performance regularly through means such as call evaluations, providing constructive feedback and support for professional growth
• Conducting regular meetings with my whole team as well as individually to review progress, address challenges, and align goals for successful outcomes
• Communicating effectively new updates, processes and policies to the team, whilst also investigating issues that arise and working on solutions to benefit the team
• Establishing and maintaining a culture of excellence within the team, setting high expectations for performance and accountability
• Fortnightly Payroll and conducting Leave audits
• Manning the Duty Phone whilst on shift - Assisting with team member enquiries, troubleshooting with IT issues, SME Support and more

I started my journey with Service NSW in September 2020. Working on a part time basis in the Contact Centre on behalf of NSW Trainlink, In 2021 I applied for and was successfully given an opportunity to move across to start a new business line as Service NSW took over the Transport Info lines, which also encompasses a wide variety of call types such as Opal, Transport Management Centre, Travel Concessions, Feedback and the 131500 Info line.

As my time in a CCO role my roles included,

• Providing and maintaining a high level of customer service to all customers, going above and beyond to ensure their satisfaction and meeting first call resolution
• Effectively being able to communicate with customers - Answering their inquiries, offering support and digital guidance, booking tickets and making amendments, refunds, cash handling processes, complaints handling etc.
• High level technological skills - Using various different online platforms and websites such as Salesforce & SAP.
• Ability to multi task effectively whilst
  Offering friendly and efficient service to customers.
• Working autonomously within a hybrid working model
• Assisting team members through the SME line, as a Subject Matter Expert, offering team support with product knowledge, call assistance, escalation support and more.

I took on a second part time Job in 2019. The role was initially for a sales assistant for a popular tobacconist and gift shop in a large scale mall. During my time here I worked my way up to Assistant Store Manager where I performed in this role at both the Charlestown and Belmont stores.

In late 2020 i was offered the position of Store Manager for one of our more fast paced locations, However, I turned this down as I wanted to focus on building a career within Government.

At my time with Smokemart & Giftbox my duties included but were not limited too,

• Providing high level customer service
• Managing a small team, keeping up with performance, monitoring KPI's etc.
• Weekly stocktake, purchasing and invoicing
• Rostering for weekly staff
• Various forms of cash handling, including banking.
• Opening and closing procedures
• Enhancing store appearance through regular merchandising for increased sales & customer appeal.
• Training of new staff - Showing them how to use POS, Eftpos, How to effectivity sell the products while managing compliance, Merchandising, Stocktaking etc.
• Liaising with business partners to understand what products are selling, what our needs were with regards to ordering and understanding our market.

In Mid 2016 I took an opportunity to work casually 3 days a week for a popular local business that offered music lessons for students of all ages in Newcastle.

By January 2017 I was promoted and made the Manager of the Administration. The Admin department was always small consisting of only 2 to 3 people at a time, However I worked Monday to Friday throughout the school terms providing a range of different support and duties, This included:

• Excellent communication skills, Answering phones, Performing call backs, and speaking with clients in person on a daily basis.
• Scheduling clients for lessons, Invoicing, taking payments, rescheduling etc.
• Hiring of new staff including onboarding and coordinating training for various roles and departments.
• Merchandising, stocktaking and purchasing
• Social media for the business including creating and designing promotional flyers, social media posts etc.
• Various forms of cash handling, EFT transactions, banking or large sums and invoicing.
• Coordinating large scale music events and concerts
• General problem solving for a large team of music teachers - Working through to provide solutions, thinking on my feet to ensure that the day to day would run smoothly.
• Providing feedback and behaviour management when needed.