Summary
Overview
Work History
Education
Skills
Timeline
Generic

Leanne Storey

Horsley,NSW

Summary

Completed a 16 week counselling practice with Spirited Life Counselling with a focus on emotion focused therapy. During this time I managed my own client portfolio, including intake, ongoing sessions and ending therapy.

I am passionate about furthering my learning and have completed Lifeline's Domestic Violence Response Training and Suicide Awareness Training.

As a team leader I have supported my staff by building rapport and trust while still obtaining high sales results.

I have excellent communication skills, with a focus on excellence in what ever I undertake.

Overview

30
30
years of professional experience

Work History

Team Leader

Abel Group - NRMA
06.2023 - Current
    • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance results ensuring KPI's are being met.
    • Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
    • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
    • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
    • Ensuring compliance and operational risks are met through quality call monitoring.
    • Managing and resolving escalated complaints within compliance expectations.

Operations Manager

Abel Telephony - NRMA
12.2022 - 06.2023
  • Improved operational efficiency by monitoring call centre staff adherence reports
  • Action and manage call centre annual leave
  • Liaise with workforce management for schedule changes.
  • Collate sales data for weekly and monthly sales reports
  • Work with team leaders to manage staff availabilty and adherence
  • Input and audit system issues.

Sales and Service Representative

Abel Telephony - NRMA
03.2022 - 12.2022
  • Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
  • Achieved sales targets consistently by utilizing excellent communication skills and product expertise.
  • Built rapport with clients, resulting in achievement of KPI's consistently.
  • First place Sales Consultant for 2022 -2023.

Lending Services Officer

Wollongong University Library
03.2001 - 02.2002
  • Staff service points within the Lending Services including the Main Desk, Special Collections, Returns Point and Reserve meeting service standards.
  • Cleaning scanned journal articles for online content.

Assistant Sales Resource Manager

Telstra
02.1998 - 02.2000
  • Monitor incoming call traffic, speed of call answer and call duration.
  • Coordinate rosters, break times, coaching and training activities while ensuring Call Centre grade of service targets were being achieved.
  • Negotiating with other Call Centre Managers to coordinate staffing to balance training needs while still meeting call traffic demands

Customer Relations Manager

Telstra
02.1997 - 12.1998
  • Resolve customer complaints according to business rules
  • Coaching with sales consultants to improve conflict resolution skills.
  • Work with Sales Team Leaders to ensure complaint resolution targets were being met.
  • Develop and implement business plans for complaints management in conjunction with the Call Centre Management team.

Sales Team Leader

Telstra
01.1994 - 12.1997
  • Coaching and developing Sales Consultants in all areas of accountabilities.
  • Managing individual action plans to ensure team and call centre target were being met.
  • Motivating the sales team to continually strive to improve call statistics and sales targets.
  • Managing unplanned absences, following and implementing disciplinary policies of the company.

Education

Masters - Counselling

University of Canberra
Canberra, ACT
12.2023

Post Graduate Diploma - Psychology

University of New England
Armidale
12.2016

Bachelor of Education - Primary

University of Wollongong
Wollongong, NSW
12.1994

Skills

  • Coaching
  • Team building
  • Active Listening
  • Calm Under Pressure
  • Expectation Setting
  • Giving Constructive Feedback
  • Conflict Resolution
  • Performance Improvement

Timeline

Team Leader

Abel Group - NRMA
06.2023 - Current

Operations Manager

Abel Telephony - NRMA
12.2022 - 06.2023

Sales and Service Representative

Abel Telephony - NRMA
03.2022 - 12.2022

Lending Services Officer

Wollongong University Library
03.2001 - 02.2002

Assistant Sales Resource Manager

Telstra
02.1998 - 02.2000

Customer Relations Manager

Telstra
02.1997 - 12.1998

Sales Team Leader

Telstra
01.1994 - 12.1997

Masters - Counselling

University of Canberra

Post Graduate Diploma - Psychology

University of New England

Bachelor of Education - Primary

University of Wollongong

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Leanne Storey