Lisa Ellery

Since joining Afterpay in November 2023, I have led the 'Hardship and Collections' component of Afterpay's Operations Support team. This multifaceted role has enabled me to:

• Lead the team to exceed their personal KPIs as well as the team’s overall objectives
• Confidently ensure that the work produced in the Hardship and Collections space meets all internal and external mandatory requirements, remains customer-centric, deeply empathetic, and aligns with Afterpay’s Responsible Lending reputation.
• Coach the team to meet and ideally exceed the requirements and expectations set by our WFM team, ensuring that we remain focused and efficient. This has been something that I have had the opportunity to entrench within the team as a whole - as we moved to make ATHT/TTR/Punctuality/QA/Occupancy part of our daily vernacular.
• Execute daily, weekly and monthly reports (for Team Managers, WFM and YG) that highlight and identify any emerging trends or concerns over the specified time frames.
• Liaise and collaborate with external stakeholders, including customers, appointed third parties, legal counsel, and industry bodies, to ensure that we respond to our customers' hardship needs in a timely and appropriate manner.
• Regularly join forces with the Service Excellence and QA teams to update SOPs, macros, and policies, ensuring we provide outstanding, industry 'gold standard' responses to our customers and external stakeholders in the Hardship and Collections space.
• Coach and mentor team members at all performance levels to enhance and expand their skill sets, fostering personal satisfaction and enhancing their value to the Afterpay family.
• Promote team members into new roles and elevate them into Mint status - which has been an incredibly rewarding part of the past 9 months.
• Increased team engagement and satisfaction through bringing to fruition our peoples recommendations and requests - communicated through the Pulse Surveys
• Handed the opportunity to present the Pulse survey Action Plan to a much broader audience - and being part of taking this to the next level with YG focussing on Leads and Managers.

Key Roles & Responsibilities:

• Lead and manage the team, ensuring preparedness to meet the demands of our client (Target) while aligning with the client's objectives.
• Conducted regular business reviews, including weekly reviews with the client and monthly and quarterly reviews with the support of the Probe CX leadership team.
• Played a pivotal role in achieving exceptional Net Promoter Scores (NPS) for Target, with NPS ratings of 9 in 2021, 10 in 2022, and 10 in 2023.
• Successfully led a team of up to 150 members during challenging COVID-19 lockdown's, ensuring outstanding customer experiences during a surge in online sales.
• Spearheaded extensive recruitment, training, and cultural immersion initiatives to deliver a top-notch CX strategy within a five-minute response window.
• Maintained exceptional centre metrics, including GOS, adherence, occupancy, and attrition, fostering a positive and fulfilling work environment for Team Target.
• Proactively managed operational excellence by ensuring the right people performed the right tasks at the right time, guided by "the five elements of success for Target."
• Led process improvement efforts, particularly in the fast-paced live chat domain, facilitated the initial steps in implementing the virtual agent online (VAO) for Target Live Chat function.
• Ensured strict adherence to ISO 9001 and Privacy Compliance standards, along with meticulous attention to IT specifications of Genesis Pure Cloud/Oration operations.
• Collaborated with Target to create and endorse continuity plans, actively participating in compliance, specifications, and continuity planning initiatives.
• Equipped with a strong financial acumen, proficient in Preceda, RIO Workday, Invoice preparation, and adept at providing financial reporting for Directors or the Board as required.

• Provided diverse hairdressing services to broad clientele.
• Cultivated loyal client base through exceptional customer service.
• Managed salon operations, finances, appointments, and marketing.

• Led and supported frontline workers in Quality Assessments.
• Directed non-contact administrative support team for high-quality out-of-school care.
• Updated processes, created training manuals, and liaised with service providers.

• Built business through commitment to excellent customer service, resulting in customer loyalty and retention
• Managed cash flow, business transactions, banking, and accounting processes.
• Introduced new methods, practices, and systems to reduce turnaround time.

• Managed contact centre team, liaised with One World Alliance partners.
• Oversaw inbound calls, supervised flight reservations.
• Received 'Onya Award' for Outstanding Customer Service.