Mary O'
Melbourne,VIC
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
23
23
years of professional experience
Work History
Career Break - For Health and Wellbeing Purposes
Career Break
07.2021 - Current
Sales Centre Operations Manager
MyConnect
06.2021 - 07.2021
Head of Customer Sales Centre
My Connect
10.2020 - 06.2021
- Key role was to drive performance improvements and sales across call centre
- Drove improvements in training and development
- Contributed to development and implementation of customer experience framework.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Program Manager
Probe Group
11.2018 - 02.2019
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Identified program obstacles and communicated possible impacts to team.
- Coached team members on productivity strategies to accomplish challenging goals.
- Developed and maintained logistics workflows, procedures and reports.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
Contact Centre Experience Specialist
Transurban
04.2015 - 09.2018
- Supporting role to BPO partner call centre operations team to ensure key company metrics and goals achieved
- Collaborating on development and training, improving customer experience interactions, process improvements and cross pollination of best practices across both off shore and on shore teams.
- Developed and maintained positive relationships with community via email, telephonic and face-to-face outreach.
- Worked with internal matrix partners to triage issues and submit work requests.
- Researched and resolved complex issues and appeals to facilitate prompt resolution.
- Conducted routine outreach to support understanding of policies and procedures.
- Identified and reported on utilization patterns to enhance quality of service delivery.
Operations Manager
Foxtel
04.2010 - 09.2014
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
Various Roles
Foxtel
06.2000 - 06.2014
- Held various roles across a 14 year period - Sales, Service, Customer Retention, Workforce Planning, Technical Support.
Education
Swinburne University of Technology
Skills
- Critical Thinking
- Planning and Coordination
- Decision-Making
- Excellent Communication
- Good Telephone Etiquette
- Customer Service
- Quality Standards
- Customer Relationship Management
- Operational Standards
- Customer Needs Assessments
- Call Centre Strategy
- Employee Motivation
Personal Information
Mary O', raoti296@gmail.com, 0407538368, Ascot Vale, Victoria
Work Experience
- Head of Customer Sales Centre, My Connect, Melbourne, Victoria, 07/2020 - 06/2021, Full time, Key role was to drive performance improvements and sales across the call centre., Drove improvements in training and development, Contributed to development and implementation of customer experience framework
- Contact Centre Experience Specialist, Transurban, Manila, Philippines, 04/2015 - 09/2018, Full time, Supporting role to BPO partner call centre operations team to ensure key company metrics and goals achieved, Collaborating on development and training, improving customer experience interactions, process improvements and cross pollination of best practices across both off shore and on shore teams
- Various Roles, Foxtel, Moonee Ponds, Victoria, 06/2000 - 06/2014, Full time, Held various roles across a 14 year period - Sales, Service, Customer Retention, Workforce Planning, Technical Support.
- Senior Operations Manager, Bengaluru
Timeline
Career Break - For Health and Wellbeing Purposes
Career Break
07.2021 - Current
Sales Centre Operations Manager
MyConnect
06.2021 - 07.2021
Head of Customer Sales Centre
My Connect
10.2020 - 06.2021
Program Manager
Probe Group
11.2018 - 02.2019
Contact Centre Experience Specialist
Transurban
04.2015 - 09.2018
Operations Manager
Foxtel
04.2010 - 09.2014
Various Roles
Foxtel
06.2000 - 06.2014
Swinburne University of Technology
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