Currently seeking to obtain and maintain full-time position that offers professional challenges and progression utilising interpersonal skills, excellent time management and problem-solving skills as my current contractual position is ending in the coming months. I am a quality driven team leader with 5 yrs call center experience across a variety rolls within the current Company's Contact centre structure which services the LAHC Housing Maintenance Contract.
Overview
20
20
years of professional experience
Work History
Contractor Contact Centre Team Leader -LAHC
ODH (Previously Known As O'Donnell & Hanlon)
07.2019 - Current
July 2019- February 2022,LAHC CCC Operator (24/7 Call Centre Roster)
Maintain call centre queue lines ensuring prompt response and call wait KPI times are achieved while providing professional and courteous response to client enquiries.
Triage all required maintenance requests within contractual guidelines and priority classifications.
Generate work orders providing clear transparent information to Subcontractor for response attendance to required maintenance issues received via variety reporting methods e.g. Maintenance Call Centre directly by tenant or CSO, Online reporting platform (E-Repairs) or via email from CSO or Stakeholder on tenants behalf.
Engage contractors for assignment to work orders based off region, occupation/qualifications and timelines for completion schedules.
Provided availability to manage/work across a variety of shift allocations based on a 24/7/365 roster for contractual requirements.
Complete general Admin Call Centre tasks such as inbox management of Client Service Officers correspondence, Subcontractor enquires, Data Entry of Subcontractor documents for Admin Accounts team.
February 2022 -December 2022, LAHC Admin Officer
Provide admin based support to LAHC Team Leader/LAHC Manager
Engage in daily follow ups of all Due/Urgent work orders ensuring subcontractor are attending and completing works within contractual timeframes.
Obtain subcontractor estimates where required and action in a timely manner ensuring approvals are sought from required personal and works completed within timeframes.
Data entry of Subcontractor documents.
Compliance check and assess all documents supplied by Subcontractors. Action/request amendments where required if documents are not compliant. Cross referencing Subcontractor claims as per their individual Schedule of Rates for each company.
Process claims in Loc8 System for completed contract works.
Liaise with Subcontractor for all enquires regarding work order, invoices and provide updates.
December 2022 - FM Service Centre/LAHC CCC Team Leader
Provide contract support to LAHC Manager
Manage the daily operations of the Contract Contact Centre, overseeing LAHC Admin team and CCC operators providing required assistance.
Assist with development/training of incoming CCC Operators.
Monitoring and Auditing of inbound calls to improve service delivery and quality, minimising the possibilities of future errors whilst tracking staff performance and identifying key areas for personal feedback, growth and training required.
Evaluation of operator performances via Call Analysis, work order triaging and conducting regular competency assessments in identified areas of concerns.
Reinforce all Corporate Company policies and procedures are adhered to by all staff to assist in maintaining a safe work environment.
Monitor monthly KPI requirements in regards to claim timeframes, overdue and Urgent work orders are met for Admin team.
Provide approval to subcontractor estimates where total value of required works is within the financial delegation limit for position description.
Provide a point of escalation for CCC operators experiencing difficulty with reported maintenance issue or responding to difficult call outcome.
Provide rostering assistance to cover basis of 24/7 Call Centre shifts to ensure optimised staffing levels based on required work volumes.
Assist Management with Monthly Audits reviews with external Stakeholders.
Reception/ Administration Close Shift – Customer Service Team (Full Time)
The Westport Club, Port Macquarie
03.2018 - 01.2019
Provide assistance in all general administrative tasks as Front of Office point of contact on entry.
Cash handling/ EFTPOS/ Cheques / Online BPoint payments and Gift Certificates. Processing account/function payments
Adhere to company procedures for close of trading (3am Sun- Thurs, 6am Fri-Sat) ensuring safety and security of premises.
Perform close of trade meter reads for gaming machines and forward to management
Create a genuine connection with our members and visitors the minute they walk through the door or when they call to make enquires
Signing in Visitors using Circle scanners
Responsible for Screening incoming patrons to ensure that patrons are not trying to enter the premises intoxicated or under the influence of illegal substances and refusing entry if needed
Operate the clubs rewards shop (Takeaway sales shop)
Processing New Club Memberships and Membership renewals through Ebet system
Report necessary incidents via Risk Manager (Online Incident Report system) Make restaurant bookings for lunch and dinner via in person, over the phone or online reservation from our website
Liaise with fellow staff member to ensure smooth transition of shift swaps
HIPPY Home Tutor (Casual)
Samaritans
01.2017 - 12.2018
Visiting regular clients and families weekly, providing them with support of an educational resource program
Maintained open lines of communication with parents regarding their child''s progress and any concerns or challenges encountered during the tutoring process.
Offer support and guidance to our client’s families
Facilitate and participate in group meetings with HIPPY children and parents, organising activities for participation
Demonstrated effective conflict resolution skills
Photocopy, filing, maintain diary, weekly work schedules
Ensure that child protection legislation is adhered to
Ensure the provision of service which practice positive and consistent interaction with families, while promoting an environment which focuses on their strengths and capabilities
Perform front of house duties at Samaritans Community Hub interacting with clients from a variety of cultural backgrounds and referring them onto appropriate sectors within the hub.
Hotel Manager/ 2IC / Bar attendant / Waitress
The Macleay Hotel-Flaming Steer
01.2004 - 05.2017
Team Building and Training
Budgeting and cost control strategies
Cash handling of large amounts
Banking/ EFTPOS/ Cheques
Personally responsible for Open/ Close procedures on regular basis
Conflict resolution
Staff supervision
Stock rotation and Ordering
Ensure hotel security procedures are upkeep
Observe an ensure OH&S procedures are followed
Front and Back of house responsibilities (e.g
Bar attendant, waitress, kitchen hand and cleaning duties when required)
Perform all necessary procedures on Poker machines, TAB and KENO facilities
Explore new avenues of marketing and promotion to ensure regular flow of customers
Co-ordinate and organize functions for all occasions.
Education
High School Diploma -
Kempsey High School
Kempsey, NSW
04.2001 -
Skills
Exceptional Phone/Customer Services Skills
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Interests Hobbies And Voluntary Work
2013 - 2021, Burrun Dalai Forster Carer family providor for Respite relief.
2016 - 2018, Schools as Community Centre, Participate weekly in Playgroup activities with Schools as Community centers program (at Daliguar Preschool).
2018, Maclay Valley Mustangs, Treasurer
2018, Macleay Netball Association, Representative Team Manager.