Melissa Burley
Contractor Contact Centre Team Leader
Kempsey,NSW
Summary
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)
Kempsey, NSW
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
Kempsey, NSW
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
- Reception/Telephone duties/Scheduling appointments
- 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
Computer Literate with Internet, email, MS Word, Excel etc
Time Management with ability to prioritise work load demands according to deadlines
Cross-Cultural sensitivity awareness
Case Management
Multitasking Abilities
Adaptability and flexibilty to work well in a team environment or unsupervised
Problem-Solving Ability/Problem-Solving Support
Current Car Licence and own reliable vehicle
Complaint resolution/Conflict Resolution
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.
- 2015, Mission Australia, Volunteer Supervisor Indigenous Leadership Program Camp Gold Coast
- 2015, PCYC Nations of Origin, Volunteer Supervisor Newcastle Supervise 40 children (aged 12-16yrs)
- 2014-2015, Macleay Valley Mustang, Committee member
Education And Certificates
- 2024- White Card - CPCWHS1001 Statement of Attainment
- Current WWCC for employment
- Current National Police check.
- Currently enrolled in Cert 4 Community Services, TAFE NSW
- 2018- Participate in four-part series of workshops on Child Protection, Mid Coast Communities.
- 2018- RSA
- 2018- RCG
- 2017- Responding to child protection allegations against employees Training, Ombudsman NSW
- 2017- Respond to neglect in Disability sector training, Ombudsman NSW
- 2017- ASSIST Suicide Prevention training, Lifeline
- 2017- Boundaries Training, Samaritans
- 2017- First Aid Certificate, Australian Life Saving Academy.
- 2017- Accidental Counselling, Human Connections
- 2004- Completed HSC Kempsey High School
References
- Shellie Morrison, Resource & Development Manager, ODH - 02 6566 3700/ 0491 372 652, shellie.morrison@odh.com.au
- Montana Osborne, Contractor Contact Centre Manager- LAHC, ODH - 02 6566 3700 / 0427 619 807, montana.osborne@odh.com.au
Timeline
Contractor Contact Centre Team Leader -LAHC
ODH (Previously Known As O'Donnell & Hanlon)
07.2019 - Current
Reception/ Administration Close Shift – Customer Service Team (Full Time)
The Westport Club, Port Macquarie
03.2018 - 01.2019
HIPPY Home Tutor (Casual)
Samaritans
01.2017 - 12.2018
Hotel Manager/ 2IC / Bar attendant / Waitress
The Macleay Hotel-Flaming Steer
01.2004 - 05.2017
High School Diploma -
Kempsey High School
04.2001 -