Melissa Hann
Saratoga
Summary
Results-driven professional with over 25 years of experience in customer service, combined with a strong track record in managing complex tasks and projects. Has proven ability to design and implement effective communication strategies, engage with diverse stakeholders, and ensure project objectives are achieved efficiently. Facilitates effective collaboration and coordination across various teams and stakeholders. Adapts to dynamic environments and manages multiple priorities with a flexible, solution-oriented approach. Expertise lies in strategic planning, organization, and time management, paying keen attention to detail and taking a pragmatic approach to problem-solving.
Overview
19
19
years of professional experience
Work History
Team Leader Registrations
Long Service Corporation
05.2024 - Current
- Manage a diverse team of 8 working in a high-demand environment, demonstrating resilience and adaptability
- Manage and respond to highly complex escalated enquiries to complete related tasks and achieve service standards
- Apply specialised knowledge, legislation, regulations and procedures to facilitate appropriate customers outcomes
- Monitor and identify new issues and developing systems, procedures, and initiatives to enhance performance and achieve objectives
- Provide feedback and coaching to team members, fostering their development and improving project performance to meet standards and achieve objectives
- Keep current with evolving project updates information and requirements to ensure quality and effective service delivery
- Develop and implement processes to enhance team efficiency, lead through change, and resolve emerging issues effectively
Customer Service Officer
Long Service Corporation
09.2020 - Current
- Investigate, analyse, and determine applications for Employer registrations for the Long Service Corporation
- Maintaining Long Service Corporation records accurately and updating customer contact details on the database
- Provides a wide range of administrative and processing task with accuracy and efficiency
- Working in a high-volume environment within agreed timelines
- Respond to worker and employer correspondence via email/phone providing high quality customer service, information, and advice to customers
- Work flexibly in a team environment, managing on workloads and adjusting changing workloads as directed
Senior Coordinator Registrations
Long Service Corporation
01.2024 - 02.2024
- Leading a team of customer service professionals, mentoring, and guiding team members and operating as an internal liaison to facilitate and coordinate the business requirements
- Allocate work, supervise, develop, and coach customer service staff to establish and maintain a culture of teamwork, achievement, and accountability, which are outcome focused within agreed timeframes and resources
- Perform a range of management and administrative tasks including monitoring and managing work priorities and streamlining processes/systems to implement best practices
- Undertake research and analysis to evaluate Unit performance and contribute to development of business strategies and targets
- Provide quality, timely and accurate technical advice and recommendations on operational policy development and the impact of changes to legislation, regulation and policy on Long Service Corporation and its stakeholders
- Develop and manage the performance of staff by providing performance feedback, mentoring, and coaching and identifying and implementing strategies to meet development needs
- Review and analyse work volumes, develop, and implement systems, procedures, and projects, report new or emerging issues, and recommend changes to achieve business outcomes
- Develop and maintain specialised knowledge, techniques, and skills to deliver a high-quality client/customer service
- Demonstrating resilience while managing competing priorities and high volumes of work
- Implementing and improving work processes and plans to enhance team performance and efficiency
- Leading staff through change, providing solutions to the constant change in the business environment and business process optimisation
First & Business Class Flight Attendant
Qantas
03.2008 - 03.2023
- Management and development of staff when operating as Customer Service Supervisor in Economy
- Effectively supported and managed team members
- Providing constructive feedback through Professional Development plans
- Completed flight logs, passenger action reports and inventory paperwork with high attention to detail
- Providing coaching and mentoring to staff
- Demonstrated and clearly explained safety processes and emergency procedures to passengers
- Provided key information about offerings/flight information to passengers
- Ensured that prompt communications were distributed between the flight deck and the cabin crew
- Improved customer satisfaction by finding creative solutions to problems
- Worked closely with team members to deliver exceptional service
- Caring for customers and anticipating their needs
- Knowing how to judge individual passengers and providing personal service without being intrusive
- Recognising top tier frequent flyers; welcoming them and giving recognition for loyalty
- The ability to build relationships and a good rapport with both customers and crew members
- Contributed positively to a team environment, with the adaptability to work independently
- Maintaining knowledge of all service, operational and safety standards
- Negotiation and conflict resolution skills
Customer Concierge
Service NSW
05.2020 - 09.2020
- Working in a high-volume contact centre managing enquiries and assisting customers by providing knowledge in Tenancy, Rental Bonds and Property Licensing
- Subject Matter Experience for Tenancy, educating and helping internal stakeholders
- Demonstrates and clearly explains products by providing accurate and efficient information
- Professionally responds to enquiries and complaints, accurately resolves issues that arise and escalating complex issues through appropriate channels
- Ensuring high levels of customer service delivery and providing a first point resolution
- Sound understanding of knowledge of products with effective navigation and use of CAS, Salesforce, One Gov and Rental Bonds System
- Confident in navigating and applying correct use of Legislation for Tenancy and Property Licensing
Customer Service Representative
NRMA Motoring and Services
03.2006 - 03.2008
- A proven track record of sales, which can be attributed to my use of the Revenue Sales model, ensuring performance goals, targets and KPIs were met daily
- Prepared, compiled and delivered travel itineraries and travel insurance quotes/reports and responded
- File and database management and report writing
- Maintained member relationships and actively influenced members ensuring that information provided to the public met quality standards
- Monitored customer enquiries received from the members via email and phone
- Prioritised all mail received and kept key stakeholders informed of any issues that needed to be urgently addressed
- Resolving complaints and transferring calls to the right department
- Brought any issues to the manager's attention in a timely manner
- Responded to a high volume of calls from members and stakeholders and provided timely updates to members on any issues or delays
- Cross-trained staff members in Travel and Tourism resulting in an increase in customer satisfaction ratings
- Answered a high volume of inbound calls per day and directed to designated individuals or departments
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
Education
Bachelor of Social Science - Recreation and Tourism
University of Newcastle
Callaghan, New South Wales12.2002
Skills
- Providing customer support
- Leadership
- Managing through change
- Communication and presentation
- Administration
- Record/database management
- Report writing
- Training and coaching
- Safety procedures
- First Aid/CPR
- Communications
- Team Management
- Relationship Development
- Adaptive team player
- Problem-solving abilities
- Inbound and outbound calling
- Quality assurance controls
Accomplishments
- Currently collaborating with another Registration Team Leader to create a Registrations SharePoint initiative to ensure relevant resources are up to date and located in one location.
- Identified the need to reduce workload from cases issued from by the Claims Team, which I managed through a spreadsheet and multiple daily emails. I proposed creating a new Claims Request Queue. The claims team would place cases in this queue for the Registration team to handle before processing, improving tracking and management. The queue was implemented with a daily roster and my workload was reduced dramatically, customer service satisfaction improving and Claims requests resolved more efficiently.
- The opportunity to demonstrate and build on my leadership skills in the role, demonstrating my resilience and courage by accepting and committing to change while being flexible. Having been given the opportunity to develop and build on these skills for a second time, I'm looking forward to engaging and motivating staff while working on my professional development and continuous learning.
- Implementing a procedure and work arounds for duplicate contacts and log in portals issues which presented with the roll out Salesforce.
- Participating and assisting with the running of a Town Hall.
- Assisting and running of Long Service Corporation All in Day.
Timeline
Team Leader Registrations
Long Service Corporation
05.2024 - Current
Senior Coordinator Registrations
Long Service Corporation
01.2024 - 02.2024
Customer Service Officer
Long Service Corporation
09.2020 - Current
Customer Concierge
Service NSW
05.2020 - 09.2020
First & Business Class Flight Attendant
Qantas
03.2008 - 03.2023
Customer Service Representative
NRMA Motoring and Services
03.2006 - 03.2008
Bachelor of Social Science - Recreation and Tourism
University of Newcastle
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