Summary
Work History
Education
Skills
Timeline
Generic

Michelle Lange

Gidgegannup

Summary

Dynamic professional with a proven track record at Asgard-the Westpac Group, excelling in customer retention strategies and complaint handling. Successfully led process improvements that reduced call abandonment rates and enhanced team collaboration through innovative knowledge management systems. Strong problem-solving skills and a commitment to coaching and mentoring drive exceptional results in fast-paced environments.

Work History

Contact Centre Consultant

Asgard-the Westpac Group, Superannuation
  • Initiated process improvement projects that resulted in significant reductions in call abandonment rates due to improved call flow management techniques.
  • Enabled seamless information sharing among team members by implementing a centralized knowledge management system, reducing call handling times and promoting accuracy in resolving inquiries.
  • Managed escalated calls effectively, resolving complex issues while maintaining a high level of professionalism and empathy.
  • Optimized workforce scheduling based on historical data analysis, minimizing operational costs while ensuring sufficient staffing levels during peak hours.
  • Reviewed monthly KPIs against targets regularly; Identified trends and implemented corrective action plans to ensure consistent achievement of contact center objectives.

Assessment Officer

Asgard-the Westpac Group, Superannuation
  • Contributed to the development of effective assessment tools for diverse student populations.
  • Facilitated professional development workshops for educators aimed at enhancing their understanding of formative and summative assessments.
  • Fostered strong relationships with external stakeholders such as parents, community organizations, and regulatory agencies by communicating relevant information regarding school performance.
  • Optimized decision-making processes through accurate and timely data-driven recommendations.
  • Developed comprehensive training materials for staff members on proper assessment procedures and best practices.
  • Conducted rigorous statistical analyses to evaluate program effectiveness and inform future improvements.
  • Spearheaded efforts to integrate cutting-edge technology into the assessment process, increasing efficiency while reducing errors.
  • Assisted in the design and implementation of standardized testing protocols, resulting in more consistent evaluation outcomes.
  • Improved communication between departments by establishing a centralized assessment database.
  • Managed complex projects involving cross-functional teams focused on improving overall educational outcomes.

Technical Specialist

Asgard-the Westpac Group, Superannuation
  • Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
  • Provided exceptional customer support, resolving complex technical issues with effective communication skills.
  • Completed troubleshooting and diagnostics on company resources.
  • Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
  • Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
  • Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
  • Reduced downtime by proactively identifying potential network problems and implementing corrective measures.
  • Streamlined technical workflows for enhanced productivity through the implementation of automation tools.

Managed Funds Technical Specialist

Asgard-the Westpac Group, Superannuation
  • Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
  • Provided exceptional customer support, resolving complex technical issues with effective communication skills.
  • Completed troubleshooting and diagnostics on company resources.
  • Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
  • Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
  • Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
  • Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
  • Reduced downtime by proactively identifying potential network problems and implementing corrective measures.
  • Streamlined technical workflows for enhanced productivity through the implementation of automation tools.
  • Enhanced data security, implementing rigorous backup procedures and disaster recovery plans.
  • Implemented robust cybersecurity measures to protect sensitive data and prevent unauthorized access.
  • Improved systems with addition of new features and infrastructure.
  • Troubleshot systems comprised of security alarms and Internet connectivity.
  • Authored best practices documentation for use in new personnel onboarding processes.
  • Developed technical requirement documentation for new software products.
  • Assessed business requirements to create focused solutions.
  • Conducted root cause analysis of vehicle systems to locate and correct problems.

Associate Business Analyst

Asgard-the Westpac Group, Superannuation
  • Researched competitors to build report of rising trends in Type markets.
  • Worked one-on-one with clients to improve Type specifications.
  • Exercised critical thinking to resolve Type error in Type reports.
  • Created detailed Type reports from Type research for review by development team.
  • Consistently met tight deadlines under pressure while maintaining exceptional attention-to-detail standards expected in high-stakes situations.
  • Presented findings from research initiatives in a clear and concise manner, allowing stakeholders to make informed decisions without unnecessary delays.
  • Reduced company expenses, conducting in-depth cost-benefit analyses on key projects.
  • Organized daily tasks for better efficiency and use of resources.
  • Participated in regular training sessions and workshops to stay updated on industry best practices and emerging technologies relevant to job function.
  • Streamlined operational efficiency by identifying areas of improvement and implementing effective solutions.
  • Enhanced business processes by analyzing data and creating detailed reports for management review.
  • Demonstrated excellent problem-solving skills when faced with unexpected challenges, devising innovative solutions that minimized negative impacts on project timelines or budgets.
  • Actively contributed to the ongoing success of team members by sharing knowledge, insights, and best practices during regular meetings and collaborative working sessions.
  • Contributed to increased customer satisfaction levels by recommending improvements to internal processes based on client interaction experiences.
  • Increased project success rates with thorough requirement analysis and effective communication between stakeholders.

Technical Lead

Asgard-the Westpac Group, Superannuation
  • Led a team of developers to successfully deliver high-quality software projects on time and within budget constraints.
  • Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
  • Enhanced system performance with thorough code reviews, debugging, and optimization techniques.
  • Maintained close communication with clients throughout project life cycles for accurate progress reporting and prompt issue resolution.
  • Evaluated and recommended new tools and technologies that resulted in increased development efficiency and up-to-date technical skillsets within the team.
  • Implemented continuous integration and deployment strategies for faster release cycles and improved application reliability.
  • Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences.
  • Drove customer satisfaction by prioritizing feature requests based on detailed analysis of user feedback and market trends.
  • Provided educational expertise and mentoring to junior team members.
  • Mentored junior developers through regular 1-on-1 meetings, providing guidance on best practices, coding standards, and career growth opportunities.
  • Improved systems with addition of new features and infrastructure.

Account Manager

Asgard-the Westpac Group, Superannuation
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Actively participated in networking events within the industry, expanding professional connections and generating leads.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
  • Streamlined internal processes for better efficiency in account management tasks.
  • Improved overall team productivity by implementing best practices in organization and time management.

Head of Accounts Management

Asgard-the Westpac Group, Superannuation
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Education

SACE -

Charles Campbell Secondary Collage
Adelaide, SA
12.1998

Skills

  • Stress tolerance
  • Coaching and mentoring
  • Complaint handling
  • Innovation and creativity
  • Workforce management
  • Customer retention strategies
  • Industry expertise
  • Escalation management
  • CRM software
  • Contact center metrics
  • Call handling expertise
  • Customer service
  • Problem-solving skills
  • Call center customer service
  • Resolving issues
  • Customer communications
  • Verbal and written communication
  • Cash handling
  • Answering questions
  • Customer support
  • Communicating with clients
  • Gathering information
  • Data entry
  • Product knowledge
  • Interpersonal skills
  • Documentation and reporting
  • Training experience
  • Complaint resolution
  • Payment processing

Timeline

Contact Centre Consultant

Asgard-the Westpac Group, Superannuation

Assessment Officer

Asgard-the Westpac Group, Superannuation

Technical Specialist

Asgard-the Westpac Group, Superannuation

Managed Funds Technical Specialist

Asgard-the Westpac Group, Superannuation

Associate Business Analyst

Asgard-the Westpac Group, Superannuation

Technical Lead

Asgard-the Westpac Group, Superannuation

Account Manager

Asgard-the Westpac Group, Superannuation

Head of Accounts Management

Asgard-the Westpac Group, Superannuation

SACE -

Charles Campbell Secondary Collage

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Michelle Lange