Renee McGill
Dawesville,Australia
Summary
Skilled Customer Service Supervisor with a background in managing customer service teams, ensuring high-quality customer interactions, and resolving complex customer complaints. Strengths include problem-solving capabilities, strong leadership skills, and the ability to implement effective customer service protocols. Previous work has resulted in improved team productivity, enhanced customer satisfaction rates, and streamlined service procedures.
Overview
10
10
years of professional experience
Work History
Customer Service Supervisor
Bet365
Darwin, NT
07.2017 - 03.2023
- Acted as Staffing Supervisor to run daily operations of inbound contact lines
- Monitored and assigned staff to 3 inbound contact methods; inbound call line, live chats and emails
- Conducted responsible gambling reviews and live contact with customers, to ensure betting behavior’s remained as a fun and leisurely activity
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Coached employees through day-to-day work and complex problems
- Coached team members to deliver hospitable, professional service while adhering to set service models
- Resolved account issues to build rapport and relationships with clients
- Assessed and authenticated customer exchanges, voids and returns
- Established and updated work schedules to account for changing staff levels and expected workloads
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Monitored metrics and developed actionable insights to improve efficiency and performance
Customer Account Team Leader
Bet365
Darwin, NT
07.2015 - 07.2017
- Lead a small team of advisors, monitoring quality and accuracy of calls
- Coached and developed advisors, by providing consistent support and mentoring
- Acted as the first point of escalations regarding complaints
- Conducting analysis of calls, reviewing customer accounts to offer the most reasonable solutions and gestures of goodwill to customers
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out day-day-day duties accurately and efficiently
- Demonstrated respect, friendliness and willingness to help wherever needed
- Worked flexible hours; night, weekend, and holiday shifts
- Maintained energy and enthusiasm in fast-paced environment
- Proved successful working within tight deadlines and fast-paced atmosphere
- Used critical thinking to break down problems, evaluate solutions and make decisions
Customer Account Advisor
Bet365
Darwin, Northern Territory
03.2013 - 07.2015
- Placed bets for customers via inbound call center
- Monitored live sports and status of sporting events for accurate bet placement and customer service
- Delivered prompt service to prioritize customer needs
- Met customer call guidelines for service levels, handle time and productivity
- Trained new personnel regarding company operations, policies and services
Education
High School -
Sanderson High School
Darwin, Northern TerritorySkills
- Customer service
- Team building and leadership
- Workflow management
- New hire training
- Research and due diligence
- Call center management
- Team management
- Training development
- Customer escalations
- Team productivity
- Report generation
- Call monitoring
- MS office
- Staff assignments and supervision
- Handling escalations
- Call center operations
References
References available upon request.
Timeline
Customer Service Supervisor
Bet365
07.2017 - 03.2023
Customer Account Team Leader
Bet365
07.2015 - 07.2017
Customer Account Advisor
Bet365
03.2013 - 07.2015
High School -
Sanderson High School
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