Nicole Thomas
Wantirna,VIC
Summary
Accomplished senior leader with over 20 years of expertise in Contact Centre Service & Sales operations, key account management, and Vendor/BPO management. Adept at driving operational excellence, optimising processes, and integrating cutting-edge technologies to enhance service delivery and boost performance. Renowned for a tenacious, ethical, and positive approach to leadership, coupled with a strong ability to work autonomously while delivering consistent, high-impact results. A resourceful problem-solver with a proven track record of elevating service standards, fostering client relationships, and achieving strategic business goals in dynamic environments.
Overview
9
9
years of professional experience
Work History
Senior Operations Manager
Block Inc
Melbourne
07.2019 - Current
- Spearheaded successful training initiatives for new and established employees, empowering team members with better knowledge and abilities
- Enhancing Customer Experience (CX): Analysing the value of service to drive improvements in customer experience
- Evaluated performance through effective KPI tracking, reporting and analysis, using data to realign and optimise approaches
- Adopted and integrated process and technology solutions to boost efficiency
- Determined operational strategies to bring procedures and personnel in line with company values
- Managed customer experiences with close eye on team interactions, touchpoints and methods of engagement
- Established clear expectations and objectives for team members and helped each achieve goals
- Revitalised operations and improved process engagement to outperform targets
- Motivating, developing and improving their team through coaching and training, to build high performing teams who operate within a high-performance culture that collaboratively drive best business outcomes
- Champion Top Tier service by delivering an unparalleled service experience across multi-site teams, diverse product offerings, and various channels
- Measured by CSAT, NPS, average order value, product utilisation, and cost-effectiveness
- Vendor /BPO Partnership and Management: Navigated the selection and nurturing of vendor relationships to optimise service delivery.
Customer Experience Manager
Incolink Melbourne
04.2019 - 07.2019
- Managing service levels within the inbound and outbound contact Centre
- Created, designed and implemented a Call quality framework aligning the compliance and customer experience requirements
- Produced daily productivity reporting to allow the team to understand the challenges and successes delivered
- Spearheaded the creation and roll out of performance management of the Solutions team through continuous coaching and development working with agreed SMART action plans
- Managed the workflow of all business processing including the preparation of reports to support the Member experience department
- Created, designed and implemented induction training and ongoing coaching tools to support the business in delivering an outstanding customer experience on every call.
Customer Support Manager
Moula B2B loans
Melbourne
09.2016 - 03.2019
- Created, designed, and implemented induction training material in line with compliance and customer experience requirements
- Implemented the New Voice Media call platform
- Monitored sales calls to ensure alignment with compliance requirements and agreed SMART action plans, aligning these with ongoing coaching and development through one-on-ones
- Managed procedures and policies within the Inside Sales team to ensure clear guidelines for all elements of our function
- Oversaw the ongoing performance management of the Inside Sales Teams through continuous coaching and development in a timely manner
- Liaised with customers, management, and sales teams to better understand customer needs and recommend appropriate solutions
- Responsible for recruiting the Inside Sales Team, interviewing, and hiring individuals who would add value, dedication, and knowledge to the sales team.
Client Services Manager
Cardtronics
04.2015 - 09.2016
- Supervised 15 service team members delivering a 1st class customer experience and ATM technical support colleagues within an inbound Call Centre environment
- Responsible for the recruitment and the ongoing training of the Contact Centre team to ensure that we are giving our customers the best customer service
- Responsible for the ongoing Regulatory and Legislative requirements to meet all Risk and Compliance expectations through ongoing monthly reporting and the creation and implementation of Risk procedures for the key encryption process
- Responsible for the management of procedures and policies within the Contact Centre team to ensure that there are clear guidelines for all elements of our function
- Responsible for the ongoing performance management of the Contact Centre teams.
Skills
- ROI Management
- Standard Operating Procedures
- Stakeholder Management
- Operational Excellence
- Cross channel Expertise
- KPI reporting
- Customer Orientated
- Operations Management
- Strategic Planning
- Coaching and Training Vendor/BPO Management
Timeline
Senior Operations Manager
Block Inc
07.2019 - Current
Customer Experience Manager
Incolink Melbourne
04.2019 - 07.2019
Customer Support Manager
Moula B2B loans
09.2016 - 03.2019
Client Services Manager
Cardtronics
04.2015 - 09.2016
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