Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Mark Purcell

Taylors Lakes,Australia

Summary

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Contact Centre Manager - Sales & Retention & Policy Administration Lead

Petcover Pet Insurance
06.2020 - Current
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Lead & direct operations within the Sales/Retention Department
  • Implementing process improvements, planning and coordinating daily operations within the Sales/Retention Department
  • Lead and motivate sales team to achieve sales goals
  • Cross-trained existing employees to maximize team agility and performance.
  • Monitoring service volumes & workforce planning
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Team Manager

Jetpets Animal Transport
02.2018 - 04.2020
  • Led employee relations through effective communication, coaching, training, and development.
  • Strived to achieve Team based & business KPI's
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Developed high-performing team by recruiting top talent, providing ongoing training, and fostering positive work environment.
  • Staff development through Achieve & Grow program
  • Built professional environment with strong culture
  • Provided clear direction for team members & conduct regular coaching
  • Performance and remuneration reviews
  • Staff recruitment
  • Domestic

Team Manager

RACV Insurance - IAG Direct Insurance
11.2007 - 02.2018
  • Managed a specialised team that dealt with a premium RACV Insurance product (Complete Care)
  • Led employee relations through effective communication, coaching, training, and development.
  • Successfully implemented the first WFH team
  • Strived to achieve business KPI's & Goals
  • Led employee relations through effective communication, coaching, training and development
  • Built professional environment with strong culture
  • Provided clear direction for team members
  • Completed quality assurance checks on phone calls & through file reviews
  • Completed performance & remuneration reviews
  • Staff recruitment & training
  • Entrusted as Acting Victorian Claims Manager on numerous occasions

Education

Bachelor of Management -

South West Missouri State University
01.2001

Bachelor of Business Management -

University of Ballarat
Ballarat, VIC
01.2000

Year 12 -

The Geelong College
Geelong, VIC
01.1997

Skills

  • Motivated
  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Organised
  • Flexible
  • Results Orientated
  • Proactive
  • Personable
  • Effective Leader
  • Team Player

Certification

  • National Crime Check, 2022
  • National Crime Check - Right to work check, 2022
  • Kaplan Professional - Tier 2 - General Advice/General Insurance, 2022
  • Australia Wide First Aid, HLTAID009 Provide cardiopulmonary resuscitation, 2021, HLTAID010 Basic emergency life support, 2021, HLTAID011 Provide First Aid, 2021
  • Pinnacle Safety & Training, PUAFER005 Operate as part of an emergency Organisation, 2021, PUAFEROO9 confine small emergency in a facility, 2021
  • COVID - Fully vaccinated
  • Drivers Licence - Motor Vehicle

References

Available upon request

Timeline

Contact Centre Manager - Sales & Retention & Policy Administration Lead

Petcover Pet Insurance
06.2020 - Current

Team Manager

Jetpets Animal Transport
02.2018 - 04.2020

Team Manager

RACV Insurance - IAG Direct Insurance
11.2007 - 02.2018

Year 12 -

The Geelong College

Bachelor of Management -

South West Missouri State University

Bachelor of Business Management -

University of Ballarat

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Mark Purcell