Robyn Miller
Perth,WA
Summary
Hardworking manager with a positive attitude and many years of experience managing people and teams. Excellent interpersonal, time management and problem solving skills and a willingness to take on added responsibilities to meet team goals. Seeking a challenging role with an organisation that provides opportunities for growth and advancement.
Overview
27
27
years of professional experience
Work History
Contact Centre Manager
Swan Taxis
01.2020 - Current
- Manage and lead a team of service officers across multiple locations.
- Responsible for recruitment, training, mentoring and performance management of staff.
- Develop policies and procedures to ensure services are delivered accurately and efficiently to a range of stakeholders
- Manage scheduling of staff (casual and permanent) across a 24/7 business to ensure service levels are met and budgets are complied with.
- Analyse and identify opportunities for process improvements, increased efficiencies, and cost reductions.
- Manage escalated complaints from a range of stakeholders (internal and external).
- Analyse information and data and develop and implement creative solutions to complex problems.
- Identified issues, analyzed information and provided solutions to problems.
- Led change management initiatives to drive organisational transformation.
Call Centre 2IC
Swan Taxis
03.2016 - 01.2020
- Assisted the Call Centre Manager in the day to day operations of the call centre.
- Assessed and developed skills, knowledge and abilities of call centre staff to ensure the objectives of the call centre and organisation were met.
- Developed and implemented changes in policy and procedure and ensured compliance with relevant industry legislation.
- Analysed call centre statistics and provided reports to senior management on performance.
- Managed team performance and prepared training materials and provide coaching as required.
- Investigated and responded to customer service complaints.
- Promoted a safe work environment.
Team Leader
Swan Taxis
02.2011 - 03.2016
- Managed call centre operations to ensure the efficient running of operations without supervision
- Provided leadership, mentoring and coaching to new and existing staff members
- Prioritised tasks and delegated accordingly
- Provided excellent customer service to a range of stakeholders including travellers, drivers and contract clients.
Customer Service Representative
Swan Taxis
08.2010 - 02.2011
- Delivered prompt and efficient service to a range of customers
- Managed complaints from customers with empathy and provided solutions to complex issues.
Sales Coordinator and National Administrator
Universal Publishers
03.2004 - 09.2009
Team Leader - Finance & Contracts
HFC Bank
03.2003 - 12.2003
Logistics Manager
Universal Press
09.2002 - 03.2003
Account Manager
Sony
02.1997 - 08.2001
Education
Bachelor of Science - Human Biology
Edith Cowan University
Perth, WACertificate III & IV - Community Services
Central Tafe
Perth, WASkills
- Leadership and team management
- Effective communication skills (written and verbal)
- Problem solving
- Self-motivated
- Time-management, prioritising and delegation
- Conflict resolution skills
- Project and change management
- Teamwork and Collaboration
- Cultural Awareness
- Proficient in Word, Excel, PowerPoint, SAP, BI, Riteq, Tanda, HubSpot and more
REFERENCES
Available on request
Timeline
Contact Centre Manager
Swan Taxis
01.2020 - Current
Call Centre 2IC
Swan Taxis
03.2016 - 01.2020
Team Leader
Swan Taxis
02.2011 - 03.2016
Customer Service Representative
Swan Taxis
08.2010 - 02.2011
Sales Coordinator and National Administrator
Universal Publishers
03.2004 - 09.2009
Team Leader - Finance & Contracts
HFC Bank
03.2003 - 12.2003
Logistics Manager
Universal Press
09.2002 - 03.2003
Account Manager
Sony
02.1997 - 08.2001
Bachelor of Science - Human Biology
Edith Cowan University
Certificate III & IV - Community Services
Central Tafe
Similar Profiles
FEROZ AHMEDFEROZ AHMED
TAXI DRIVER at Swan TaxisTAXI DRIVER at Swan Taxis
Amrinder SinghAmrinder Singh
Cab Driver at Swan TaxisCab Driver at Swan Taxis
Andrew KohAndrew Koh
Head of Business Development and Operations at Swan Taxis Pty LtdHead of Business Development and Operations at Swan Taxis Pty Ltd