Shannon Crawford
Launceston,Australia
Summary
Senior Manager with extensive experience in Contact Centre Operations, specializing in complaint resolution and team leadership. Skilled in building high-performing teams and driving collaboration and customer advocacy in regulated environments. Expert in performance optimization through strategic thinking and creative problem-solving.
Overview
15
15
years of professional experience
Work History
Senior Manager Customer Contact Centre
Commonwealth Bank
09.2023 - Current
- Lead a hybrid Customer Care Team of 200 permanent and casual staff, delivering customer service excellence, managing and optimising the operational performance through strategic thinking, data insights and a continuous improvement culture.
- Played a key leadership role in the Consumer Finance Transformation Project, transitioning 85% of Consumer Enquiries to digital, optimising workforce planning and earning a CEO Quarterly Award.
- Guide and coach Team Leaders, enhancing service delivery and performance and support delivery of effective change connecting teams to purpose and strategy through clear communication, training and performance coaching achieving an engagement score of 90.
Retail Resolutions Manager
Commonwealth Bank
11.2020 - 09.2023
- Led a complaints resolution team focused on fair, timely and compliant outcomes for complex customer issues and in accordance with RG271.
- Developed stakeholder relationships, driving fair outcomes and enhancing complaint handling practices, addressing systemic issues and root causes.
- Mentored 15 team members, achieving a people engagement score of 90, fostering a culture of continuous improvement and collaboration.
- Participated in high conflict resolution training and coached others in these trained resolution skills, reducing escalations by 80%.
Direct Banking Team Leader
Commonwealth Bank
07.2014 - 11.2020
- Led service enhancements, resolving complaints, improving pipeline management and elevating client satisfaction, resulting in a 20% improvement in sales performance and needs-based conversations.
- Conducted in-depth analysis of performance data to identify trends, enabling informed decision-making and proactive adjustments to team strategies, improving efficiency and achieving 100% team KPI compliance.
- Fostered a supportive team environment, promoting open communication and collaboration, achieving a 90% people engagement score.
Assistant Team Leader
Commonwealth Bank
04.2012 - 04.2014
- Led daily operations as Assistant Team Leader, enhancing team efficiency and improved performance through effective coordination and leadership enabling the team to achieve Customer NPS 40+.
- Resolved customer issues, boosting satisfaction rates through needs-based conversations, personal connections, and effective communication.
- Handled high-volume calls, consistently meeting KPIs and contributing to team's service and sales goals, ensuring compliance and facilitating follow-ups.
Customer Service Representative
Commonwealth Bank
04.2010 - 04.2012
- Delivered high-quality service and sales performance, consistently meeting KPIs and contributing to team's service and sales goals.
- Resolved customer issues, boosting satisfaction through needs-based conversations, personal connections, and effective communication.
- Captured feedback, implemented improvements, and corrected service issues, enhancing overall customer experience.
Tour Leader- Africa
Africa Travel Co
09.2007 - 07.2009
- Managed logistics and led tours across Africa for 30+ clients, ensuring seamless travel and high satisfaction.
- Resolved on-site issues, maintaining safety and customer trust.
- Partnered with local guides to enrich tours, introducing unique experiences that facilitated local interactions promoting cultural exchange and respect.
- Managed all logistical aspects of tours, ensuring timely departures and adherence to safety standards, resulting in smooth operations.
Assistant Hotel Manager- Tanzania
Kipepeo Beach
01.2005 - 09.2007
- Led daily operations, elevating guest satisfaction and team productivity, increasing guest satisfaction rates to achieve average online review rating of 5 star.
- Introduced cost-saving strategies, realising measurable financial gains, reducing overall operational costs.
- Trained staff in customer service, boosting service quality, improving service quality and guest satisfaction and engagement.
Nightclub Manager- Switzerland
Rock Café
05.2002 - 12.2004
- Led a team of 30 staff, boosting revenue sales through weekly promotions and events, enhancing overall financial performance.
- Optimised inventory management, reducing waste and maintaining high service standards, contributing to streamlined operations.
- Implemented cost-control measures, achieving financial improvements and increasing efficiency.
- Ordered stock, monitored sales trends and customer feedback to drive targeted promotions and significantly increase patron engagement.
Education
Certificate IV - Hospitality Administration/Management
Drysdale Institute of Tafe
01.2001
Introduction To Project Management - Project Management
IBM
Online 05.2025 -
High Conflict Resolutions -
Institute of Conflict
OnlineSkills
- Stakeholder Management
- Regulatory Compliance
- Leadership Coaching
- Strategic Data Analysis
- Continuous Improveoptment
- Organizational improvement
- Cross-functional collaboration
Awards
- CEO Excellence Award, Commonwealth Bank, Work on Consumer Finance transformation project transitioning and streamline consumer lending enquiries from voice to online channels
- CSD Leader Award, Commonwealth Bank, Recognition for work and contribution to leader development and coaching
- CSD Ultimate Success Winner 2019 & 2021, Commonwealth Bank, Outstanding leadership in Direct Banking
Timeline
Introduction To Project Management - Project Management
IBM
05.2025 -
Senior Manager Customer Contact Centre
Commonwealth Bank
09.2023 - Current
Retail Resolutions Manager
Commonwealth Bank
11.2020 - 09.2023
Direct Banking Team Leader
Commonwealth Bank
07.2014 - 11.2020
Assistant Team Leader
Commonwealth Bank
04.2012 - 04.2014
Customer Service Representative
Commonwealth Bank
04.2010 - 04.2012
Tour Leader- Africa
Africa Travel Co
09.2007 - 07.2009
Assistant Hotel Manager- Tanzania
Kipepeo Beach
01.2005 - 09.2007
Nightclub Manager- Switzerland
Rock Café
05.2002 - 12.2004
High Conflict Resolutions -
Institute of Conflict
Certificate IV - Hospitality Administration/Management
Drysdale Institute of Tafe
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