Stella Tsotra

In my current role I manage the NAB Rewards marketing program which includes oversight of the NAB Loyalty Contact Centre alongside maintaining invoicing records, reconciling, approving Loyalty invoices and educating colleagues and stakeholders on the NAB Rewards program.

Additional responsibilites also include;

• Manage and co-ordinate NAB rewards consumer, Flybuys and Velocity portfolio, partnership and acquisition onboarding campaigns
• Manage risk events and change initiatives working alongside the risk, resolutions and customer remediation teams
• Invoicing of loyalty partner financials including reconciliation, recouping of funds and contract spend
• Collaborate with 3rd party loyalty provider to support and provide feedback on website design and eDM content marketing in alignment with brand guidelines
• Implement targeted campaigns to increase portfolio spend currently at 88%, retention and ensure they're aligned with the Rewards and Product Development objectives
• Optimise contact centre performance, manage customer complaints and ensure compliance is maintained as per ASIC controls.
• Maintain records of payments and expenditures with loyalty partners and providers, including purchase orders, invoices, statements.
• Build and implement new processes and communicate change to stakeholders and impacted businesses.
• Effectively oversee risk by proactively ensuring adherence to policies and compliance requirements.
• Execute necessary controls, follow relevant processes and procedures associated and promptly escalate any identified events, issues, or breaches.
• Continuously oversee customer service calls in the NAB Rewards contact centre, ensuring that representatives comply with service standards and adhere to best practices.
• Led initiatives to address NAB Rewards NPS customer feedback

As a team leader my key responsibilities included managing and updating all controls relating to team process and call guides, provide ongoing coaching and training to team members and building scorecards relevant to team development and performance aligned to business KPIs.

Additional responsibilities involved;

• Proactively managed stakeholder relationships
• Building employee rostering and scheduling in a way to best service customers and remain compliant with regulations
• Successfully migrate the team to NAB during the sale of MLC to IOOF
• Conveyed information relating to regulations and practices in a way that results in improved relationships for financial planners and customers
• Conveyed information relating to regulations and practices in a way that results in improved relationships for financial planners and customers
• Identified, built, and implemented change to processes to provide better customer experiences through new call queues and banker updates including an AFSL compliance piece
• Provided SME insight during stakeholder meetings with NAB and MLC
• Managed team capacity planning to ensure Service Level Agreements were met

Progressing from the frontline contact centre role, I stepped into the Customer Experience Associate position which saw me manage QA, train new team members and work with stakeholders to build and implement new processes to achieve a better customer experience

Additional responsibilities involved;

• Proactively managing risk and compliance to ensure business and regulatory compliance is met
• Creating training process documentation for new employees and consistently evolving existing documentation ensuring content was relevant and up to date
• Provided coaching to existing employees to ensure a high level of performance and scorecard metrics are met
• Implemented pilot programs and effectively communicated outcomes to stakeholders
• Built and implemented performance plans to support team members
• Identified, built and implemented change to processes to provide better customer experiences during and post calls
• Managed customer escalations, complaints adhering to compliance standards
• Provided feedback and updates to the Team Lead on team performance
• Completed quality assurance assessments to analyze call experience and increase positive service standards

• Manage the delivery of an outstanding customer experience over the phone
• Booked appointments for customers with Financial Planners/Specialists and referred customers to other areas of the business identified via the triage process
• Effectively managed inbound/outbound call volumes to adhere to SLA KPI metrics
• Provide ongoing education to referral partners
• Accurate diary management
• Principal contact point for clients and Branch referral staff with general wealth queries.