Tania McLean
Loftus,NSW
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly.
Skilled in problem-solving and optimizing performance. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team, committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
27
27
years of professional experience
Work History
Workforce Analyst
Dyson
Taren Point
08.2022 - Current
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Maintained accurate records of all workforce analytics activities for easy reference when needed.
- Maintained workforce plans to ensure adequate staffing levels.
- Exhibited exceptional organizational skills in effectively managing tasks and prioritizing deadlines
- Skillfully addressed and coordinated schedule-related inquiries, encompassing leave, shift swaps, and overtime.
- Schedule management of breaks for staff in advance to ensure sufficient coverage is maintained at all times; minimize the need to adjust on the same day.
- Displayed awareness of the necessity to adapt to changes in daily workflow and successfully distributed agents among tasks, achieving compliance with SLA standards.
- Provide accurate reporting to allow the Operations team to understand performance, factors affecting performance, and, in effect, use these reports to make decisions to enhance agent and contact center performance.
Customer Care Specialist
Dyson
Taren Point, NSW
11.2017 - 08.2022
- Demonstrated exceptional customer service skills in interactions with internal and external clients
- Skilled at thriving both in group settings and autonomously
- Consistently met SLAs and exceeded KPI expectations
- Quickly adapts to new tasks and systems
- Successfully transitioned from RCT administrative to voice role, demonstrating adaptability.
- Exhibited exceptional organizational skills in effectively managing tasks and prioritizing deadlines
- Led the RCT team in the absence of the TL, as a 2IC
- Managed team of 15 diverse professionals, overseeing their daily tasks and offering support where necessary
- Proficient in utilizing Calabrio to assign breaks, lunches, and task categories
- Utilized knowledge of Amazon's queue updates to enhance efficiency
- Recognized the importance of adapting to changes in daily workflow and effectively allocated agents to tasks, ensuring SLA compliance.
Operations Manager
Ziva Australia
Sydney, NSW
06.2016 - 03.2017
- Analyzed and managed operational expenses for materials, supplies, and equipment.
- Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
- Tracked and replenished inventory to maintain par levels.
- Resolved challenges related to company websites, vendors, and telecoms.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
Team Leader
Anaconda
Rockdale, NSW
06.2011 - 06.2015
- Delegated daily tasks to team members to optimize group productivity.
- Promoted to leadership position for demonstrating exceptional customer service and a strong work ethic.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Conducted inventory counts, resolved discrepancies, and maintained accurate recordkeeping.
- Coordinated movements and maintained seamless workflows by closely working with shipping, warehouse, and other personnel.
Office Administrator
KMLT Customs Broker
Grays Point, NSW
10.2010 - 06.2011
- Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
- Overseen the maintenance of company accounting records through data input of accounts payable, accounts receivable, invoices and expense reimbursements.
- Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays.
- Filtered emails based on importance and escalated issues to leadership.
- Created memos, letters, and other documents to facilitate effective communication internally and externally.
IT Procurement Coordinator
Morgan & Banks
Sydney, NSW
10.2000 - 08.2003
Sales Support Coordinator
Westcon Australia
Botany, NSW
09.1997 - 10.2000
Education
Yr12 Certificate -
Phillip College
ACT1987
Year 10 Certificate -
Melrose High School
ACT1985
Statement of Attainment in Complex Excel -
Tafe NSW
Skills
- Workforce Planning
- Compiling Data
- Microsoft Office Suite
- Maintaining service levels
- Schedule planning
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Creative Problem Solving
Timeline
Workforce Analyst
Dyson
08.2022 - Current
Customer Care Specialist
Dyson
11.2017 - 08.2022
Operations Manager
Ziva Australia
06.2016 - 03.2017
Team Leader
Anaconda
06.2011 - 06.2015
Office Administrator
KMLT Customs Broker
10.2010 - 06.2011
IT Procurement Coordinator
Morgan & Banks
10.2000 - 08.2003
Sales Support Coordinator
Westcon Australia
09.1997 - 10.2000
Yr12 Certificate -
Phillip College
Year 10 Certificate -
Melrose High School
Statement of Attainment in Complex Excel -
Tafe NSW
Similar Profiles
Darren SmithDarren Smith
Dyson Expert at DysonDyson Expert at Dyson
Hugo SkelhornHugo Skelhorn
EMEA Real Time Analyst at DysonEMEA Real Time Analyst at Dyson
Jade BallingerJade Ballinger
Associate Project Manager - Robotics at DysonAssociate Project Manager - Robotics at Dyson
Bhavana BhatBhavana Bhat
Lead Software Engineer at DysonLead Software Engineer at Dyson
Jacqueline (Jackie) ObstJacqueline (Jackie) Obst
Casual Relief Teacher at Department of Education and CommunitiesCasual Relief Teacher at Department of Education and Communities