Summary
Overview
Work History
Education
Skills
Affiliations
Professional Highlights
Timeline
Generic

Tania Muldoon-Wessels

City,QLD

Summary

Experienced professional in customer experience, human resource management, team leadership, and capacity building across diverse sectors including gas, technology, hospitality, and government and private sectors. Strong organizational, communication, and interpersonal skills with a proven ability to maintain professionalism with internal and external stakeholders. Exceptional team player known for building positive working relationships to enhance productivity and achieve successful outcomes. Committed to excellence and eager to utilize qualifications and experience to support organizational objectives.

Overview

19
19
years of professional experience

Work History

CX & Client Service Centre Specialist

Air Liquide
03.2022 - Current
  • My role is responsible for Customer Experience across ten countries across South East Asia, Australia and New Zealand [East Asia Pacific Cluster].
  • Monitored customer feedback across EAP Cluster; working with Customer Experience Leads to identify trends to improve the overall customer experience.
  • Streamlined customer support processes for increased efficiency and faster resolution times.
  • Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
  • Implemented new strategies to reduce average call handling time, increasing productivity and customer satisfaction.
  • Facilitated team meetings focused on sharing best practices to elevate customer service standards.
  • Tailored communication strategies for different customer segments, enhancing message effectiveness.
  • Developed and implemented training programs for new hires, significantly reducing ramp-up time.
  • Developed comprehensive knowledge base for customer service representatives referred to as the CX Playbook.
  • Facilitated detailed customer satisfaction survey waves across all ten countries to gather feedback, leading to improved service delivery.
  • Led creation of customer feedback loop, enabling continuous improvement in service delivery.
  • Delivered comprehensive monthly reports on customer interaction trends, providing actionable insights for strategy adjustments.
  • Identified gaps in customer support process, proposing solutions that led to more consistent service quality.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.

Project Manager & Business Support

Star Hotels Group
04.2018 - 02.2022
  • Responsible for providing executive support to Group General Manager and Managing Director by preparing business cases, data analytics, research and recommendations to enable informed decision-making to support and further the company's agenda.
  • Work and cooperate with the manager to establish and uphold the company strategy, priorities and key performance indicators (KPIs).
  • Lead, manage, train and motivate the team through empowerment, tailored performance and professional development coaching sessions.
  • Engineer and execute service delivery frameworks and key performance indicators (KPIs) which boost and ensure the highest standards of customer experiences including collaboration with service to streamline and optimise processes for operational effectiveness.
  • Manage and oversee the HR strategy and practice including performance management, employment relations and employee engagement surveys including the implementation of feedback-driven strategies in line with being an Employer of Choice.
  • Leveraged planning and organisational skills in the end-to-end seamless delivery of the annual Group conference for over 150 employees.
  • Formulate and integrate compliance practices, policies and procedures and manage associated compliance certification and reporting requirements such as liquor licensing and gaming.
  • Partner and collaborate with the business to enhance the skills of the team leaders in HR practices by coaching them regarding performance management.
  • Conduct and lead venue and departmental audits to ensure adherence to the health and safety and liquor and gaming licensing requirements.
  • Provide support in the sale and acquisition of venues by acting as the central liaison and key negotiator.
  • Undertake supplier management and carry out contract negotiations and key performance indicators (KPIs) monitoring.

National IM Commercial Support Manager

Air Liquide Australia Ltd.
10.2017 - 04.2018
  • Created and executed sales growth strategies focused on managing the commercial needs of new and existing customers to deliver exceptional and top-notch client care.
  • Led and managed a high-performing team to establish the overall team objectives by coaching and mentoring team members to exceed expectations.
  • Coached and mentored the Commercial Support Representative team in defining and establishing priorities and action plans simultaneous with participating in select customer interactions to stimulate service excellence.
  • Functioned as the project lead to carry out client retention strategies.
  • Cooperated and collaborated closely with the Customer Experience Manager to define and deploy the national customer experience initiatives.
  • Planned and strategised in collaboration with the Product and Sales Manager to devise attractive packages whilst incorporating individualised pricing, solutions, products and T&Cs in compliance with the company policy and procedures.

State Customer Care Manager

Air Liquide Australia Ltd.
08.2006 - 10.2017
  • Commenced as a Customer Service Representative, moved into State Sales Support Coordinator and elevated to the State Customer Care Manager in 2015.
  • Led and oversaw the customer journey projects whilst focusing on lifting operational efficiency to ensure customer experience excellence as well as the change management initiatives including business system development and release iterations from testing through to staff knowledge transfer.
  • Performed client relationship management for major national accounts to ensure maximum satisfaction.
  • Responsible for leading and supervising the customer care team to facilitate the integration of new accounts, foster client-focused culture and exceed key performance indicators (KPIs) including workflow allocation, performance coaching through one-on-ones and tailored up-skilling opportunities such as shadowing sessions.
  • Enhanced and facilitated professional development for sales representatives including training delivery for Safety and Quality such as Behavioral Safety Visits and online training systems management.
  • Undertook the Backfilled Operations Manager position and carried out relevant duties and responsibilities as required.
  • Carried out analysis and management of CRM including converting data into business insights to support continuous refinement of customer journey strategies.
  • Conducted customer feedback led process improvement reviews and facilitated Driver Focus Groups and monthly meetings with transport providers to formulate strategies for increased engagement and retention levels as well as asset reviews with Operations Manager in response to customer impact assessments.

Education

Short Course - Customer Journey Mapping

The CX Academy
Online
07-2023

Project Management Fundamentals -

Australian Institute of Management
Brisbane, QLD
01.2019

Gear Up – Management Excellence -

Training Specialist
Coogee, NSW
01.2016

Professional Selling Skills -

Training Institute
Brisbane, QLD
01.2013

Skills

  • Superior aptitude to strategise, execute and deliver tangible, measurable results that support and enable the organisation by providing Human Resource guidance geared towards the achievement of the organisation’s goals and objectives
  • Proven track record in formulating policies and procedures to uphold standards in all aspects of the business
  • Proven leadership and people management skills, by building loyalty, empathy and commitment from staff through effective coaching and performance management and using a motivating and collaborative approach to re-invigorate and develop teams focusing on performance and growth
  • Excellent listening and questioning skills, combined with the ability to address, manage and resolve complex and non-standard employee issues and grievances; applies analytical and proactive thinking to client agenda to develop robust, appropriate and functional solutions
  • Strong project management skills and experience with solid track record of delivering projects through their complete life-cycle with exceptional aptitude for creating project plans including scope, schedule, cost, and quality parameters
  • Exceptional organisational and prioritisation skills with strong attention to detail; can successfully complete multiple challenges whilst maintaining focus in a time constricted, high pressured environment
  • Versatility to adapt to different environments, which enables the effective performance of new tasks with minimum direction and supervision
  • Well-developed written skills with talent for utilising effective communication strategies in presentation and facilitation skills, interpersonal, tact and diplomacy skills to manage, influence, negotiate and foster long-term strategic relationships with internal and external stakeholders
  • Values collaboration, respect, innovation, integrity and diversity and brings these core values in identifying and capitalising on strengths in the organisation
  • High degree of emotional intelligence, professionalism and integrity, loyalty, resilience, character; self-discipline and control; honest, punctual, reliable, responsible, structured, resourceful, mission-oriented, with a can-do attitude
  • Passion in challenging the status quo and accomplishing positive change – possess innate curiosity and the fortitude to persevere and move forward productively
  • Highly proficient across a range of operating systems and software platforms such as Microsoft Office Suite, Google Suite, Smartsheet, Preceda and Time Target, including the ability to quickly adapt and train on various platforms
  • Development of CRM enhancements and provision of training relevant to the system
  • Optimized customer journeys through data-driven insights and strategic improvements, enhancing satisfaction and loyalty
  • Drove customer retention through proactive engagement strategies and personalized support, resulting in sustained customer loyalty and reduced churn rates
  • Ensured consistent policy and procedure adherence to maintain service quality and regulatory compliance where applicable

Affiliations

Australian HR Institute, Member

Professional Highlights

  • International Customer Excellence Award, Air Liquide Australia, Tokyo, 2017-01-01
  • Zonta Woman of the Year, 1993-01-01

Timeline

CX & Client Service Centre Specialist

Air Liquide
03.2022 - Current

Project Manager & Business Support

Star Hotels Group
04.2018 - 02.2022

National IM Commercial Support Manager

Air Liquide Australia Ltd.
10.2017 - 04.2018

State Customer Care Manager

Air Liquide Australia Ltd.
08.2006 - 10.2017

Short Course - Customer Journey Mapping

The CX Academy

Project Management Fundamentals -

Australian Institute of Management

Gear Up – Management Excellence -

Training Specialist

Professional Selling Skills -

Training Institute

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Tania Muldoon-Wessels