Thomas Hudson

Booking Hearing Tests for Clients for the Client (Amplifon Australia). Adhering to KPI's and Targets in a Call Centre Fast paced environment. Completing calls on different types of campaigns and promoting cross sell of products; referring clients to upsell bookings to their family and friends on calls. Completing Inbound and Outbound calls. Reporting to my Direct Line Manager and having one-on-one Coaching Engaging in Team Huddles for updates of new and refined processes, sales campaigns and procedures.

Taking calls from Vulnerable clients, such as (Participants), Support Coordinators, Plan managers, Support Workers, (NDIA) Planners. Assisting them with Plan Rollovers and Planning them for their Disability needs. Completing tasks to assist participants with disabilities to access technology disability needs. Adhering to KPI's to complete emails in a timely manner, meeting Quality KPI's for grammar, process ability.

Handling inbound and outbound case management calls for existing insured clients of The Good Guys (TGG) and Harvey Norman Appliance Customers. (Clients who have been sold products by Domestic and General, underwritten until 2025). Assisting them with claiming faulty goods, repair lifecycle, maintenance, claiming, front-to-end, via the store to manufacturer. Case management of workload via Domestic and General (D&G) systems, and contacting the store and Manufacturers relevant to the brand, and the distributor of the Model and Warehouse of the product. Working in a small team of 30-40 people in an in house office in Melbourne.

Handling inbound Gas and Electricity Enquiries

Bringing back clients, hitting sales goals such as bringing back clients and assisting them with moving home.

Transferring to relevant departments, such as credit team, Business and Solar Teams.

Adhering to KPI's, Average Handling Time, After Call Work, how many cross sells we obtain. Warm transferring calls to the financial hardship team for vulnerable customers.

Organising extensions for bills, including regular payment plans.

Handling inbound sales for processing online sign ups for hospital and extras sales.

Handling multiple live chats at once, over WhatsApp, iPhone and Webchat enquiries.

Having the knowledge of what to say about how hospital and extras cover works, utilising our online intranet database for rebates, scripts, legislation documents for new customers. Guiding them how to sign up.

Meeting sales metrics, and quality of grammar metrics on live chat, including passing under 60 seconds average response times for quality.