THOMAS SCULLION

• Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
• Led employee relations through effective communication, coaching, training, and development.
• Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
• Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
• Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.

• Drove the development of key performance indicators and metrics to track team progress, enabling informed decision-making on resource allocation and areas for improvement.
• Increased team productivity by implementing efficient performance tracking systems.
• Reduced employee turnover rates by providing effective coaching and mentoring to staff members.
• Boosted employee morale by organizing team-building activities, fostering positive work relationships, and recognizing outstanding achievements.
• Managed cross-functional teams effectively, ensuring seamless coordination between departments during critical projects or campaigns.
• Enhanced team collaboration with regular communication, feedback sessions, and goal-setting initiatives.

My role as a Senior Customer Resolution Specialist, was managing all Frontline (Contact Centre) Complaints. This was a newly created role which I was One of Five elected across the Contact Centre. In this Role My Duties were as Followed.

• Investigate & Resolve Complaints within the RG217 Complaint Guidlines
• Completed Root Cause Anaylsis of Complaints on a monthly Basis
• Provided real time Coaching to agents to Medigate errors with the goal of improving First Call Resolution
• Had Monthly Governance meeting with key Stakeholders of the business to discuss complaint trends & discuss possible improvment strategies
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• My Role as an Customer Experience Specialist was fielding incoming calls and servicing Advisers & Customers with there policies under the Life insurance umbrella. My role entailed the below responsibilities
• Completing Maintenance tasks, such as updating Direct Debit details, giving comprehensive rundowns on policies, investigating escalations/complaints, assisting with coaching and development and logging claims request while delivering exceptional customer service to the values of TAL requires.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.

• Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
• Led employee relations through effective communication, coaching, training, and development.
• Ensured compliance with industry-specific regulations by implementing appropriate policies and procedures for the team''s operations.
• Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Developed strong relationships with cross-functional departments to support successful project execution.

• My Role at Q and A was engaging with the public regarding their opinions on a range of different projects e.g
• (Election polls awareness/attitudes towards business ownership
• Market Research Outbound Call Centre, My role at the Queensland Government is ringing residents engaging different perceptions on a variety of social topics.

• At the, my role was working in a rotating position across four different branches (Ashgrove, Stafford, Everton Park and Lutwyche)
• Duties include providing customers with advice on a range of bank products and assisting with bank telling.