Tiffany Terei
Fitzgibbon,QLD
Summary
Dynamic customer service leader with a proven track record at Tunstall Healthcare, excelling in team development and conflict resolution. Skilled in training development and strategic planning, I fostered a collaborative environment that achieved APAC Standard accreditation, enhancing service quality and stakeholder engagement. Committed to driving performance and operational excellence.
Overview
15
15
years of professional experience
Work History
Customer Service Senior - Team Leader
Tunstall Healthcare
AU, AU
01.2021 - Current
- Led a team of 15 representatives in telephone-based healthcare, ensuring efficient, empathetic patient service.
- Oversaw troubleshooting of medical alarms, appointment scheduling, and billing issue resolution while maintaining compliance.
- Tracked performance metrics, managed call volumes, and ensured accurate record-keeping across operations.
- Fostered a collaborative environment through ongoing training, enhancing quality of internal and external stakeholder interactions.
- Achieved APAC Standard accreditation for handling vulnerable customers with care and precision.
- Managed performance of direct reports through personal development plans and regular one-on-one meetings.
- Handled department complaints to mitigate risks to business reputation effectively.
- Identified improvement areas through trend analysis, sharing best practices across all departments.
- Developed training programs to improve team efficiency and knowledge retention.
- Facilitated conflict resolution among team members to maintain a positive work environment.
- Monitored staff performance through observation, audits and reports.
- Managed day-to-day operations of the department while ensuring high standards of quality control.
- Provided guidance to team members in resolving complex issues or complaints.
- Led team meetings to discuss project updates and operational challenges.
Business Executive Interviewer
Q & A Market Research
AU, AU
02.2018 - 01.2021
- Managed inbound and outbound calls, including cold calls and warm transfers.
- Conducted interviews for corporate and residential clients, enhancing market insights.
- Achieved KPIs by leveraging sales acumen to elicit emotional feedback from clients.
- Ensured customer satisfaction through effective resolution of feedback and compliance issues.
- Conducted market research and analysis to identify potential business opportunities.
- Conducted in-depth interviews to gather qualitative data from diverse participants.
- Trained new interviewers on effective techniques and best practices for conducting interviews.
- Engaged with participants to create a comfortable environment for open discussion.
- Interviewed potential participants to determine eligibility.
- Entered participant data into databases.
- Explained survey objectives and procedures to interviewees, interpreting survey questions to help with comprehension.
- Utilized probing skills to gather diverse opinions, enhancing customer engagement.
- Demonstrated professionalism and teamwork to meet external client expectations.
- Received Culture Warrior Award 2020 for fostering a supportive workplace environment.
- Recognized for exceptional information sharing and support among colleagues throughout the year.
Peer Tutor
Waikato Institute of Technology
NZ, NZ
06.2011 - 06.2013
- Created step by step pathways for student learning and development.
- I advocated on behalf of students to the school of business with learning difficulties to source the best solution of learning absorption to lead to learning competency.
- Moreover, I encouraged students’ self-esteem, self-confidence and the will to succeed.
- Furthermore, I promoted positivity and infused fun with each individualized interaction.
- Aiding students to learn how to understand and apply course concepts.
- Consulting with tutors and Wintec staff around student issues and concerns.
- Applied interactive learning techniques for better comprehension and application of knowledge.
- To give insight as to how to navigate through student academic responsibilities.
- To explain relevant information in lament terms.
Education
Post-Grad - Human Resource Management
University of Waikato
Hamilton, NZ01.2016
Bachelor’s Degree - Business Studies, Marketing and Management
WINTEC
Hamilton, NZ01.2013
Diploma - Business Management
WINTEC
Hamilton, NZ01.2011
Certificate - Bookkeeping, Advanced Technology, Computing
Quantum Education
Hamilton, NZ01.2010
Skills
- Microsoft Office Suite
- Training development
- Conflict resolution
- Talent acquisition
- Contact center operations
- Team leadership
- Project coordination
- Coaching and mentoring
- Course development
- Client information systems
- Problem solving
- Effective communication
- Stakeholder engagement
- Emotional intelligence
- Customer focus
- Conflict management
- Team development
- Reports distribution
- Compliance assurance
- Call center operations
- Strategic planning
- Meeting management
- Organization strategies
- Delegation
- Influencing skills
- Motivational skills
References
- William Dodds, Customer Service Manager, Tunstall Healthcare, 0425 445 081, William.dodds@tunstall.com
- William Kizillkan, Community Services Manager, Tunstall Healthcare, 00419 913 221, william.kizilkan@tunstall.com
Timeline
Customer Service Senior - Team Leader
Tunstall Healthcare
01.2021 - Current
Business Executive Interviewer
Q & A Market Research
02.2018 - 01.2021
Peer Tutor
Waikato Institute of Technology
06.2011 - 06.2013
Post-Grad - Human Resource Management
University of Waikato
Bachelor’s Degree - Business Studies, Marketing and Management
WINTEC
Diploma - Business Management
WINTEC
Certificate - Bookkeeping, Advanced Technology, Computing
Quantum Education