Tracey-Ann McCann
Lake Cathie NSW, Australia,NSW
Summary
As an accomplished leader at TAFE NSW, I bring extensive experience in the service industry, across both public and private sectors. I lead teams in fast-paced environments to deliver premium customer service across dispersed locations.
I am a passionate customer advocate, leveraging data to influence and implement meaningful changes to enhance the customer experience.
My strong leadership and management skills enable me to lead and support high-volume teams, fostering a positive team culture and providing continuous staff development to ensure that the customer remains at the center of all our decision-making processes. This commitment ensures exceptional service delivery to our customers, through various channels at TAFE NSW.
I proactively identify opportunities for developing and implementing improved strategies using a wide range of TAFE NSW technology systems, ensuring exceptional customer service delivery to all our customers, including internal and external stakeholders, achieving success for TAFE NSW.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Team Leader Enquiries & Customer Service
TAFE NSW
Port Macquarie, NSW
07.2022 - Current
- Lead and motivate the TAFE NSW customer service Chat Team to build excellent rapport with students, providing high-quality advice and support while keeping the customer first. Ensure we deliver excellent customer service throughout their journey with TAFE NSW.
- Monitor the performance of all team members across customer service standards by conducting weekly quality audits on customer interactions. Address any service gaps promptly to maintain high customer service levels and consistency in a high-volume environment.
- Confidently identify when resources are needed to meet business demands and allocate team resources and work priorities appropriately. Manage variable volumes, including peak periods, to maintain high team engagement and professional development, ensuring service levels are met.
- Identify and reassess priorities to manage workflows effectively, ensuring quality and compliance requirements are met.
- Communicate openly through various channels, such as Microsoft Teams, Daily Stand Ups, email, and weekly team and leadership meetings. Encourage all team members to share their knowledge and communicate through these channels.
- As a dispersed Team Leader across 16 campuses, engage with and support the Student Services Community within the campuses, providing guidance and assistance as needed.
- Lead, mentor, and provide training to ensure all team members have a Performance Development Review Plan aligned with strategic objectives and achievable development outcomes, fostering their capabilities.
- Commit to a customer-centric environment and demonstrate the TAFE NSW Values.
- Demonstrate leadership in health and safety expectations and behaviors, ensuring a safe workplace environment aligning to safety procedures.
Customer Voice Specialist TAFE Digital
TAFE NSW
Port Macquarie, NSW
03.2020 - 07.2022
- Consult with senior stakeholders and provide strategic analysis and data insights that support TAFE NSW values across the business, utilising various forms of feedback.
- Analyse qualitative and quantitative data to offer advice and coaching to key stakeholders on effectively managing, responding to, and utilising customer feedback to drive positive change, improve capability, and refine processes.
- Leverage my expertise in high-level customer service standards and analyse Customer Experience data, such as Overall Satisfaction and Net Promoter Score, to identify process and capability gaps. Develop and implement strategies to enhance overall customer satisfaction, maximizing enrolments, retention, and completions of TAFE NSW students.
- Collate and provide regular updates and statistics to senior management to influence and drive continuous improvements, ensuring customers receive an excellent experience throughout their student journey.
- Commit to a customer-centric environment and demonstrate the TAFE NSW Values.
Customer Service Manager TAFE Digital
TAFE NSW
Port Macquarie, NSW
07.2019 - 03.2020
- Provided senior leadership to a team of over 50 Customer Consultants, supporting the entire customer experience lifecycle.
- Led, mentored and coached Team Leaders to develop their team members, delivering effective training and 1on1 meetings.
- Managed the review and monitoring of staff performance, including telephone calls, emails, and web enquiries, ensuring individual and team targets were met.
- Coordinated staffing and resourcing to ensure optimal support for all students and stakeholders.
- Efficiently managed complaint escalations and complex enquiries, demonstrating empathy and active listening.
- Key achievements include delivering CRM training to 45 TAFE Digital teaching and counselling staff members, resulting in increased productivity. Implemented project sprints and launched a revised withdrawals process, providing clear and concise information to frontline staff and students.
Skills
- Customer Service
- Leadership
- Conflict Resolution
- Coaching and Mentoring
- Strategic planning
- Communication
- Time Management
- Team Motivation
Certification
- Crucial Conversations Workshop TAFE NSW
- Statement of Attainment in Customer Service
Accomplishments
- Recognised for the 2017 TAFE NSW Rewards and Recognition program for high levels of service to TAFE NSW
- Recognised for the 2019 TAFE NSW Recognition Awards for the Living Our Values Award for both Individual and Team Award
PROFESSIONAL REFEREES (CURRENT EMPLOYMENT)
Rebecca Rankins
Mgr Enquiries & Customer Service
Student Administration Services
TAFE NSW
0408 943 916
rebecca.rankins@tafensw.edu.au
Karen Doughty
Mgr Enquiries & Customer Service
Student Administration Services
TAFE NSW
0437 054 316
karen.doughty@tafensw.edu.au
Timeline
Team Leader Enquiries & Customer Service
TAFE NSW
07.2022 - Current
Customer Voice Specialist TAFE Digital
TAFE NSW
03.2020 - 07.2022
Customer Service Manager TAFE Digital
TAFE NSW
07.2019 - 03.2020
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