Viona Malala-Faavae

• Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Managed conflict resolution among team members, fostering positive and collaborative work environment.
• Established clear communication channels that ensured timely exchange of information between team members and stakeholders.
• Coordinated resources effectively to meet project deadlines and achieve desired results.
• Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
• Optimized resource allocation to maximize overall team output while minimizing costs.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Promoted culture of continuous improvement by encouraging feedback from all levels of organization and implementing actionable changes accordingly.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Held weekly team meetings to inform team members on company news and updates.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

• Coordinated resources effectively to meet project deadlines and achieve desired results.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Held weekly team meetings to inform team members on company news and updates.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.

• Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
• Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
• Identified potential risks and developed mitigation strategies to minimize disruptions to project timelines.
• Decreased project completion times by efficiently prioritizing tasks and delegating responsibilities to team members.
• Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
• Collaborated with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process.
• Assisted in developing training materials and organized workshops aimed at enhancing skill sets among staff members working under various capacities on different projects within the organization.
• Kept projects on schedule by managing deadlines and adjusting workflows.
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
• Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
• Tracked hours and expenses to keep project on task and within budgetary parameters.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

The Contact Centre Senior Team Leader is responsible for leading a customer focused team committed to the provision of a high quality customer service achieving SLA's. Team leader is also responsible for planning, organising and ensuring team targets are achieved on client campaigns by coaching and developing team members.

• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Managed conflict resolution among team members, fostering positive and collaborative work environment.
• Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
• Streamlined team processes for increased efficiency and productivity.
• Reduced staff turnover by implementing targeted training programs and fostering positive work environment.
• Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
• Developed efficient schedules, optimizing team resources to meet fluctuating demand.
• Mentored new hires, providing guidance to ensure their successful integration into team.

The Contact Centre Communication Lead is responsible for the management of end to end communication and correspondence process through various channels. The role also plays a vital role in assisting the Manager with planning and coordinating of key activities that aid the broader team in meeting service delivery objectives.

• Management of Rest Written Correspondence through various channels to internal and external customers including any non-standard correspondence meeting client service delivery targets
• Management of Communication and Correspondence team of 7, including two team specialists. Including: performance reviews, one on one meeting for KPI targets and goals, feedback and goal setting.
• Completion of Contact Centre reporting – regular and ad-hoc, meeting client deadlines
• Analysis and reporting of Contact Centre data
• Develop, implement and maintain effective communication strategies to ensure team members were kept up to date with any changes to procedures, legislation or corporate issues
• Participate in on-site client visits and maintain positive working relationships with clients
• Coordination and tracking of all team members training requirements to ensure that team members meet compulsory training objectives as well as ensuring that all team members undertake additional training to further enhance level of quality service across the business
• Organise and manage any relocations/desk moves aligned to team structure
• Manage and update all email distribution lists across the Centre to align to team structure
• Responsible for keeping stationary cupboard tidy and stocked adequately for the needs of the team (with no excessive waste) and managing this to budget
• Coordinate any Contact Centre Team Engagement activities
• Put together New starter set up and Welcome kits
• Collation and reconciliation of cab charges for Centre.
• Participate in and adhere to Performance Management process and be proactive in identifying and addressing training needs for team members
• To support and promote best practice initiatives within team.