Summary
Overview
Work History
Skills
References
Timeline
Generic

William Hollingsworth

Melbourne,VIC

Summary

Dynamic professional with a proven track record at RACV, excelling in customer service and technical support. Leveraging strong active listening and attention to detail, I consistently enhance customer satisfaction and drive outcomes. Skilled in data entry and CRM, I thrive in high-volume environments, ensuring quality assurance and effective communication.

Overview

22
22
years of professional experience

Work History

Memberline Consultant

RACV
01.2022 - Current
  • Company Overview: The Royal Automobile Club of Victoria (RACV) is a motoring club and mutual organisation. It offers various services to members, including premium level insurance and roadside assistance.
  • Working as part of a team as a RACV Memberline Consultant. The first point of contact for the business my position is taking inbound calls to help existing and new customers wishing to purchase insurance products or receive a quote.
  • This includes providing detailed information on all products, maintaining, inputting, and updating customer information, and liaising with internal departments on their behalf.
  • This phone-based role involves taking calls from RACV members regarding insurance products, explaining details and answering questions.
  • We act as the face and voice of the company. Typical calls will involve presenting options available and explaining their details to allow the caller to make an informed decision.
  • Some calls may involve members having concerns over the nature of their products so being able to explain and address these is crucial.
  • This role involves a high volume of calls and effective resolution skills are crucial, and can involve transfers to and from other departments.
  • It also involves creating profiles for new members who are interested in taking out insurance products, as well as upselling non-insurance RACV products.
  • RACV provides service to a wide variety of members so being able to respond with empathy and patience to meet their needs is crucial.
  • The role involves use of Microsoft Office software and communications via Teams & Email as well as internal escalation procedures.
  • The Royal Automobile Club of Victoria (RACV) is a motoring club and mutual organisation. It offers various services to members, including premium level insurance and roadside assistance.

CATI & Team 1800 Supervisor

Roy Morgan
01.2004 - 01.2022
  • Company Overview: Roy Morgan is an independent Australian social and political market research, and public opinion statistics company.
  • Initially, I was employed with Roy Morgan as a CATI (Computer Assisted Telephone Interviewer) telephone interviewer and was promoted to this position within a year.
  • The main focus of this position was working within a team, calling both residential and business numbers to complete surveys for research data, while using a computer to guide and collect the data.
  • After the first year I was promoted to the position of CATI supervisor. Working as part of a team of shift supervisors, my duties were: setting up the shift, which included briefing interviewers on new projects, survey sample management, allocating interviewers to surveys, and checking survey quotas.
  • Duties during the shift were composed of manning the supervisor station for support, monitoring calls, including providing written assessments and coaching for interviewers, running productivity reports, providing general feedback for interviewers, being the first point of assistance for interviewers, monitoring and adjusting survey quotas, and writing the end-of-shift report.
  • I conducted project briefings, sometimes to large groups, as well as ongoing updates for long-running projects.
  • Trained new staff on company policies and operational procedures.
  • In 2009, Roy Morgan set up Team1800, whose job it was to provide telephone support for field interviewers for a variety of government-funded social research projects.
  • This team was created initially to provide support to the HILDA (Household Income and Labour Dynamics in Australia) study but later expanded to other projects.
  • This role involved supervising a team providing technical and logistical support to face-to-face interviewers conducting surveys at respondents' homes, addressing procedural issues regarding their fieldwork, and also providing technical support for their equipment.
  • It was an active and dynamic environment that requires rapport for interactions with the field interviewers and also a high degree of technical skill.
  • A high volume of inbound calls as well as outbound calls to follow up with the field interviewers.
  • Daily tasks also were allocating workload areas for team members.
  • The team also conducted interviews over the telephone for panel members who preferred this method rather than a home visit.
  • The projects supported included HILDA (Household Income and Labour Dynamics in Australia study, a long running panel based study), National Household Drug Strategy Survey, Longitudinal Study of People At Risks of Housing Challenge and many others.
  • The role involved wide usage of Microsoft Office, a call ticketing platform, automated VOIP call platform (for inbound and outbound) communications via Microsoft Teams and Slack.

Skills

  • Continuous improvement
  • Active listening
  • Outcome accountability
  • Attention to detail
  • Industry knowledge
  • Data entry
  • Customer relationship management
  • Quality assurance
  • Technical support
  • Effective communication
  • Customer Service
  • Problem-Solving
  • Technical Skills
  • Adaptability

References

  • Mary-Ann Patterson, Operations Director, Humming Bird Insight, 0415661892, maryann@hummingbirdinsight.com.au
  • Kerrie Farnsworth, Emergency Assistance Case Manager, 0437485264, kerrie.farnsworth@firstassistance.com

Timeline

Memberline Consultant

RACV
01.2022 - Current

CATI & Team 1800 Supervisor

Roy Morgan
01.2004 - 01.2022

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William Hollingsworth