Zaheed Khan

• Supported the Plan's administrator, Qantas payroll, or the Member Experience team, ensuring timely resolution of complex benefit calculations and data-related operational issues, maintaining service delivery excellence. Achieving a 95% resolution rate within service standards, which contributed to a 20% increase in overall member satisfaction.
• Worked closely with internal stakeholders and third-party vendors to align on service delivery goals, ensuring that all contact centre teams were equipped with the tools and knowledge necessary to deliver superior customer service.
• Spearheaded the preparation for changes to products and services by collaborating with third-party vendors to ensure agents were fully trained, call scripts were aligned with brand messaging, and systems were updated, leading to a 25% improvement in first-contact resolution for new product inquiries.
• Led initiatives to enhance third-party administrator performance, resulting in a 40% reduction in incident resolution times and a 20% improvement in SLA adherence.
• Spearheaded the implementation of a new incident management system, reducing incident resolution times by 30% and improving data accuracy by 15%.
• Drove quarterly governance processes, achieving a 15% increase in operational efficiency and a 10% reduction in operational costs through streamlined reporting and process enhancements.
• As Business Continuity Champion, led the development of a robust business continuity plan, reducing potential downtime by 30% and ensuring seamless service delivery during critical incidents.
• Developed over 12 comprehensive reports annually for the Trustee Board, which guided strategic decision-making and contributed to a 10% improvement in governance outcomes.
• Collaborate closely with Member Care consultants and the Member Experience team to resolve member issues, driving efficient communication and ensuring seamless service delivery across contact centre operations.

• Implemented feedback loops from call monitoring and customer interactions to continuously refine scripts and training programs, driving a 10% improvement in overall service delivery efficiency.
• Partnered with Mercer teams to implement a new member query tracking system, reducing complaint volumes by 20% and cutting processing times by 10%.
• Utilised multiple contact centre units to expedite complaint resolution, ensuring a collaborative approach that enhanced service efficiency and reduced escalations by 10%.
• Managed the handover of escalated member queries to Mercer Helpline and Operations teams, ensuring a smooth transition with minimal service disruption and a 20% improvement in resolution times.
• Drove timely escalations through each stage of the resolution process, resulting in faster complaint closure and a 15% increase in adherence to service-level agreements (SLAs).
• Adopted a customer-first approach by understanding the specific needs of members, ensuring issues were directed to the right resolution path, and improving first-call resolution rates by 12%.
• Identified and addressed potential complaints early, mitigating risks and reducing the occurrence of unresolved helpline queries by 20%.
• Provided specialized support for complex inquiries on fund design, member benefit calculations, superannuation legislation, and insurance claims, leading to a 30% increase in successful resolution of technical issues.
• Leveraged client management tools, NPS data, and call listening to track complex member queries across multiple Mercer channels, ensuring that service delivery met quality benchmarks and KPIs.
• Delivered superior service during critical member interactions, focusing on "moments that matter" to drive higher member retention and satisfaction.
• Prepared and Presented member seminars and webinars on key topics like superannuation and retirement, increasing member engagement by 20% and improving their understanding of financial options.
• Personalised delivered limited-scope financial planning advice (intra-fund), helping members make informed decisions on super rollovers, investment selection, and salary packaging, leading to a 15% increase in service satisfaction.

• Negotiated suitable resolutions for customer complaints, ensuring service delivery standards were met while maintaining high levels of customer satisfaction.
• Drafted and managed submissions to the Australian Financial Complaints Authority (AFCA), ensuring compliance with industry regulations and service standards.
• Applied appropriate standards of care to ensure vulnerable customers had their concerns prioritized and managed effectively, improving service outcomes for at-risk groups.
• Developed and implemented case management tools and methodologies, improving complaint handling efficiency by 20% and ensuring consistent service delivery.
• Established and nurtured productive relationships with key stakeholders, driving a 15% improvement in the efficiency of complaint resolution processes.
• Ensured team performance consistently met or exceeded KPIs and SLAs, leading to a 10% increase in service delivery efficiency.
• Reported systemic issues identified through complaints root cause analysis to Senior Management, leading to process improvements that enhanced service delivery by 12%.
• Provided ongoing performance feedback to both individual team members and the group, enhancing team productivity by 18% through continuous improvement initiatives.
• Delivered ongoing training, mentoring, and support to 9 direct reports, resulting in a 25% improvement in team performance and a reduction in complaint resolution times.
• Led the identification and implementation of process improvements, streamlining the end-to-end complaints handling process and reducing complaint resolution time by 20%.
• Conducted quality reviews of cases handled by Complaints Specialists, ensuring that service standards were consistently met and improved where necessary.
• Led the implementation of new systems and process improvements, which increased operational efficiency by 15% and enhanced the overall quality of service delivery.
• Acted as a point of contact for escalations from other teams, ensuring complex cases were resolved quickly and effectively, leading to a 10% increase in resolution speed.

Link Group | Aug 2018 to Dec 2020

• Monitored contact centre operations, ensuring service delivery targets were met and exceeded through continuous review of records and performance metrics, resulting in a 20% improvement in overall customer satisfaction.
• Managed a team of Service Representatives, ensuring workflows were optimized to consistently meet service standards and achieve a 15% increase in team efficiency.
• Managed internal and external client inquiries, coordinating responses to achieve objectives and improve client satisfaction by 10%.
• Led the implementation of new clients by defining servicing parameters, preparing the team, and coordinating specifics, contributing to a 12% increase in successful client onboarding.
• Continuously monitored resource availability to meet client demands, resulting in an optimized workforce that maintained service delivery performance during peak periods.
• Developed and implemented action plans to address service delivery gaps, leading to a 15% improvement in contact centre efficiency.
• Proactively identified and addressed training needs within the team, ensuring consistent delivery of high-quality customer service and improving first-call resolution by 10%.
• Conducted regular quality reviews and monitored the Case Management System (CMS) to maintain service consistency and ensure adherence to SLAs, resulting in a 20% reduction in service errors.
• Supported and promoted best practice initiatives within the team, contributing to a 15% improvement in team performance and service quality.
• Analyzed customer satisfaction (CSAT) data to identify trends, implementing strategies that increased overall customer satisfaction scores by 12%.
• Developed and maintained effective communication strategies to keep the team informed of changes to procedures, legislation, and corporate issues, leading to a 10% improvement in operational efficiency.
• Regularly reported incidents, risks, and potential risks to management, ensuring timely mitigation and a 15% reduction in operational risks.
• Provided ongoing training and support to keep team members motivated, contributing to a 20% increase in team engagement and customer retention.
• Promoted to a leadership role in recognition of a strong work ethic and exceptional customer service performance, achieving a 15% increase in team productivity.
• Assigned and distributed tasks based on expertise, successfully completing key projects that resulted in a 10% improvement in service delivery efficiency.
• Analyzed key performance indicators (KPIs) to identify and implement effective service delivery strategies, contributing to a 12% reduction in service handling times.

• Monitored contact centre operations, ensuring service delivery targets were met and exceeded through continuous review of records and performance metrics, resulting in a 20% improvement in overall customer satisfaction.
• Managed a team of Service Representatives, ensuring workflows were optimized to consistently meet service standards and achieve a 15% increase in team efficiency.
• Managed internal and external client inquiries, coordinating responses to achieve objectives and improve client satisfaction by 10%.
• Led the implementation of new clients by defining servicing parameters, preparing the team, and coordinating specifics, contributing to a 12% increase in successful client onboarding.
• Continuously monitored resource availability to meet client demands, resulting in an optimized workforce that maintained service delivery performance during peak periods.
• Developed and implemented action plans to address service delivery gaps, leading to a 15% improvement in contact centre efficiency.
• Proactively identified and addressed training needs within the team, ensuring consistent delivery of high-quality customer service and improving first-call resolution by 10%.
• Conducted regular quality reviews and monitored the Case Management System (CMS) to maintain service consistency and ensure adherence to SLAs, resulting in a 20% reduction in service errors.
• Supported and promoted best practice initiatives within the team, contributing to a 15% improvement in team performance and service quality.
• Analyzed customer satisfaction (CSAT) data to identify trends, implementing strategies that increased overall customer satisfaction scores by 12%.
• Developed and maintained effective communication strategies to keep the team informed of changes to procedures, legislation, and corporate issues, leading to a 10% improvement in operational efficiency.
• Regularly reported incidents, risks, and potential risks to management, ensuring timely mitigation and a 15% reduction in operational risks.
• Provided ongoing training and support to keep team members motivated, contributing to a 20% increase in team engagement and customer retention.
• Assigned and distributed tasks based on expertise, successfully completing key projects that resulted in a 10% improvement in service delivery efficiency.
• Analyzed key performance indicators (KPIs) to identify and implement effective service delivery strategies, contributing to a 12% reduction in service handling times.

• Facilitated management of the transformation of Service Centre and Contact Centres of the RTA to RMS and Service NSW by establishing new frameworks and implementing new systems and services.
• Delivered high levels of customer service across face-to-face, phone, and written communication channels, consistently achieving and exceeding service-level expectations.
• Trained staff on new products and services to ensure efficient customer service delivery and compliance with business standards.
• Ensured staff and customers understood fair trading procedures, policies, and relevant legislation, improving compliance and reducing operational risks.
• Managed the approval of licenses and owner-builder permits, ensuring accurate processing and compliance with regulatory requirements.
• Facilitated seamless interactions between customers and various government agencies, ensuring an efficient and effective service delivery process.
• Provided training and support to other staff and management across multiple service centres, ensuring a clear understanding of systems and business operations.
• Maintained and monitored system programs to ensure customers and clients received efficient service, minimizing downtime and operational delays.
• Collaborated with managers to provide actionable feedback on process improvements, contributing to a 15% increase in service delivery efficiency.
• Assisted staff in understanding and adhering to policies and procedures, ensuring organisational standards were consistently met.
• Gathered and analysed information to provide high-level problem-solving for both customers and staff, resolving complex issues and improving overall service outcomes.
• Maintained effective communication with customers through both written and verbal channels, ensuring clarity and responsiveness in all interactions.
• Produced daily MIS reports aligned with critical control management standards, enhancing transparency and operational oversight.
• Monitored customer wait times, ensuring service levels were maintained and optimizing resource allocation to reduce delays.
• Ensured compliance with workplace safety standards, fostering a secure and efficient working environment.
• Liaised with various departments to ensure customer needs were met, improving service outcomes through cross-functional collaboration.
• Intercepted and managed customer complaints, providing timely resolutions and reducing escalation rates by 10%.
• Provided feedback and support on IT updates and new software/hardware to improve system performance and user experience.
• Acted as a subject matter expert for various systems and agencies, providing guidance to team members and improving overall efficiency.
• Identified operational errors, provided feedback to minimise recurring issues, and improved accuracy by 15%.
• Provided recommendations on managing customer flow through ticketing systems, improving wait time management and service delivery efficiency.
• Assisted police and other agencies with investigations, ensuring compliance and providing accurate data for resolution.
• Prepared and submitted reports on service improvements and quarterly P&L performance, advising management on strategies to enhance profitability and service outcomes.
• Led dispute resolution initiatives, achieving favourable outcomes and improving customer satisfaction by 20%.
• Demonstrated leadership in driving change initiatives in high customer flow environments, implementing Kaizen plans to optimize service delivery.
• Identified and implemented actions to optimize service delivery efficiency, including customer experience improvement programs, resulting in a 15% increase in customer satisfaction.
• Analysed complaints and identified trends, collaborating with centre managers to implement corrective actions and enhance service quality.
• Facilitated ongoing learning and development programs to ensure staff remained focused on enhancing customer experience and meeting service delivery goals.
• Conducted monthly one-on-one meetings with staff, planning and implementing development strategies to ensure career growth and succession planning.
• Managed Service Coordinators, Concierges, and Customer Service Representatives driving efficiency and ensuring service goals were consistently met.