Experience

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  Hype dc pty limited

  Apr 2008 - Aug 2011

  Cluster manager

  - Oversee 3 stores. One full price location. One 75% full price location. One clearance store.- Driving sales.- Monitoring staff performance through set KPI's- Escalation point for customers.- Succession planning and mentoring for all staff.- Rostering of all stores within allotted budget.- Recruitment of management staff. - Liaise with Operations Manager to ensure processes are streamlined and in-line with company requirements.- Liaise with Buying team to ensure average price point matches store locations. - Planning and implementation of frontline procedures.- Liaise with builders, IT consultants and electricians to ensure maintenance for all stores are carried out.- Training and succession planning for all management staff. - Liaise with Westfield for Marketing tools and strategies.- Communicate and implement Head Office and Upper Management directives at store level. Show less

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  Ricoh australia

  Aug 2011 - Jul 2023

  • Lead, manage and oversee the daily operations of a 30 seat, high volume Level 1 inbound Contact Centre with a third party overflow with 2 team leaders.• Workforce planning and resource allocation.• Oversee technical break/fix service delivery for NAB, CBA and Westpac.• Recruitment• Mentoring, Coaching, Succession Planning & Performance Review.• Change management and continuous improvement (Kaizen).• Manage internal relationships with various internal departments.• Business owner of commission validation process for Contact Centre Representatives.• Identify, analyse and interpret call volume trends to improve efficiency, utilisation & cost efficiency.• KRA development, implementation and monitoring.• Customer satisfaction, complaint handling & root cause analysis.• Governance meetings with internal and external customers and stakeholders.• Collating, interpreting and preparing reports for our Regional Headquarters (Singapore)• Consolidating call centre metrics as a group and individuals.• Vendor invoice reconciliation and approvals.• Approval and execution of credits for customers.• P&L Management Show less

  • National Customer Service Manager

    Oct 2020 - Jul 2023

  • Customer Care Team Manager

    Jul 2012 - Oct 2020

  • National Customer Care Supervisor

    Jul 2012 - Jul 2012

  • Service Support Representative

    Aug 2011 - Jul 2012
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  Smartpay australia

  Nov 2024 - now

  Merchant services & retention manager