Jack Linton

Experience

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  Mortgage Choice

  Oct 2011 - Jan 2012

  Junior Financial Analyst- Work experience

  • Restructured the Monthly Market Share Report, improving efficiency and usability for senior stakeholders.• Conducted a comprehensive analysis of Commission Income Statements from major lender partners, ensuring accurate input into the Income Rate Summary Report.• Collaborated with the finance team to reconcile Franchise Movement for multiple reporting periods, identifying and correcting discrepancies under tight deadlines.• Undertook a complex review of data integrity across multiple financial reports, streamlining processes for long-term accuracy and compliance.• Supported the design and implementation of a new financial dashboard, enhancing real-time decision-making capabilities. Show less

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  Commonwealth Bank

  Jan 2012 - Apr 2024

  • Led a team of 12 agents, ensuring smooth onboarding and skill development within six months through tailored training.• Improved team performance by creating practical action plans focused on risk, processes, and behaviour improvements.• Ran regular team meetings to share updates, solve problems, and keep everyone aligned.• Helped team members grow by creating career plans, closing skill gaps, and preparing them for leadership or internal roles.• Partnered with cross-functional teams to suggest and implement product improvements, driving business transformation.• Played a key role in hiring, assessing candidates’ communication and problem-solving skills.• Supported the senior management with strategic projects to drive team and business success. Show less • Led the onboarding and training of new hires, ensuring they quickly adapted to company culture, policies, and performance expectations.• Designed and delivered comprehensive induction programs, covering technical skills, customer service excellence, and compliance standards.• Developed tailored coaching plans for new team members, reducing their ramp-up time and increasing early productivity by 50%.• Collaborated with senior leaders to refine induction processes, aligning them with evolving business goals and industry best practices.• Monitored and evaluated new team members’ progress, providing actionable feedback and support to help them succeed long-term. Show less • Worked across multiple specialized areas, including Frontline, Credit Card Help Desk, Personal Loans Help Desk, and as an escalations specialist handling complex customer cases. • Managed both escalated cases from frontline teams and direct customer inquiries, delivering comprehensive solutions with a strong focus on first-call resolution.• Served as a conduit between enterprise operations and frontline/branch staff, resolving operational challenges and improving communication workflows. • Consistently delivered high-quality service, maintaining an annual NPS of 85–95 through empathetic customer support and rich product knowledge.• Provided relief support across various roles, demonstrating adaptability and versatility in meeting evolving service needs.• Mentored team members and shared expertise, contributing to a collaborative and high-performing team culture. Show less

  • Custome care Team Leader

    Jan 2020 - Apr 2024

  • Induction Team Leader

    Nov 2019 - Dec 2019

  • Senior Customer Service Officer

    Jan 2012 - Oct 2019
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  Zip Co

  Jan 2025 - now

  Team Lead, CX Operations