Tina Findlay, CCXP

Experience

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  Circuit City

  Mar 2006 - Aug 2007

  Customer Service Representative

  • Answering incoming calls.• Handled all warranty enquiries.• Took Senior Escalation calls handling customer issues such as lost packages, credit card fraud, and incorrect product issues.• Acted in a 2IC capacity, leading the team in the absence of the supervisor.• Handled escalated issues stemming from problems occurring in store or with products purchased from the website.• Worked with the Learning and Development team to revamp their call quality standards.• Performed live call monitoring and provided feedback.• Liaised with in store management to reach a timely resolution for irate customers.• Scheduling repairs and helping stores and third party vendors assist the customers with repairs.• Made supervisor call backs to irate customers.• Mentored new staff members. Show less

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  Aetna

  Aug 2007 - Aug 2009

  Customer Service Representative/Team Leader/Trainer

  Responsibilities:Mentor and coach Customer Service RepresentativesOnboard and train new Customer Service RepresentativesProvide upskill training for team membersLive monitor calls and provide feedback to CSRs on compliance and qualityAnalyse statistical call information from the Avaya phone systemHandle escalated issues and provide a timely resolution to customersEnsure the team works cohesively to meet the needs and expectations of our customers in a timely mannerAnswer incoming calls.Process phone, email and fax orders.Respond to enquiries relating to pharmacy claims and benefits.Interpret customer’s coverage and providing the pharmacy with appropriate information to correctly charge patients.Investigate rejected claims and working within the company guidelines to ensure all eligible claims were paid.Achievements:Achieved 100% on call quality monthly from November 2007 - August 2008Managed a project that integrated the outsourced Customer Service Team and the internal Customer Service team which resulted in an improvement in customer satisfaction to 85% Show less

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  Kinetic Concepts

  Dec 2010 - Aug 2011

  Customer Service Representative

  Responsibilities:Respond to enquiries from hospitals and patients regarding the use of medical devices.Provide verbal quotes.Process phone, email and fax orders.Maintain order database.Provide support to the sales team and other internal departments.Liaise with courier companies to ensure on-time delivery and pick ups.Various administration tasks.

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  Smartsalary

  Oct 2011 - Jan 2015

  Customer Service Trainer/Team Coach

  Responsibilities:Deliver induction training for new startersFacilitate Customer Service Assessment Centre as a customer and assessor during the hiring processHandle escalated issues and completed issue reviews for compensation and tax lossPerform Quality Assurance for a fifteen member team, scoring calls and emailsProvide frequent, timely coaching to all agents to assist in achieving their KPIsOn-the-job training and mentoring of new team members, providing continual feedback to both the team member and management regarding their progressLive monitoring of new team members callsAnalyse NPS and First Call Resolution trends and provide suggestions and coaching on how to improve these scoresManage the NPS Maturity Matrix and work cross functionally to create a plan to meet the maturity budgetTrack trends in regards to NPS and work cross functionally to drive process improvementsComplete daily, weekly, and monthly reporting of NPS, Call Linking, and First Call Resolution for the Customer Service CentreComplete root cause analysis to aid relevant stakeholders in delivering improvement initiatives in line with growing the NPS Maturity MatrixProvide 1:1 coaching to agents who are under-performingAchievements:Achieved the Highest NPS Average in the contact centre for the year 2012Received Customer Service Agent of the year for 2013Assisted the Learning and Development Team with reviewing the induction training and updated the materialsAssisted with the training of new employees and ran the induction training in the classroom and on a one on one basisDeveloped and delivered training on NPS company-wideDeveloped, designed, and delivered complaints handling training to the Customer Service CentreDesigned a Rewards and Recognition program for the Customer Service Centre in conjunction with ManagementAssisted with the completion of the Customer Service Attributes in order to qualify for certification by the CSIA Show less

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  Carnival Australia

  Jan 2015 - Feb 2018

  Customer Service Representative/Trainer

  Responsibilities:Provide support and assistance to passengers who have been disembarked from the ship due to a wide range of external issues, including medical issues and emergenciesLiaise with Port Agents, hospitals and insurance companies to ensure smooth repatriation of passengers Create and maintain monthly rosters, coordinating regular drills for key systems and updating essential documentationFacilitate training sessions for staff in order to assist with emergency situations, should they ariseTrain new team members and educate cross-departmentally to ensure a seamless experience for all passengersAchievements:Developed internal training for the family assistance team in order to provide cross training to reservations agentsCoached and onboarded new team membersCreated and completed a Quality Assurance process for the offshore reservations team Show less

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  Links Modular Solutions

  Feb 2018 - Apr 2020

  Software Trainer

  Responsibilities:Facilitate concise and consistent delivery of training to external clients via face to face delivery and web, including over Skype, Microsoft Teams, or Cisco Webex Provide feedback and developing new training documentation to improve the delivery of training Consult with stakeholders assigned to a project to ensure correct delivery of information Manage new/existing client onsite installations and training delivery Modification to training schedules as needed Preparation and development of training resources Perform installation of Links Software Applications and installation of Point of Sale Hardware Undertake onsite visits including implementation, support, training, audits, and demonstrationAchievements:Completed numerous installations of the Links software across AustraliaCreated and designed the style guide for the revamp of the software user guides utilised in trainingShifted training and installation process to a more customer centric focus resulting in increased client satisfactionImplemented a process for all trainers that provided consistency in project completions and allow for simpler project handoverDesigned and facilitated onboarding for new staffDesigned and facilitated customer service soft skills training for internal staff Show less

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  Sgfleet

  Jan 2021 - Aug 2024

  National Manager - Customer Experience

  Responsibilities:The oversight and management of the CX strategy for the Novated Leasing business across the SG Fleet group. Strategic planning and forecasting in order to remain proactive to customer needsUsing research skills to analyse customer data in order to create business cases for improved service deliveryConsolidating, analysing, and presenting customer and client data to executive and board members on a regular basis Oversight and management of the team, including hiringInternal stakeholder management up to and including C-Suite executives, driving accountability to our customers and clientsLiaise with external stakeholders to assist in managing disputes raised by customers through AFCA, NCAT, and other state based Consumer Advocacy tribunal frameworksWork cross functionally and in an agile manner to ensure the needs of our customers are being met consistently and in line with company valuesAchievements:Initialisation of the Voice of the Customer program, tracking NPS and customer satisfaction data Development and implementation of a "person first" strategy when dealing with customer and internal stakeholder needsCreated a customer service charter for the business, underpinning our values and responsibilities to the customerCreated and implemented onboarding training for new starters in Novated Operations and Customer ServiceExpanded the customer experience scope across the business to include a full-time trainer and increased collaboration and knowledge sharing across various teamsCreated a group wide internal and external dispute framework for the business in order to comply with ASIC regulations Show less