Lucas Coppens

Experience

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  Sensis

  Aug 2011 - Apr 2014

  Subject Matter Expert

  * Provide Process, Product & Systems support to Sales Support Team on all -ADS/SCC functions & task* Provide National Level Reporting – Multiple Types utilizing BOXI, Excel & -Database reporting* Analyse Data and recommend strategies for improvement* One on One/Team Coaching – SCC/ADS* Assist Team Leaders with performance management* Deliver Training & Campaign Roll Outs* Construct, write and deliver national communications to operations teams – SCC, ADS, Metered Ad & Online Content Collection.* Work cooperatively with other Operations Managers & Team Leaders to ensure department/ business unit and Sensis objectives can be achieved* Liaise with Sales to identify coaching requirements and assist in the development of the team* Identify any coaching opportunities to improve and maintain consistent processing of advertisers* Identify where further assistance is required to resolve issues* Complete ongoing NPS training (focused on the ins and outs of creating customer advocacy) Show less

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  National Australia Bank

  Jan 2015 - Sept 2016

  Assistant Team Leader/Mortgage Servicing Banker

  * Responsible for the development of 10-20 new bankers at each time (6 week cycles), during their first 6 weeks of servicing customers in the Contact Centre.* Coaching and training bankers to fulfil their goals for their role, as well as providing support in their career development objectives.* Organising and running daily meetings for the team.* Individual coaching sessions for each banker every week.* Undertaking quality evaluations for each banker to ensure that customer service is met, and continually improved, and requirements as a business have been met.* Taking customer escalations, to resolve matters in an appropriate manner. Show less

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  Trade Tested

  Oct 2016 - Aug 2018

  Customer Support Manager
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  Dan Murphy's

  Oct 2018 - Mar 2020

  Customer Assistant
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  Carbon Revolution

  Mar 2020 - Nov 2020

  Production Operator
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  Wolters Kluwer

  Apr 2021 - now

  Customer Success Specialist