Michael Cahill

Experience

• 

  Suncorp Advisors and Administrators/Australian Administrative Services/AMP Pty Ltd

  Jan 1988 - Jan 1998

  account allocation, address changes and all telephone enquiries for both members and employers.Managed all member and employer enquiries in the set range allocated to me i.e.: A - H; SunsuperValued member of the initial call centre team for Sunsuper Standing in as 2iC for the Call Centre Management Team as required.Taking calls from both members and employers for Sunsuper. One on one coaching/budding with new call centre staff Queensland's largest Industry Superannuation Fund. Call Management/Telephone LiaisonGeneral Office ClericalAll administration work and all telephone enquiries for members.

  • Super Administrator

    Jan 1997 - Jan 1998

  • Administrator

    Jan 1990 - Jan 1997

  • Insurance Representative (General, Commercial and Broker)

    Jan 1988 - Jan 1990
• 

  SunSuper

  Jan 1998 - Aug 2015

  SunsuperIdentify Contact Centre representatives' coaching needs from call monitoring Review General Advice calls to determine the appropriate level and type of advice is providedPrepare monthly coaching summaries for the Team Leaders to use in their individual coaching interactionsConduct monthly analysis of coaching needs from the quality monitoring on a team and Contact Centre levelIdentify team and Contact Centre goals and action plans in regard to coaching needs analysisPlan and conduct additional coaching for representatives with further development needsReport to Management about call trends, centre initiatives and training needsParticipate in quality alignment/calibration and shared learning meetings with the Contact Centre management team Provide support to Contact Centre representatives' while Management are in meetings Show less SunsuperGeneral Advice - PS146 compliantResponsible for monthly quality by listening to calls and providing feedbackCoaching and mentoringTeam updatesWeekly updates - team and MSCProviding product, systems and procedural support on the assist queueDaily, Weekly and monthly Average Handle Time reportsGeneral adhoc training/coachingOverseeing the completing of the Callback queueTo action the Escalated e-mail and coaching e-mail inboxes providing feedback and coachingProduct Specialist for SunsuperMonitoring the queues to provide full coverageProviding support to the Team Leader Show less

  • Quality Support Specialist

    Mar 2007 - Aug 2015

  • Quality Specialist

    Mar 1990 - Aug 2015

  • Financial Service Representative

    Jun 2004 - Mar 2007

  • Senior Client Service Representative

    Jan 1998 - Jun 2004

  • Client Relationships Team

    Jan 1998 - Jan 2004
• 

  Australia Post

  May 2016 - now

  Van Driver