laura macey

* Coach all team members to improve customer experience, focus on negotiation techniques as well as objection handling. * Mentoring and development of all staff through regular 1:1s, providing constructive feedback and ongoing tailored coaching. * Involved with recruitment, selection and induction for new staff. * Committee member for R&R program. * Classroom learning - Provided group coaching sessions with dedicated call coach to up-skill entire team learning gaps. Trends identified through statistical analysis. * Increased team morale, evidenced by skip level feedback.

Leading a team of technical writers in the consumer finance Operations business who deliver policy and procedure documentation, internal communications and intranet support. Lead a team of technical writers in the design, development and implementation of customer centric policy and procedure documentations to support onboarding, upskilling and projects for front line staff to junior-to-middle managers and specialists. Removed double handling waste by enabling other technical writing functions to publish their own documentation. This was achieved by designing training materials and quality standards framework and executing on this material. Designed a new business wide customer email policy based of the interpretation of legal advice provided.

* High volume recruitment and business development for the contact centre industry.; Developed and generated new business from warm leads and through cold calling. * Managed a portfolio of existing clients. * Negotiated terms and price of business trading agreements to achieve profitable business outcomes. * Skilled in objection handling, open questioning and behavioural interviewing techniques. * Responsible for candidate attraction strategies including advertising and generating referrals. * Managed interview and offer process. * Proficient in client and candidate influencing and selling techniques.

* Provide support to sales team by taking customer queries via phone and email and maintaining national database. * Liaise between interstate management team to co-ordinate national marketing requirements including monthly advertising and direct marketing campaigns. * Draft correspondence and press releases on behalf Managing Director.

* Accounts payable and receivable invoice entry and processing, as well as petty cash reconciliation. * Preparation of meeting minutes, itineraries and formal reports. * Reception duties including all office support and stationary ordering. * Supervision and training of junior trainees.

Customer Experience Strategy - generating targeted insights to support businesses meet their customer’s needs.In doing this I partnered with business leaders to create and execute effective and lasting change through process improvement and people engagement.