Creating & implementing of an offshore call center operation for an
Process optimization Australian financial services provider.
Implementation, training & coaching apprentice level staff on
Customer relations
communication skills & etiquette during induction process for 3
Key client management consecutive batches.
Creating & implementation of Standard Operating Procedures for Voice
Operational reporting related operations.
Designed & implemented the Operator information package when
Operational analytics
calling
KPI design and hotline and provided voice support.
Responsible for providing the management with monthly & quarterly
implementation reports
on performance and projection planning for the following quarter.
Recruitment and selection
Supporting & assuming part of the managers work during her absence to
FLOW
Legal process outsourcing, outsourcing.
Financial Planning, Reporting and Design and implementation of all Policies and procedures currently used
Analytics, process optimization, by the organization including Leave policy, social media policy, mobile
Human Resource management, usage policy, security policies.
Payroll, Conflict resolution. Designing of the Recruitment and Selection criteria for all roles within the organization including the testing for each department.
Using the experience gained over Introduction of Performance management systems for the organization.
the years I have been able to add Managing all HR related operations of the organization including Payroll. value to organizations by providing
Creating Board Packs for Biannual Board meetings of the directors.
business strategies to cater to the Setting of Goals and targets for individual teams in order to meet the ever-changing Outsourcing industry
overall organizational goal.
while analyzing market trends and