Carol-Anne Cushnan

• · Streamlined probationary processes, enhancing efficiency and reducing onboarding time
• · Strong ability to foster relationships, understand customer needs, and tailor solutions to maximize satisfaction within retention and growth
• · Experienced driving and executing change management initiatives, ensuring seamless transitions and minimising disruption
• · Expert in implementing conflict management strategies that align with business objectives
• · Developed and introduced streamlined tracking process based on analysis of colleague and customer complaints, enhancing project coordination and resolution efficiency
• · Led successful CSM Engagement initiative, resulting in 17% increase in regional engagement scores
• · Coached teams to achieve exceptional customer service standards while fulfilling key business targets
• · Drove performance enhancements by effectively utilising reports to align operations with strategic goals
• · Engaged in development and testing of new systems to boost operational efficiency
• · Utilised data analysis skills to interpret complex data sets, driving actionable insights for business improvements
• · Built and maintained strong stakeholder relationships through effective communication and problem-solving skills
• · Trained staff to resolve complaints appropriately to maintain customer satisfaction
• · Skilled in conducting structured shift reviews to assess team performance and identify areas for improvement
• · Professionally handled difficult customer complaints and objections to maintain first-class customer service standards
• · Maintained smooth-running business operations by delegating priorities to staff abilities
• · Represented organisations at conferences and business events
• · Successfully delivered on tasks within tight deadlines
• · Quickly learned and applied new skills to daily tasks, improving efficiency and productivity
• · Directed daily operations to achieve high productivity levels

• Formulated key performance indicators for precise measurement of quality objectives.
• Optimised QA processes, leading to improved project turnaround times.
• Applied automated testing tools for faster QA execution.
• Coordinated with development team for efficient fail detection and mitigation.
• Facilitated training workshops for staff on latest QA techniques and methodologies.

Assessed insurance sales, claims, retention, and complaint calls across five teams.

Communicated feedback to managers and agents post-evaluation of calls.

• Marked upwards of 50 calls each week, ensuring comprehensive QA oversight.
• Showcased readiness to increase working hours to fulfil full-time commitments.

Multi-skilled telephone agent, enhancing customer service expertise

Managed over 50 inbound sales calls per day assisting customers in selecting suitable packages

Scheduled appointments while addressing customer needs and requirements

Executed outbound sales calls to existing customers, promoting various products.

Resolved queries regarding contracts, ensuring customer satisfaction.

Conducted quality assurance evaluations on calls to maintain service standards.

Provided coaching to underperforming staff, facilitating skill development.

Trained new team members, equipping them with necessary tools to meet targets.

• Successfully upsold additional products, enhancing overall customer experience.
• Resolved disputes diplomatically with a calm and composed demeanour
• Achieved high sales targets with outstanding product knowledge.