Leanna Keogh
Balaclava,Melbourne
Summary
People-oriented Team Leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Team Leader Written Communications
Auckland Council
Auckland
07.2019 - 01.2024
- Lead a team of up to 20 Customer Service Representatives, ensuring there is proper training, daily support, handling escalations, motivating my team, quality evaluations, monthly one-on-ones, goal setting against KPI's, coaching and feedback.
- Involved in other activities such as project work, relationship building, training, recruitment and onboarding.
Quality Advisor
Auckland Council
Auckland
07.2017 - 07.2019
- Evaluating recorded calls each week to provide feedback to Team Leaders with findings and recommendations to help improve customer interactions.
- Work with other business units for any process improvement recommendations or knowledge database information updates.
Team Coordinator
Auckland Council
Auckland
07.2016 - 07.2017
- Onboard and train new team members.
- Provided SME support and helped with email responses to customers.
- Problem solved complicated customer enquiries, helped with queue management and day to day activities.
Education
Bachelor of Business - Management
The Open Polytechnic
Auckland, NZ07-2023
Diploma in Applied Management (Level 5) -
The Open Polytechnic
Auckland, NZ01.2017
National Certificate in Business (First Line Management) Level 3 -
The Open Polytechnic
Auckland, NZ01.2015
Skills
- Leadership
- Goal Setting
- Staff Training
- Communication
- Problem-Solving
- Attention to Detail
- People Management
- Performance Improvement
- Onboarding and Orientation
- Coaching and Mentoring
- Key Performance Indicators
- Experience with various office software applications including Microsoft Office
Accomplishments
- Created a new omni channel team to do both phone and emails.
- Part of the project team to acquire a new CRM platform for customer services.
- Involved in user interface testing, training, change management and the role out of the new CRM platform.
- Part of the solicitor statement portal project team that allowed solicitors to request rates statements online.
- Part of the project team to set up a new quality framework for customer services.
References
Available on request
Timeline
Team Leader Written Communications
Auckland Council
07.2019 - 01.2024
Quality Advisor
Auckland Council
07.2017 - 07.2019
Team Coordinator
Auckland Council
07.2016 - 07.2017
Bachelor of Business - Management
The Open Polytechnic
Diploma in Applied Management (Level 5) -
The Open Polytechnic
National Certificate in Business (First Line Management) Level 3 -
The Open Polytechnic
Similar Profiles
Jason HongJason Hong
Position Management Specialist at Auckland CouncilPosition Management Specialist at Auckland Council
Joanna KuangJoanna Kuang
BUSINESS IMPROVEMENT LEAD at Auckland CouncilBUSINESS IMPROVEMENT LEAD at Auckland Council
Oleg PakshinOleg Pakshin
Venue Presentation & Customer Experience Manager at Auckland Stadiums (a division of Auckland Council)Venue Presentation & Customer Experience Manager at Auckland Stadiums (a division of Auckland Council)