Neil Palmer
Auckland,New Zealand
Summary
Experienced call centre people manager excellent understanding of all Call Centre processes both in an Inbound and Out Bound environment, Familiar with Call Centre Matrixes. Excellent oral and written skills, and the ability to direct people in the pursuit of a common goal, which benefits both the individual, our customers and the organisation in an ever-changing environment.
Overview
41
41
years of professional experience
Work History
Team Leader Retail Channel Support
One.NZ
01.2018 - Current
- Day to Day staff management of a team of 10 Retail Support agents, mentoring and coaching staff, UPL management, resolving customer escalations, tailoring individual agent coaching plans, providing feedback to agents, interacting with all levels at One.NZ, interacting with store managers, providing feedback and reporting to stakeholders, personal development of agents, awarded 2 'Star Awards' for teamwork.
Team Leader Customer Service Mobile
One.NZ
10.2015 - Current
- Day to Day staff management of a team of 13 Customer Service agents, mentoring and coaching staff, UPL management, resolving customer escalations, customer net promoter call back, tailoring individual agent coaching plans, providing feedback to agents, setting clear expectations for staff, interacting with all levels at One.NZ, providing feedback and reporting to stakeholders, personal development of agents, HSC representative, 'Inspired' Award for 2nd quarter 2017.
Service Team Leader
Origin Energy - Origin Business Centre
01.2012 - 09.2015
- Day to Day staff management of a team of 15 Customer Service agents, mentoring and coaching staff, staff development, setting clear expectations for staff, providing feedback to agents, resolving customer escalations, interacting with all levels at Origin Energy, providing feedback and reporting to stakeholders, Ace of hearts winner – teamwork.
Sales and Saves Team Leader
Origin Energy
07.2011 - 01.2012
- Day to Day staff management of a team of 8 sales and 4 saves agents, mentoring and coaching staff, setting clear expectations for staff, reporting to key stakeholders on campaign results, development of Adhoc reports, resolving customer escalations, interacting with all levels at Origin Energy, providing feedback and reporting to stakeholders, awarded Red and Gold Balloons through the 'Ace of Hearts' program for teamwork, setting KPI’s for campaigns, training staff on new products.
Senior Customer Service Agent – OBC (Origin Energy)
Origin Energy
01.2009 - 07.2011
- All customer service/general enquiries/sales, customer billing enquiries, first point of contact for all customer enquiries, resolving customer issues, assisting with high level escalations, sales acquisition and retentions for customers, coaching and development of staff, training staff, other duties as directed by team leader.
Acting Call Centre Manager
United Contact Management Services (UCMS)
07.2005 - 09.2007
- Reporting to the client on campaign results on a daily basis, weekly reporting to business manager and external client in regard to targets achievements, reporting to management on profit margins, liaising with client regarding setting up new campaigns, setting KPI for new campaigns, forecasting on campaigns for staffing levels, inbound/outbound sales/customer service, dialler productivity, contact point for high level escalations, ensuring costs are kept to a minimum, assessing staffing requirements and dealing with recruitment agencies, interviewing prospective staff for recruitment, developing team leaders.
Team Leader
Vodafone
01.2005 - 06.2007
- Day to day management of a team of 16 outbound/inbound sales and customer service consultants, managing staff to achieve acceptable grade of service, monitoring of staff performances with main focus on customer service, reinstating values that Vodafone have for customer service, coaching and mentoring, performance managing staff, dealing with customer escalations, development of staff.
Team Leader
Transamerica
10.2003 - 12.2004
- Day to day management of a team of 13 outbound insurance sales consultants, coaching agents, counselling and performance reviews when required, reward and recognition program implemented on the floor, approx
- 70 consultants, staff rostering/adherence, monitoring of staff performances, on the job training and group training, scripting and testing for new campaigns, weekly reporting to centre manager and client in regards to targets.
Franchise Owner
Cash Converters
04.1994 - 06.2003
- Predicting budgets and targets for store, set up of store, recruitment and training of staff, staff payroll and superannuation, working to budgets and achievements of targets to achieve good return on investment, staff management, training of staff in face to face customer service, resolving conflict in a retail environment.
Advertising Sales Representative
Kirwan Bond Publishing
01.1992 - 01.1994
- Cold calling customers to arrange appointments, selling advertising space for a publication called Holiday Australia, advising customers on advertising requirements that benefit them, providing follow up visits to retain their business, maintain relationship with customers.
Customer Service Manager
ANZ Banking Group
01.1984 - 01.1992
- Trained in all aspects of banking from teller right up to managing a branch, day to day management of a team of 20 customer service staff, coaching and implementing coaching plans, customer escalations, staff rostering/adherence, recruitment of staff, monitoring of staff performances, on the job training and group training, one on one feedback, provide and maintaining the levels of customer service as required by the banks charter.
Education
University Entrance Cert (NZ) HSC equivalent
Financial Institute of Victoria
ANIBT
Australian Cricket Board
Skills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- Team Supervision
- People Management
- Complex Problem-Solving
- Analytical Thinking
- Goal Setting
References
Available on Request
Timeline
Team Leader Retail Channel Support
One.NZ
01.2018 - Current
Team Leader Customer Service Mobile
One.NZ
10.2015 - Current
Service Team Leader
Origin Energy - Origin Business Centre
01.2012 - 09.2015
Sales and Saves Team Leader
Origin Energy
07.2011 - 01.2012
Senior Customer Service Agent – OBC (Origin Energy)
Origin Energy
01.2009 - 07.2011
Acting Call Centre Manager
United Contact Management Services (UCMS)
07.2005 - 09.2007
Team Leader
Vodafone
01.2005 - 06.2007
Team Leader
Transamerica
10.2003 - 12.2004
Franchise Owner
Cash Converters
04.1994 - 06.2003
Advertising Sales Representative
Kirwan Bond Publishing
01.1992 - 01.1994
Customer Service Manager
ANZ Banking Group
01.1984 - 01.1992
Financial Institute of Victoria
ANIBT
Australian Cricket Board
University Entrance Cert (NZ) HSC equivalent
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