Leanne Raftery

• Supervise and manage Front of House staff.

• Monitor the Front of House and ensure smooth daily operations.

• Assist staff with complex and technical enquiries.

• Provide support to vulnerable customers and manage customer aggression.

• Conduct staff coaching sessions and support staff upskilling and training.

• Implement policies and procedures as directed by management.

• Create and amend staff schedules.

• Present daily stand-up huddles and help facilitate fortnightly team meetings.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Maintain an inclusive and diverse team culture.

• Enhance customer satisfaction by efficiently addressing and resolving their inquiries and concerns.

• Process new claims both in-office and online.

• Conduct quality checks - QMA & QOL.

• Resolve customer feedback and complaints.

• Provide local peer support.

• Identity Subject Matter Expert.

• Educate customers about digital servicing
• Cross-trained other customer service programs such as Medicare.
• Respond proactively and positively to rapid change.

• Built strong relationships with clients through exceptional communication and personalized service.
• Organized trips for individual, family and business travellers.
• Worked closely with clients to understand unique needs and meet specific travel desires.
• Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.

• Monitored front-end service operations.

• Supervised staff and managed rosters.

• Controlled cash handling and transactions.

• Assisted customers with inquiries and concerns.

• Conducted pricing and date audits on stock.

• Audited stock invoices for accuracy and compliance.