• Melbourne Victoria
Kate Thomas

Kate Thomas

Results Orientated

Summary

Highly developed communication and influencing skills with a proven track record of achieving and exceeding personal and corporate objectives Strong strategic management capabilities with holistically atuned analytical problem solving skills and the ability to develop innovative solutions

Work History

Work History

Assistant Team Leader-Wholesale Operations

Oct 2009 - Present
Government Services Operations
Assistant Team Leader-Wholesale Operations Jul 2005 Supported team achievement of sales commission targets Achieve overall service level objectives of the call centre include ASA & AHT Minimise staff turnover Improve overall productivity Create motivated & friendly team environment Respond & resolve customer complaints whilst minimising cost to AOT Procedures followed with discipline and focus Sales, product and destination knowledge is developed Performance management of team members

Manager

Aug 2010 - Dec 2014
Government Services Operations
Manager Wholesale Operations/Manager Management of 100+ multi location call centre Ensured continual assessment, evaluation and implementation of process to minimise cost and maximise profit Maximised performance and productivity in terms of sales targets, call handling and key performance indicators Develop business acumen and leadership skillsin senior leadership team Ongoing management of reward and recognition program to minimise staff turnover and increase staff productivity Contributed to companies overall strategic direction Identified synergies with other areas of the business and work together with other departments to ensure efficiency and faster processes.

Manager

Sep 2009 - Aug 2010
Government Services Operations
Manager Ensured overall service level targets were met B2C through aligned process and procedure Set income targets based on overall business budget Reviewed and streamlined online business process and procedure for the successful integration into the wholesale business stream Maximised performance and productivity in terms of sales targets, call handling and key performance indicators

Team Leader-Wholesale Operations

Sep 2005 - Oct 2005
Government Services Operations
Team Leader-Wholesale Operations Ongoing training, coaching and development of sales consultants Continual assessment, evaluation and implementation of procedures to ensure effectiveness and maximisation of resources Cultivated a motivated team environment to ensure both inter-team and intra- team relationships were maintained Managed performance through coaching, feedback, direction and leadership of sales consultants Performance management of team members

Travel Consultant

Feb 2002 - Jul 2005
Government Services Operations
Travel Consultant Ensured overall service level targets were met B2C through aligned process and procedure Set income targets based on overall business budget Reviewed and streamlined online business process and procedure for the successful integration into the wholesale business stream Maximised performance and productivity in terms of sales targets, call handling and key performance indicators

Education

Education

Diploma

Portfolio

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Exceptional interpersonal communication
Effective leader
Budget development
Staff training/development
Employee scheduling
Efficient multi-tasker
Project management
Customer service-oriented
Human resources management
Operations management
Strategic objective execution
Process improvement
Empowers high-performing sales teams
Extensive personal network

Strong interpersonal skills

Analytical problem solver
Goal-oriented
Cost reduction strategies
Project planning and development
Budgeting and forecasting
Customer relations specialist
Quality assurance and control
Employee relations
Startups and turnarounds background
Performance evaluations
Work flow planning
Sales background

Certifications

Certifications

Diploma of Management

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