ATA Awards
2010 State Winner Profiles
Queensland 2010 State Award Winners
Logan City Council - Qld Contact Centre of the Year < 50 fte Category
Where is your centre and what does it do?
Our centre is located within the Logan City Council Administration Centre, Logan Central in southern Brisbane, QLD.
Our Centre acts as the gateway for our community (269,000 residents) to access the services provided by Logan City Council. We are the frontline telephone contact for customers as well as the 'face of Logan City Council' through our four service counters. We carry out a myriad of tasks including the lodgement of requests for service, provision of resident information and documentation and support and assistance with re-occurring billing and enquiries relating to rates and animal registrations. We also act as a referral system to assist customers in locating the right service provider within Council - and much more, to many to list here.
Why did your centre enter the awards?
We entered the awards for a number of reasons, mainly to assist us in identifying areas that we can continue to develop as well as giving us the opportunity to benchmark ourselves against our peers. The award program was also a really important mechanism to recognise our staff for the great work they do every day and we felt it was valuable recognition for our branch team as a whole. Many of our Customer Service Representatives became part of our submission working team to assist and have input - and a group were able to attend on the awards night. It was truly fantastic to see their faces light up when they announced us as the winner in our category.
Why do you think your centre won the award? What is your workplace approach and ethos?
We don't see ourselves as perfect by any means - but we have certainly put a lot of work into developing our centre, its processes, procedures, policies, staff tools, satisfaction surveys and communication strategies, to ensure we not only focus on developing sharp operational practices, but also a team of people who have what they need to deliver high quality service and feel engaged and valued in their role. This work has been occurring over many years and we still have areas to work on. Our ethos is based upon operational excellence, engaged and valued people and customers who are pleased and value the service we deliver.
How did your centre celebrate its win and where to from now?
We are only in the 1st week following our win and many of us have not come down off the amazing high as yet! We celebrated on the night (of course!) and we decorated our Centre early on Monday morning with helium balloons and banners and had a special lunch to celebrate with the team. We are also organising a branch BBQ and inviting the many other people involved in supporting our branch to recognise them for the part they played in our win.
Where to from here?
Well, we are all extremely excited to attend the National Awards evening on the Gold Coast in September, then from there we will be focusing on the feedback from the judges so we can continue to develop our centre, our people and our services.
Further comments?
We are extremely appreciative to the ATA for the opportunity to participate in such an amazing program. We have also taken the opportunity to send a number of our staff (Training Officer, QA Officer) to some of their training days and walk-throughs which has been great and we are keen to continue to realise the value that these benefits offer us.
Information provided by Samantha Watson, Customer Service Program Leader - Operations
Jamie Spencer from Energex - Qld Teleprofessional of the Year
Where do you work and what is your role?
I work for ENERGEX and am the Senior Customer Service representative for our Retail Support team. I am also succession planning for a Business Analyst role.
What is it that you love about your work?
My team and all the people in the Contact Centre make coming to work so easy and enjoyable. The ability to help facilitate change and deliver the Power to WOW through high customer service is another factor that makes ENERGEX a one of a kind workplace and an employer I am fortunate to work for.
What did it mean for you to participate in the ATA Awards Program?
I was delighted to even be nominated, so to win was definitely a bonus and something I am most proud of.
What does it mean for you to win this award?
It definitely means a lot, even more so as the 2009 Teleprofessional Ramona Ansell is now my Team Leader so to even be considered in the same league as Ramona is both inspiring and humbling. Plus I got to hear Surfin Bird played out loud at the awards.
What are your career or life ambitions?
World Domination :)
A&G Insurance Holdings - Qld Contact Centre of the Year >120fte &
Team Leader of the Year & Centre Manager of the Year
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Congralations to the A&G Insurance Services for the amazing hatrick of Awards wins. Not only did they win Contact Centre of the Year >120fte for Queensland, but they also won individual awards. Congratulations to Mark Deighton, Contact Centre Manager of the Year, and Debora Hartley, Team Leader of the Year.
Photo Right - Mark Deighton - Qld Contact Centre Manager of the Year
Photo below - Debora Hartley, Qld Team Leader of the Year
About A&G Insurance Services, Qld Contact Centre of the Year >120fte
Our two centres are based on The Sunshine Coast (1.5 hours north of brisbane) & North lakes (45 minutes north of Brisbane)
Why did your centre enter the awards?
Basically to benchmark our selves against others in the industry and too learn from the experience. We entered last year and won both state & national titles and decided to reenter to involve more staff in the process so as they could gain experience and of course to win again !!
Why do you think your centre won the award? What is your workplace approach and ethos?
We took a very consultative approach to the awards and tried to involve as many staff as possible from all aspects & levels of our centres. Most importantly this included having some 90 staff nominated for the individual awards and whittling that number down to 14 actual nominees. The inclusive approach and involving many staff in working on various subsections of the nomination process and actual presentation process ensured that all knew what was going on and felt they had some ownership in the process. This was probably the most obvious think to do, but hardest to execute effectively. Then there was practise, practise, practise...... !!!! I would like to think our culture or ethos could be described as business focused within a relaxed & well resourced & fun working environment.
How did your centre celebrate its win and where to from now?
We had a good representation on the night with some 40 staff attending, fun was had by all !!
Information provided by Gerry O'Shaughnessy, Director, Call Centre Operations
Western Australia 2010 State Award Winners
Joanne Fagg, Water Corp - WA Teleprofessional of the Year
Where do you work and what is your role?
I work as a Senior Customer Service Representative at the Water Corporation. I generally take between 30 and 50 calls per day but my main role is to provide assistance to my 13 team members. The majority of my time is spent working as a coach and mentor for my team, monitoring their call quality and statistics and handling escalated calls.
What is it that you love about your work?
I love being able to help others to achieve their goals and meet their targets. It is very satisfying to work with someone from their first day and watch them develop into a valued employee. Also as a member of the Reward and Recognition Committee, I love to help create an enjoyable place to work. Working in a busy call centre, the work can sometimes seem repetitive so it is great to have a healthy, happy culture.
What did it mean for you to participate in the ATA Awards Program?
It is a great opportunity and honour to represent the Water Corporation and shows our commitment to providing excellent customer service.
What does it mean for you to win this award?
It is definitely a highlight of my career and it is great to be recognised for the work that I do. I am proud to be a part of the Call Centre team and proud of the quality of service that we provide.
What are your career or life ambitions?
My current career goal is to become an influential leader and further my mentor role by becoming a Call Centre Team Leader.
Further comments?
I am now really looking forward to representing the Water Corporation at a National level at ‘the most prestigious awards ceremony in the industry’ and I believe that I would really be able to draw some great ideas from the conference, to bring back to the work place on building a positive and productive culture for the whole Call Centre.
Fiona Counsel, IAG/SGIO - WA Team Leader of the Year
Where do you work and what is your role?
I am currently a Sales Team Manager in the Perth TBC
What is it that you love about your work?
The environment - I work with a fantastic group of people who are supportive, fun and encouraging. People - I love coming to work each day to "make a difference", whether it be for our customers or our staff. Being able to help develop people and grow in their current roles and their careers gives me a great sense of satisfaction and achievement. I love being able to pass on the experience and skills I have gained throughout my career as a Team Manager, and watch them grow into the best they can be.
What did it mean for you to participate in the ATA Awards Program?
WOW - it was fantastic recognition for the work I do and when I won the WA State Award for the second year in a row - it was the ultimate recognition, not just for myself but also for the team I am a part of.
What are your career or life ambitions?
To continue to "make a difference" for our people in their current roles, their development and career journey. To continue being a role model, not only for emerging leaders, but also for all staff striving to be the best they can be, and to drive High Performance results in both financial and customer service levels.
I would also like to acknowledge the hard work everyone involved with the ATA puts in to make these awards so successful every year.
Good luck to everyone in their categories.
The Royal Automobile Club of WA - 2010 WA Contact Centre of the Year 50 - 120 FTE
Where is your centre and what does it do?
Our centre is located in Joondalup, Western Australia which is about 30 minutes north of the Perth city centre. We take calls for Roadside Assistance, Membership Enquiries, National Assistance Program breakdown assistance and service booking for RAC Auto Service Centre’s
Why did your centre enter the awards?
We have entered the centre in previous years and found the experience very rewarding and informative. This year we involved a large number of the staff in the centre which gave people the opportunity to let others know what a great centre we work in.
Why do you think your centre won the award? What is your workplace approach and ethos?
I think our centre won the award because everyone that works here is passionate about making our members happier on each and every call they take. We also have a relaxed, fun working environment with highly engaged people who enjoy coming to work everyday.
How did your centre celebrate its win and where to from now?
We celebrated directly after the awards night at the Burswood Casino and then with ongoing celebrations for the week at the centre with lots of food.
We are all really excited about representing WA in the National Awards on the Gold Coast in September. We have 9 people from the centre attending and all are really looking forward to the evening and the celebrations.
Spokesperson: Stephen Mantell, Contact Centre Service Manager, RAC WA
Westnet - WA Contact Centre of the Year >120FTE
What centre category did you win?
WA Teleservices Centre of the Year >120 FTE
Where is your centre and what does it do?
Our centre is located on Churchill Avenue Subiaco in Perth Western Australia. In this building we have over 200 Customer Service Representatives (CSRs) that deal with Technical Support and Billing for the Westnet customer base.
Why did your centre enter the awards?
Westnet has always focused on delivering outstanding customer service every single day and this was the perfect opportunity to show what we do for the customers and our most valuable asset, our staff.
Why do you think your centre won the award? What is your workplace approach and ethos?
I’m sure everyone who enters says stuff like “we like to have fun”, but we really wanted to show judges the atmosphere that exists within our centre; demonstrate why we keep winning customer service awards; and explain why our staff love working with us so much. We really do embrace our CSRs as a core focus of the business. They are vital to our success on so many levels, so it’s all about listening/coaching/developing these individuals to engage them and get the very best out of them.
How did your centre celebrate its win and where to from now?
Every CSR got a movie ticket and a certificate of appreciation. We also had a pretty big ‘Cake Day’ (a monthly event in the contact centre) with a couple of special ‘congratulations on the win’ cakes. From here it’s a matter of how we can improve our contact centre even more. I guess we’re looking at what that next special ‘leap forward’ will be.
Further comments?
It was an amazing experience for the Westnet contact centre to win and something we’re all extremely proud of. It certainly makes us feel confident we’re doing something right for our customers and staff. We look forward to the national awards in September and will be sending an enthusiastic team of Westnet supporters along to rally for us.
Spokesperson: Colin Anderson, Westnet, Contact Centre Manager
South Australia 2010 State Award Winners
Kidney Health Australia - SA Contact Centre of the Year <50fte
Where is your centre and what does it do?
We are located in the suburb of Hackney in Adelaide, SA. Kidney Health Australia is a not for profit organization and our call centre is a national outbound sales centre. We sell $45 lottery tickets and gain donations from our supporters and the Australian public to fund and support medical research, awareness, detection& prevention programs for the management of kidney disease in Australia and our region. Our call centre contributes to over 50% of the organizations income.
Why did your centre enter the awards?
Over the last 5 years our centre has gone through tremendous change focusing on all aspects of our operation working towards being a professional and profitable centre who delivers on their promises. We have come a long way and as 2009 was a very successful year in achieving our goals we decided it was now our time to enter the awards and to put our centre up against our peers in the industry and give us a measure of where we are at.
Why do you think your centre won the award? What is your workplace approach and ethos?
We believe our processes and procedures that are in place are solid, we met our goals in the last 12 month and was able to provide the evidence to back up what we presented to the judges. We have committed staff who believe in what they are doing and enjoy coming to work. Our goal was to communicate all those areas to the judges in our presentation as well as have fun on the day.
The key elements of our call centre are: open and honest communication, transparency, reward & recognition, accountability, achievable benchmarks and most of all have fun and celebrate our successes together.
How did your centre celebrate its win and where to from now?
We had 20 staff attend the awards dinner and we definitely celebrated late on into the night. On Monday we held a lunch for all staff and played a game giving away prizes during the day.
I would recommend to any call centre considering entering the awards to do so, it is a very rewarding process.
Kidney Health Austrlaia spokesperson: Jenny Burnett, Call Centre Manager
Joan Harrland, Centrelink - SA ATA 2010 Contact Centre Champion of the Year
Where do you work and what is your role?
Centrelink - Adelaide Call Centre. I am a Senior Social Worker (a member of a virtual call centre social work team) and provide crisis intervention and casework with Centrelink customers anywhere in Australia who are often vulnerable and who are experiencing a range of often challenging life experiences.
Referrals issues may include domestic violence, homelessness, mental health including risk of suicide, relationship issues, separated parents with custody and access issues and those who have experienced a bereavement /loss. In addition counselling support is also provided to Australians affected by disasters both within Australia and internationally.
Training and support to customer service advisers is a significant component of my role as often our staff are the first point of contact for customers and we can assist staff with assessment, intervention and referral options.
I am an active member of the Adelaide Call Centre leadership team and assist with strategic planning and the support and mentoring of team leaders.
What is it that you love about your work?
The ability to make a difference in customers lives when they are often at their most vulnerable. The Adelaide Call Centre staff and their friendship, support and ability to make me feel a valued member of the centre. My relationships with members of the Call Centre Social Work team and my respect for their integrity, energy and commitment to enhancing customers lives.
What did it mean for you to participate in the ATA Awards Program?
An amazing tribute from staff and the Adelaide leadership team who work with me on a daily basis .
What does it mean for you to win this award?
Quite humbling and an absolute honour. A wonderful opportunity to share and promote the role of social workers in Centrelink and particularly within the call network.
What are your career or life ambitions?
Continue to work within Centrelink Call and undertake opportunities to utilise my social work skills and experience.
Thank you to the ATA and sponsors for recognising achievement within the Call Industry.
Julie Warner, Centrelink Port Augusta - SA ATA 2010 Teleprofessional of the Year
Where do you work and what is your role?
I work at the Centerlink Rural Call Centre in Port Augusta this is about 3.5 hrs from Adelaide. I am a Customer Service Advisor and have been at centrelink for 4.5 years.
I would like to let you know what a Rural Call Centre is and what we do on a daily basis. A rural call centre is a call centre set in a rural area and takes its calls from that area, ours being rural SA. Rural staff are trained in all Centrelink payment streams ( age pension, disabilities, carers, families payments and New Start to name just a few. In addition to this we are Drought trained to handle the drought calls from across the Country handling exceptional circumstance payments and other drought enquiries.
What is it that you love about your work?
I love the people that i work with! I feel that there is a great amount of support and structure and its a great environment to work in!
it also offers variety of work and opportunities for advancement.
What did it mean for you to participate in the ATA Awards Program?
It was a challenge, but I was encouraged by my Co workers and feel proud to have followed through with the process. It has given me a greater understanding of our organisation and my role within it.
What does it mean for you to win this award?
It was a great honour and an amazing new experience, I would recommend it to anyone. Plus it looks great on my Resume.
What are your career or life ambitions?
I always strive to achieve my best on a daily basis and will look at opportunities as they arise. I have had some personal upheavals in the last few Years and feel that management has helped me achieve a great work life balance. My main goal is to be able to maintain this.
Stephen Marsh, Centrelink Adelaide - SA ATA 2010 Contact Centre Manager of the Year
Where do you work and what is your role?
I am the Manager of Centrelink's call centre in Adelaide
What is it that you love about your work?
I really love working with a group of staff who are passionate about assisting our customers and making a positive difference to their lives. Our work is sometimes challenging as our customers come from a broad range of backgrounds and their circumstances are so varied and at time very difficult. I am constantly amazed with the resilience that our staff demonstrate in dealing with the our customers and the ever changing aspects of our work.
What did it mean for you to participate in the ATA Awards Program?
My nomination in the Call Centre Manager category came about as a result of Centrelink Call's internal awards program. I am proud to represent Centrelink in the ATA Awards program as it has provided us an opportunity to benchmark our organisation with others within the broader industry.
What does it mean for you to win this award?
While I appreciate winning the award at a personal level I believe that it was only possible through the great work and support that I receive in my role from staff within my centre and my peers within our organisation. I am fortunate to work with a strongly united group of people who have a passion for providing a consistent and responsive service delivery to our customers and the broader Australian community.
What are your career or life ambitions?
I am approaching the latter part of my working life and I want to continue with the work that I do so that on retirement I can look back with a sense of pride on what I have been part of throughout my career with Centrelink. I have been privileged to work for such a great organisation.
Centrelink Adelaide - SA ATA 2010 Contact Centre of the Year >120fte
Where is your centre and what does it do?
Our call centre is located in Adelaide and we provide Centrelink call centre services to customers with enquires related to family payments and child care, employment services and youth and students.
Why did your centre enter the awards?
Our call centre was successful in our internal Centrelink Call awards program and we entered the ATA Awards to benchmark our centre and our organisation with others within the industry. Entering the ATA Awards program provided us with an opportunity to celebrate what we have achieved over the past year. We are passionate about what we do for our customers and our organisation on an ongoing basis and we believe that we have much to be proud of in regards to our achievements.
Why do you think your centre won the award? What is your workplace approach and ethos?
One can never be too sure of why we won the award as the judges do not give much away!
Our presentation to the judges focussed on what we have achieved for our customers and organisation over the past year and our results are very much a flow on from what we do to develop our staff.
Our presentation had a strong focus of developing our people from recruitment and induction through to progression through various levels and roles within our centre or other parts of our organisation.
Our staff development approach is all about ensuring staff have career options available to them and that we have succession planning well embedded within our centre.
Our leadership group have a mantra of "Adelaide Call: Always Delivers, Always Excels". This mantra drives our centre's focus on developing our staff and driving a high performance culture within the centre.
How did your centre celebrate its win and where to from now?
It was essential that we communicated the fantastic achievement to all Adelaide Call staff, and that everyone in our centre knew that they had played their part in our trifecta win - "Call Centre of the Year", "Champion of the Year" and "Manager of the Year". Wow - What a night!! We ensured the congratulations and celebrations were communicated in various ways - personal congratulations through the leadership group, our Centre's newsletter, messages from our National Managers, others from within the Centrelink Call network and our Manager noting that every contribution was valued and celebrated.
Adelaide Call Centre loves to celebrate and we have already done so with celebration cake, pizza lunch and more cake as well as certificates of recognition for all staff. We are planning a Hollywood style "Adelaide Call " awards night at a regular staff function on 20 August to really get down and celebrate!
Centre Spokesperson: Steve Marsh, Centre Manager
Victorian 2010 ATA State Award Winners
Daniel Savoia, GIO Insurance Melbourne - Victoria 2010 ATA Team Leader of the Year
Where do you work and what is your role?
Sales Team Leader for GIO Insurance Melbourne
What is it that you love about your work?
Above all else I love that I get to lead a team of talented, passionate and diverse individuals every day towards achieving a strong business outcome whilst ensuring an exceptional, world standard of customer service is provided at all times. My role allows me to drive a culture in my team that promotes accountability, continuous improvement and recognition of our efforts and this provides me with a great sense of professional fulfilment.
What did it mean for you to participate in the ATA Awards Program?
For me, it meant that I had the honour of participating on behalf of GIO’s brand, company, and people. I hold this with the upmost of respect and with this in mind I wanted to utilise this opportunity to ensure GIO was represented to the best of my ability.
What does it mean for you to win this award?
Winning this award reaffirms my belief that a Team Leaders role is made most effective when working with their team towards clarity, capability and motivation in all facets of their work. Winning this awards also provides me with a huge amount of pride in knowing that I achieved this outcome with the full support of my team.
What are your career or life ambitions?
Wherever life takes me, I hope to never be afraid of or shy away from hard work and a challenge, whilst always knowing how to have fun and never taking myself too seriously.
Michael English, Salmat - Victoria Teleprofessional of the Year 2010
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Where do you work and what is your role?
I work at Salmat. I work for one of Australia’s leading non-bank lenders in an outsourced call centre. We take care of Customer Service, Sales and Retention. I’m responsible for end to end service for mortgage applications and retaining borrowers that are looking to defect to other institutions.
What is it that you love about your work?
The thing I love most about my work is helping people realise their dreams. A mortgage is probably the biggest contract that anyone will ever enter into in their lifetime. I love being able to not only assist borrowers in purchasing their dream homes, but also being able to educate someone to get the most out of their mortgage so that they might be able to save money on the way. I love the challenge of listening to a borrower’s query and being able to tailor solutions around their needs so that they are getting the best possible service and an outcome that is really going to help them.
I also love my work environment. Salmat has a very diverse and unique culture which promotes empowering agents with all the tools they require to be successful in a fun and colourful environment. We have such a focus on our employees and constantly have functions/programs where you get to liaise with people from all business areas. This is imperative for personal development and team bonding. I love working at Salmat. It is the best company I’ve ever worked for.
What did it mean for you to participate in the ATA Awards Program?
Participating in the ATA Awards Program has been a rewarding and humbling experience. I come to work every day and strive to give 100% in everything I do. I don’t believe that necessarily sets me apart from anyone else, but to be recognised by my colleagues and peers has been truly inspiring. The whole ATA Awards Program has introduced me to many people from Call Centres across Australia, and it’s been great to network with people in the industry. You get to see where people started and what led them to their current roles which in turn provides a great platform to set your own career goals.
What does it mean for you to win this award?
Winning this award was one of the most special moments in my working career. I got to share this award with my team on the night and to be recognised in front of a room of people in the same industry for a job well done – words cannot describe how that feels. It has really inspired me to continue to strive for excellence and to share that with my team. I think that’s been the biggest thing for me – turning that positive energy into something that benefits the team as a whole, because without the team, I wouldn’t be where I am today.
What are your career or life ambitions?
One day I’d like to run my own call centre, but before I get there, I want to try my hands at as many roles as I can to get a better understanding of how the business operates. Ideally, I’d like to get into some more Client Facing Roles and learn more about HR too. The great thing about working for a company like Salmat is that all of this is possible in time, so I’m really lucky in that respect.
I’d just like to say that the ATA Awards are an amazing experience and if anyone out there gets the chance to participate, please do!! It’s such a great process and you really get to learn a lot about yourself along the way.
ATO - Victorian Contact Centre of the Year 50 -120 fte
Where is your centre and what does it do?
CBD Melbourne. We are a debt collection group within the Australian Tax Office. Our teams undertake inbound & outbound conversations with the Australian community with the aim of securing outstanding debt as well as instilling the concept of ‘good citizenship’ in those that we interact with.
Why did your centre enter the awards?
We saw the awards as the perfect opportunity to focus on staff engagement that could link in with our centenary year. Our theme focused on 8 areas of society & how they impacted the ATO & as the majority of our workforce has been with us for less than 2 years this gave us the perfect opportunity to explore who we are & what we do. The areas covered - Leadership Style Changes through the Generations, Technology, Immigration, Natural Disasters, War, The Great Depression, Law & Women.
Why do you think your centre won the award? What is your workplace approach and ethos?
I believe that the judges could really see our engagement, at all levels, & whilst we don’t have all the bells & whistles of the larger, more corporate centre’s we were able to instill the ethos that debt collection can be a noble service. It is important to us that our staff understand the contribution that they make to the wider society & how important their efforts are.
How did your centre celebrate its win and where to from now?
We had a number of relaxing afternoon teas where their efforts were acknowledged & celebrated. We have a smaller site at Box Hill who were also included in the celebrations as we see ourselves as one virtual site. Where to from now? Well we would love to win the national title however we will need to wait another month for that however we see our theme continuing as we journey towards our centenary celebrations in November & the continued engagement of our staff.
As the Director I am extremely proud of the ongoing efforts of our staff. This is a great place to work & everyone here continues to contribute to our success.
ATO Spokesperson: Donna Steward, Regional Director, Debt Early Collections. Australian Tax Office
NSW ATA 2010 State Award Winners
Alsion Binskin, Flexigroup - NSW Contact Centre Champion of the Year
Where do you work and what is your role?
Flexi Group. Senior Operations Project Coordinator
What is it that you love about your work?
Sense of achievement, everything I am doing is helping move the company forward
What did it mean for you to participate in the ATA Awards Program?
It was an amazing journey and to receive that external recognition, I can think I much more that can top that!
What does it mean for you to win this award?
It really cements the hard work and energy you put into your work and the value one can add to the business
What are your career or life ambitions?
To move up the corporate ladder, gain further experience into all aspects of business management and perhaps one day lead a successful business
To be nominated by your manager to participate in ATA is a great achievement, to then be recognised by the ATA, amongst some other top leading individuals/companies is indescribable.
Sneza Spaseska, NRMA - NSW Team Leader of the Year 2010
Where do you work and what is your role?
I work for NRMA ( IAG) , I am a Sales Team Manager at our Hurstville Telephone Centre.
What is it that you love about your work?
The most rewarding aspect of my role is seeing people grow and develop their careers and be the best they can be. It's satisfying when you are able to influence others to believe in themselves and to give their best each day.
What did it mean for you to participate in the ATA Awards Program?
To be nominated for an award with the ATA is a huge achievement,it means alot to just be a nominee.
What does it mean for you to win this award?
Wow , what an honor. I still cannot believe I was selected as the NSW winner. Certainly very proud.
What are your career or life ambitions?
To be the very best I can be in everything I do and be the best leader I can be. To never stop influencing others to be the very best they can be and achieve their professional and personal goals also.
I want to Thank everyone envolved in the co ordination of the entire process , I know it takes alot of effort to put these events together.
Matia Cindric, Commonwealth Bank - NSW Contact Centre Manager of the Year
Where do you work and what is your role?
Commonwealth Bank of Australia- Local Business Banking. Service and Sales Manager.
What is it that you love about your work?
I love the satisfaction of being able to help both clients and my people. It is a great feeling of accomplishment when a problem is presented to you that someone is facing and you are able to solve it for them.
What did it mean for you to participate in the ATA Awards Program?
It was such a great experience as we did not realise what great work the team was doing until we actually had to go through this process and literally go through in detail all our achievements. This was especially special as we are a relatively young team that started with no processes and to know all our hard work had paid off and was doing good for our clients and people is a great feeling. The other important thing to note is that going through the ATA Awards Program the first time brought to light processes that we had not yet even considered and allowed us to know to get onto those processes right away!
What does it mean for you to win this award?
It is such an honour but an extremely humbling experience. I feel as though what I do each day is the least I can do to help my clients and people who put in so much hard work day in and day out.
What are your career or life ambitions?
My mantra is to work hard and honestly and you will reap what you sow. I love working with clients and with people and hope my career continues to allow me to do that.
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