Cath Long

Background

About Cath Long

I am passionate about improving operational efficiency to enable the company that I work for achieve and exceed operational targets. In my current role at Aruma, I manage the Voice of Customer and Voice of Employee program, as well as projects to improve the customer experience to drive growth and retention. Previously I worked locally at Comlink Australia, a NFP in home aged care provider. My team managed central intake services across Queensland. I conducted competitor analysis and business performance audits to inform ELT. In addition, I managed Net Promoter Score / Customer Feedback. I reported directly into executive.I managed the Customer Service Centre for Uniting Care Queensland, servicing the Blue Care brand. My team managed the central intake or admissions for the state of Queensland, across community and residential services including retirement living. By utilising my contact centre experience, I was able to turn the centre's performance around, to consistently exceed key performance indicators within a short time frame. As a member of the senior leadership team within Uniting Care and reporting to executive, I had key relationships with members of the executive and other senior leaders in the business.At Allianz Global Assistance my focus was on customer experience –NPS feedback, complaint and compliment analysis – to understand what our customers are telling us and present that data in a useful way to enable an optimal customer experience, and therefore enabling customer retention and growth. I have worked for many years across different industries, but always in the customer experience field. I have worked in large and small contact centres from frontline support, to management positions. I have used this experience to provide consultancy services to contact centres, predominately to government agencies. I have an analytic mind that enables me to review data and processes to identify risk areas, and opportunity to improve efficiency. I am a natural leader who has been given leadership opportunities throughout my career. I am comfortable working with people from all levels in an organisation from senior business leaders, internal and external to the business, to frontline staff.