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Mariska Cargen

Mariska Cargen

Customer and Coaching Specialist

IAG

Sydney, Australia, au

I have 20 years experience across varied positions ranging from operations to operations support. Having worked my way up the ranks I believe in understanding each aspect of the organisation to be able to deliver on business needs. My strength lies in my ability to align my function with organisational objectives. 16 years o...

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IAG

Customer and Coaching Specialist

Responsible for the direction, support, development and enhancement of Coaching and Customer Service in the RBI Operations in order to improve outcomes for colleagues, customers and shareholders
• Analysis and reporting of insights from Customer Advocacy ratings to Senior Management
• Recommendations to management teams to improve customer service levels and advocacy ratings (Sydney and Melbourne)
• Engage, partner with and influence stakeholders in Sydney and Melbourne to implement recommendations to improve customer service levels and advocacy ratings
• Identify opportunities for improvement as well as focus areas for customer advocacy
• Facilitate and drive the alignment of local capability framework to that of wider organisation
• Assessment of capability levels (gap analysis)
• Development and facilitation of material to assist in the up-lift of capability levels
• Develop and conduct coach-the-coach activities to uplift management coaching skills
• Develop a coaching framework for management teams
• Manage and support the development of 3 direct reports