Wendy Huang

Call 0450 559 425hello@wendyhuang.com.au
Human Centered Design
Customer Surveys
Customer Experience
Call Centre Quality
Text Analytics
Customer Interviews
Team Management
Coaching and Development

discover. experiment. inspire.

I'm a customer experience professional with five years' experience in CX and call center management for both onshore and offshore operations. A multi-skilled and highly driven individual who is passionate in supporting organisations to deliver customer-centric products and service.

Customer Insights Lead

IAG Satellite

As customer insights lead for IAG Satellite brands, I am responsible for influencing decision making through the use of customer insights, research and CX principles; to drive the focus on building a customer centric organisation where customer is at the heart of everything we do and where our brands deliver world class customer experience.

  • Manage the IAG Satellite customer advocacy program end to end and coordinate with NPS and voice analytic vendors (Medallia)
  • Report on customer advocacy results, trends and insights to business stakeholders and identify key issues and opportunities
  • Support the development and implementation of key strategies to enhance customer advocacy results
  • Develop customer focused routines and rhythms to drive a customer centric culture within the business
  • Educate internal stakeholders on NPS, CX principles and customer insights
  • Support key projects and initiatives to ensure solutions meet customer needs
  • Support building the Human Centred Design capability within the business
  • Collaborate with other CX teams to source insights and share best practice

Sales and Service Team Leader

Wesfarmers Insurance

  • Lead a team of 15 consultants of an inbound environment that handles sales and customer service inquiries
  • Manage and coach consultants to achieve sales and customer experience targets (KPIs)
  • Develop routines to drive high engagement and productivity
  • Provide on-going support to offshore operation to ensure the campaign is highly engaged and working in alignment with onshore business objectives

Wesfarmers Insurance at CCI Call Centres, Durban South Africa

  • Facilitate on-boarding training and support new consultants transitioning from on- boarding to embedment period
  • Work with business partner to develop effective and adequate support routines
  • Provide regular update and feedback back to the business on offshore campaign performance

Sales & Service Consultant

  • Manage inbound calls from new and existing customers by providing exceptional customer service and sales skills
  • Up sell and cross sell insurance products by promoting the benefits to customers
  • Ensure all KPIs are continuously achieved