Justin Stephens Email & Phone Number

Korumburra South, Vic, Au

As Venue Operations Supervisor of Cultural Venues for Bass Coast, I lead operations, event delivery, and venue hire, ensuring exceptional experiences across diverse events and activities with customer focus, safety, fostering vibrant community engagement and dynamic programming.

Lilydale, Victoria, Australia

Spearheading the business and operational development of our cultural facilities, community halls, and civic centre. Enhancing the creative and cultural vibrancy of the Yarra Ranges by positioning these venues as key hubs for cultural, civic and community events.Actively contribute to cultural development through strategic program activation within Yarra Ranges' cultural facilities, halls, and venues.Implemented and managed customer and workflow systems, including venue management, ticketing, and point-of-sale systems, leading to a significant enhancement in the customer experience.Centralised and integrated various venues, community spaces, and customer service teams, ensuring the delivery of exceptional experiences to the community.Strategically utilised Yarra Ranges' existing and future facilities, employees, and external partners to generate public value by maximising social cultural returns.Successfully executed customer and workflow systems, including venue management, ticketing, and point-of-sale systems, further improving the customer experience.

Lilydale, Victoria, Australia

Responsible for delivering outstanding performing arts programming, festivals and community arts and cultural activities to the Yarra Ranges region and provide unique venues and opportunities that maximise community engagement.Led the Cultural Facilities team with an objective of providing high quality services across the municipality, focusing on developing people and leadership, a positive organisation culture and continuous improvement.

Lilydale, Victoria, Australia

Led a large event & venue services team to ensure a high standard of service delivery.Developed and implemented effective methods of communication at team level, including event management system.Monitored all cultural facilities bookings to ensure consistent practice and engagement, when necessary, providing expert advice and liaising with clients. Collaborated with the cultural facilities team to develop strategies to increase venue hire bookings and develop service delivery.

Developed service procedures, policies, and standards.Created objectives for call center's daily activities.Recruited, trained, coached, motivated, mentored, and developed Internal Sales Assistants while fostering an environment of encouragement and empowerment.Implemented day-to-day motivation initiatives.Conducted effective resource planning to maximise productivity of resources (people, technology, etc.)Collected and analysed call-center statistics (sales rates, costs, customer service metrics, marketing campaign results, etc.) and made improvement recommendations based on factual data.Hired, coached, and provided training to Internal Sales staff to maintain high customer service standards.

Planned, built, and managed a new contact centre whilst overseeing and organising sales inbound and outbound activities, exceeding revenue goals within first 2 months of operation.Reported to senior management on Sales Performance, Strategic Planning, and Profit & Loss, fostering a culture of high performance and continuous improvement that values learning and commitment to quality.Established staff performance and development goals, assigning accountabilities and objectives, prioritising tasks, and conducting regular appraisals, focusing on mentoring and developing staff using a supportive and collaborative approach.Successfully built a high-performing sales inbound and outbound contact centre team from the ground up, exceeding revenue goals within the first two months of operation.

Built a state-based contact centre outbound sales team from start up , overseeing HR, Recruitment, Learning & Development, Quality & Compliance, Facilities Management, and Sales Retention.Reported to the CEO and senior management on financial planning, budgeting, and compliance. Contributed to Open Career Pathways' strategic goals and objectives as well as managing sales & administration departments.Oversaw, directed, and organised the work of sales and operations teams. Promoted a culture of high performance and continuous improvement that values learning and commitment to quality.Established staff performance and development goals, assigning accountabilities and objectives, prioritising tasks, and conducting regular appraisals. Focused on mentoring and developing staff using a supportive and collaborative approach.

Established customer retention team, saving over $2.5 million in sales revenue monthly within 8 months, reduced multiple databases into a single source of truth, and led CRM implementation.Created critical operational departments, developed a recruitment centre adding 150 staff, growing to 450 total staff, and reengineered customer journey with a focus on satisfaction and engagement.Project managed expansion to a 750 seat facility, engaged with Business Continuity consultants to develop a plan ensuring no revenue loss, and delivered a productivity report recommending sales effectiveness improvements.Constructed a Leadership Training Program, identified emerging leaders, and introduced an Employee Engagement Program with regular staff events and a reward & recognition scheme.

Implemented a National Contact Centre servicing Key Account Customers, led a CRM system (Salesforce) implementation, and transformed customer experience through targeted programs.Coached a Sales Team to excel in new After-Market product offerings, created a Lead and Campaign tool for uplift in sales and customer service, and developed easily accessible sales guidelines for coaching.Participated in a project team for new telephony software installation, led a team to exceed company targets, developed growth-driven sales strategies, and conducted monthly performance reviews.Improved Customer to Contact efficiency through IVR structure changes, developed induction programs for Service Delivery Teams, and created Subject Matter Expert and Senior positions for ongoing training.Implemented Balanced Scorecards for career progression, introduced a Customer Panel committee for quality improvement across teams, and supported Consumer Contact centre in Salesforce adoption and KRM/SLA alignment.

Successfully led a trial project to outsource Jetstar Complaints team, resulting in the acquisition of Jetstar Reservation (English & Japanese) teams and employing over 50 staff at both on and offshore centres within Stellar.Boosted efficiency with KPI reporting for Telstra Business, driving improved team performance, and developed an incentive and reward program for Jetstar Customer Care, improving bottom line results by 50%.Collaborated with Telstra Business Team to develop contract Vision, Mission, & Goals Strategy, and increased company revenue while enhancing customer service by developing specialist roles within two teams.

Diploma Of Management

High School Diploma