Adrian Ham Email & Phone Number

New South Wales, Australia

Melbourne, Australia

Accountable for the management of the Customer Service & 24/7 Faults & Emergency Contact Centre’s, responsible for providing proactive communications and answering all customer enquiries in relation to AusNet Services, including outage management, New Connections, metering and general enquiries. Ensuring all customer contact adhere to the required quality.

Melbourne, Australia

Accountable for the management and strategic direction of the front facing and back office operational teams associated with servicing customers across AusNet Services’ Electricity and Gas distribution networks. Ensuring all services are meeting customer quality and performance standards whilst adhering to regulatory obligations. Responsibilities includes.

Perth, Australia

Manage the contract/s and relationship/s for contact centre, complaints, billing, payments, credit and collections customer services, ensuring quality customer interactions are maintained and customer service provision is accurate and timely.Manage Retail Services Team staff and functions.Manage performance and maintain Subject Matter Expertise for all.

Perth, Australia

Manage the contract and relationship for contact centre,billing and collections customer services, ensuring quality customer interactions are maintained and customer service provision is accurate and timely.

Perth, Australia

• Review processes and the implementation of process Improvements
• Promote a collaborative working relationship by facilitating regular service provider management meetings
• Manage the relationship and performance of the outsourced providers operations, for the contact centre, faults, billing and collections customer services.
• Provide a strong focus on performance, process improvements and system enhancements,
• Provide monthly management reports and analysis
• Developed operational reporting and analysis for both internal departments and stakeholders

Melbourne, Australia

• Manage a staff of 32 people
• Manage client relationship, key point of contact for escalated operational issues, promote a collaborative working relationship by facilitating regular client management meetings
• Responsible for the leadership & day to day management of the operational activities for a key client. Including the following functional areas – Customer Service Call Centre, Customer Faults 24x7 Call Centre, Billing.
• Regular resource planning undertaken, proactively seeking ways in reducing labour intensive tasks
• Achievement of all contractual service levels across all departments
• Provide daily, weekly & monthly management reports on the performance of all operational areas

Melbourne, Australia

• Manage a staff of 24 people
• Point of reference for all staff
• Workforce planning and preparation of staff rosters
• Staff recruitment & development
• Provide individual performance feedback through regular one on ones with all staff
• Provide career development, coaching & individual performance management support

Melbourne, Australia

• Call quality monitoring for all areas of the business
• Provide individual consultant feedback
• Complete weekly & monthly reports as required
• Developed & completed customer service quality training presentation
• Participated in the development of a 26 module full training programme for a key client
• Proactively participate in projects.

Melbourne, Australia

• Manage a staff of 4 people
• Point of reference for all staff
• Staff recruitment & development
• Provide individual performance feedback through regular one on ones with all staff
• Provide career development, coaching & individual performance management support
• Complete daily, weekly monthly internal & client reports as required

Melbourne, Australia

• Manage a staff of 30 people
• Manage stake holder relationships, key point of contact for escalated operational issues, promote a collaborative working relationship by facilitating regular stake holder meetings
• Manage the day to day activities of the customer complaints department
• Management & analysis of customer complaints
• Regular resource planning undertaken
• Achievement of all charter service levels across all functions

Melbourne, Australia

• Manage a staff of 15 people
• Point of reference for all staff
• Provide individual performance feedback through regular one on ones with all staff
• Provide career development, coaching & individual performance management support
• Complete daily, weekly monthly individual & team reports as required
• Manage the day to day activities of the team

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Creating A High Performance Team

Mentoring Skills

Contract Performance Management

Six Sigma Green Belt

Inbound Contact Centre Management