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 and performance targets set for the Centre whilst adhering to regulatory requirements.

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; new connections, solar grid connections, public street lighting, customer initiated projects, premise additions and alterations, customer contact centre, claims, complaints and communications

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 outsourced functions including Customer Call Centre including faults, Billing, Payments, Collections Processes and internal Retail Services Team functions including but not limited to Escalated and Ombudsman complaints, Renewable energy applications, High Wide Load Permit applications, Customer claims and Customer hardship.

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• Proactively participate in special projects within the business as required• Proactively participate in the budgeting and forecast process as required • Key point of contact for escalated operational issues in relation to service providers performance, • Key point of contact and subject matter expert for Customer Service Call Centre, Billing and Collection Processes• Implementation of new initiatives improving productivity & quality.

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, Metering & Payments• 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 • Developed operational reporting and analysis for both internal and client• Proactively participate in special projects within the business as required• Proactively participate in the budgeting and forecast process, managing costs against budget, providing monthly analysis and reporting on all cost variances and trends• Maximise staff utilisation, this has assisted with increased productivity and cost savings• Provide leadership & direction for all staff• Provide strategic direction to all teams with the implementation of new initiatives improving productivity & quality.

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• Complete daily, weekly monthly internal & client reports as required• Manage the day to day activities of the Customer Care & Customer Faults 24x7 Call Centre• Proactively participate in projects • Liaise with internal and relevant client departments & contacts as required, implemented a customer service improvement register & co-ordinated monthly meetings with internal & relevant client departments• Responsible for the achievement of all contact centre contracted service levels• Ensure the team provided superior customer service at all times• Management & analysis of customer complaints.

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• Manage the day to day activities of the Call Centre• Proactively participate in projects • Liaise with internal and relevant client departments & contacts as required, co-ordinated monthly meetings with internal & client • Responsible for the achievement of all contact centre contracted service levels• Ensure the team provided superior customer service at all times• Management & analysis of customer complaints.

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• Provide daily, weekly & monthly management reports on the performance of the department • Developed operational reporting and analysis for customer complaints and distribute to all relevant stack holders • Proactively participate in special projects within the business as required• Maximise staff utilisation• Provide leadership, coaching, development & direction for all staff • Provide strategic direction for the team with the implementation of new initiatives improving productivity & quality.

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• Proactively participate in projects • Responsible for the achievement of team KPI’s• Ensure the team provided superior customer service at all times

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