Andrew Michael Email & Phone Number

Melbourne, Australia

Customer Relationship and Management

Melbourne, Australia

Testel has been helping Australian businesses and organisations achieve their Occupational Health and Safety compliance by servicing their testing and tagging needs since 1995. As a leader in electrical & fire safety testing, Testel provides a number of services required for safety compliance in the work place including Test & Tag, emergency/exit light.

• Clear As Consulting was setup in response to calls from businesses looking to improve efficiency and employee satisfaction within their operations whilst improving their bottom line.Unlike management consulting, we.
• Conducted an operational review and successfully presented a Business Improvement… Show more Clear As Consulting was setup in response to calls from businesses looking to improve efficiency and employee satisfaction.
• Conducted an operational review and successfully presented a Business Improvement Strategy.
• Deployed new software & enhanced existing tools reducing handling times by an average of 18%.
• Refined a number of processes to eliminate re-work and double handling which freed up 1.5 FTE.This allowed our client to focus on their core business while we managed the operations and freed up the workforce to drive.

• Responsible for the operation and leadership of a number of campaigns at CallActive’s Australian operations. Unfortunately my time was cut short here as the company went into administration.
• Operational leadership and delivery to KPI for both a blended inbound/outbound centre, along with standalone inbound and outbound operations
• Operational leadership of full end-to-end outsourced solution for sales, data entry and an inbound/outbound customer relationship center
• Coached… Show more Responsible for the operation and leadership of a number of campaigns at CallActive’s Australian operations. Unfortunately my time was cut short here as the company went into administration.
• Coached and mentored direct reports to achieve business KPIs and SLAs in addition to managing up to 90 FTE indirectly
• Conduct analysis on operational performance delivery, trend analysis and determine process improvement plans Show less

Melbourne Area, Australia

• Responsible for the development and implementation of Contact Centre solutions and strategies across CallActive’s Australian and New Zealand operations.
• Successfully developed and executed all-encompassing processes for: solution design & proposal compilation through to on-boarding projects.
• Oversee the design and development of leading customer management solutions inclusive of technical, training, operational and commercial components.
• Modelling of efficient and effective… Show more Responsible for the development and implementation of Contact Centre solutions and strategies across CallActive’s Australian and New Zealand operations.
• Modelling of efficient and effective operational solutions.
• Responsible for the compilation and delivery of tender responses and proposals, as well as supporting associated site visits and presentations.

Melbourne, Australia

• Responsible for executing plans to achieve sales targets, whilst providing an enjoyable and energetic working environment.
• Managed tasks according to my daily and weekly plan.
• Provided leadership and coaching to consultants, contributing to team development and growth.
• Achieved high levels of motivation resulting in high performing teams.
• Supported the sales managers in their BAU activities.
• Developed and executed highly successful sales focus sessions.

Melbourne Area, Australia

• Delivered a new 2-tier stakeholder support area comprised of a technical expert group and first line support. I mentored and coached two Team Leaders along with a Services Review Coordinator for the newly created.
• Developed strategies to keep track of incidents for continuous improvement.
• Coached and developed new Team Leaders along with providing guidance on staff management.
• Fostered a culture keen to identify trends and feed concerns up.
• Defined reporting… Show more Delivered a new 2-tier stakeholder support area comprised of a technical expert group and first line support. I mentored and coached two Team Leaders along with a Services Review.
• Defined reporting suites to keep senior management across relevant information.

Melbourne Area, Australia

Manage the Level 3 team for escalated enquires and complex investigations whilst refining customer resolutions with the Operations Manager and external stakeholders. My role also includes reviewing and optimising current business process to increase efficiency and drive adherence to Service Level Agreements across some customer care channels including.

Melbourne CBD, Australia

• Inbound / Outbound Contact Center
• Lead and developed teams for both inbound and back office processing staff from the public transport industry.
• Consistently lead and mentored high performing teams.
• Developed staff in their desired career opportunities who successfully attained their desired role.
• Partook in Diploma of Management course through the Aegis RTO.Back Office Processing & Resolutions
• Successfully implemented new work-streams and KPI's to… Show more Inbound / Outbound Contact Center

Melbourne, Australia

• Lead and developed teams from the finance and insurance sector.
• Consistently lead and mentored high performing teams.
• Improved sales flow for increase in direct sales
• Increased SPC targets as a result of skill sharing and other sales training.