Customer Relationship and Management

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 testing and replacement, power outlet testing and faulty item repair. Our testing services are available in every state, servicing metropolitan,… Show more 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 testing and replacement, power outlet testing and faulty item repair. Our testing services are available in every state, servicing metropolitan, country and remote sites.Testel Melbourne is a franchise of Testel owned and operated by ABU Safety Pty Ltd. Show less

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 don't just share a strategy and leave, we stay to ensure your operations are delivering the desired results.One major success was for a client in the finance industry:• 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 within their operations whilst improving their bottom line.Unlike management consulting, we don't just share a strategy and leave, we stay to ensure your operations are delivering the desired results.One major success was for a client in the finance industry:• 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 more revenue. Show less

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.• 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 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

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.• 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 operational solutions.• Responsible for the compilation and delivery of tender responses and proposals, as well as supporting associated site visits and presentations.• Managing the on-boarding of successful proposals and bids, including scoping of client and internal stakeholder requirements to align objectives and expectations, as well as transition requirements where applicable.• Track and measure new campaign success against agreed key success measures.• Negotiate and execute commercial agreements associated with new and amended services to clients. Show less

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.

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 service desk.• 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 Coordinator for the newly created service desk.• 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 suites to keep senior management across relevant information.• Effectively communicated priorities and objectives to ensure adherence to the company’s goals.• Presented operational forecasts and met cost savings targets. Show less

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; phone, internet, mail and forms whether that be handled by internal or external suppliers.

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• 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 accurately track productivity, this gave better visibility on workload to the team leader which in turn allowed them to take necessary actions to maintain and improve productivity. • A new system was required to track the KPI's and I took this opportunity to include better analysis of the workload to our stakeholders, who in turn found this information valuable for their marketing/education campaigns.• The new work-streams allowed for a quicker response time to stakeholder initiated ad-hoc projects or issues that arose in our domain.Further development• Completed in-house training to effectively cost and price new business via the RFT/RFP process. Show less

• 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.