Andrea Ritchie Email & Phone Number

Queensland, Australia

New South Wales, Australia

Australia

As Executive Manager, Customer Experience I am responsible for the management of customer experience business unit which includes, leading, coaching, and driving a committed team consisting of 4 direct reports and 40 indirect reports. Managing the delivery of strategic plan and service delivery priorities and delivering a customer service hub that provides first line resolution to customers in relation to housing and homelessness, maintenance issues, rent account issues and complaints and enquiries.My skills include • Inspirational leadership that drives organisational values, vision, and service delivery plan through various complex teams.• Leadership, coaching and development; ability to support, empower and drive employee performance and behaviour.• High degree of financial and budget management and reporting.• Commitment to customer service excellence, innovation, and continuous improvement.• A strong focus on systems to improve efficiency and effectiveness.• A solid understanding of legislation, policy, best practice, and programs.• Self-awareness, emotional intelligence, and a driving passion for delivering the most efficient and effective customer experience to those often facing challenging and complex personal issues.I have successfully achieved: • Set up and establishment of a customer service centre responsible for managing all front-line customer enquiries end to end • Improving customer experience and satisfaction • Design and implementation of Customer Experience Strategy with clear objectives and KPI’s to measures success and efficiency gains • Ensured State Government Contract compliance by ensuring effective program delivery within budget and operations KPI’s• Maximised income for the organization through reduction of customer debt by 1.2% (during period of growth) • Achieved strategic priorities and operational KPI’s • Stepped into role of acting CEO.

Responsible for leading seamless transfer of over 2200 properties and 4500 customers from State Government to Hume Community Housing. This was the largest stock transfer in Australia and meant significant growth for our organisation as we doubled in size which required the recruitment of 50 new employees, and establishment of 2 new offices in a region where we were not known, and I had to market our brand and build key stakeholder relations. • Successfully secured growth of Hume through seamless transition of stock transfer which resulted in doubling size of organization and within budget.• Established two offices and recruited over 50 staff across all service areas ensuring an integrated organization and robust induction program as part of my change management approach and leadership skills.• Contractual obligations delivered on time.• My leadership style and ability to project manage allowed the organization to receive prestigious award recognition: Australasian HR 2020 Winner of Change Management Award & Power Housing 2019 Highly Commended Team Award

Responsible for directing performance management improvements across the business, ensuring continuous improvement in service delivery. A core element of my role was to ensure effective and efficient service delivery and value for money. Demonstrating specialist Housing and Property knowledge and experience to ensure adherence to organisations strategy, service delivery priorities, policy and practice, risk strategy. Promoting a culture, which sought to deliver high quality, customer focused services by continually reviewing and improving services in collaboration with teams across the organisation, developing and supporting new initiatives in housing management embedding change management and communication strategies, and demonstrating leadership style that was inclusive.• Implemented new real time reporting dashboards Improvement of core services in collaboration with teams across the organization which reduced debt level and vacant loss by over 50% • Developed and implemented new initiatives in cores services • Improved team culture

Sydney, Australia

Renfrewshire