Andrew Cass Email & Phone Number

Melbourne, Vic, Au

Reporting to General Manager Sales & Service, this role is responsible for managing the Australian Unity Health Service Contact Centre including all Service teams, Digital & Social, Provider Services, Complaints and Quality Assurance. This role is also accountably for Head Of deliverables across all contact centres including Sales and Retention Contact Centre.Key Achievements:• Deliver and exceed on all KPIs and service level• Lead and delivered a contact centre wide transformation project improving the experience for our customers and people, workflow optimisation including benefit realisation of $400k p.a.• Reduce contact centre attrition rate from over 70% to 20%• Reductions of abandonment rates to less than 4% and increase of service levels• Increased people eNPS score to the highest score on record for the centre• Maintain high customer satisfaction scores even during our busiest time of the year• Reduction in operational costs to deliver a budget saving year on year• Featuring in Jackie Schemell book ‘Creating A Customer Service Mindset’ on linking our customer experiencing strategy to our people

Reporting to the General Manager Sales & Marketing, this role was responsible for developing, and delivering high performing contact centres across all channels including Service, Sales, Retention, Concierge, Provider Services, Digital, Quality Assurance, Complaints and Customer Experience.Leading a team of Contact Centre Managers and around 140 FTE, this role was not only to deliver on SLA in all areas including service, sales and retention targets, but was also to reset the strategic direction of the frontline to increase customer experience, people experience, drive efficiencies, and budget deliverable of around $15 million.Key Achievements:• Developed and deliver a new contact centre strategy including new ways of working• Introduced Australian Unity first leadership 360 feedback development program across the contact centre for all leaders• Developed a 12 month leadership program designed for contact centre leaders• Reduced staff attrition from 70% plus to below 30%• Increase people engagement score from a negative towards a positive result

Reporting to the Head of Contact Centres, this role was responsible for leading, delivering and developing a high performing voice and digital Service Contact Centre for Australian Unity Health including 80 FTE and 6 leaders.Key Achievements:• Lead an underperforming contact centre not achieving SLA to a high performing centre able achieve SLAs, improved member experience, and increased people engagement• Introduced Australian Unity first Employee Net Promoter Score eNPS survey for contact centres which enable more frequent insights to our people engagement and what they were saying and how this aligned to our voice of the customer. This program and eNPS is now being introduced across the company in 2018• Increase people engagement results through eNPS and delivering on key themes to improve culture, workplace, and job satisfaction• Readers Digest 2016 Silver Award for Service

Reporting to the Head of Contact Centres, this role was responsible for leading, delivering and developing a high performing Sales and Retention Contact Centre for Australian Unity Health.In addition, I was also trained as an Innovation Champion to drive an innovation mission within the Healthcare division.Key Achievements:• Lead a centre of 30-40 FTE & 3 Team Leaders• Lead the sales contact centre team to achieve the record for the most sales• Increased sales conversion rate to above 50% monthly• Increased retention save rate to above 40% monthly• Delivered contact centre sales targets monthly including stretch sales targets• Increased from 9th Top 10 Sales Contact Centres in 2015 to top 3 in the Top 10 Sales Contact Centres 2016 independently reviewed by Grist Consulting• Exceeded in individual KPIs and contact centre KPIs • Delivered an innovation solution within two dental clinics to improve experience, brand, and value proposition of Australian Unity Dental Clinics• Implemented Australian Unity first outbound dialling platform which delivering both a ROI and efficiency benefits

Melbourne Area, Australia

Reporting to the General Manager Healthcare Operations, this role was responsible for building and delivering Resource Management/ Workforce Planning services to multiple contact centres.As the Resource Manager I built a Resource Management team who can deliver at a high level, all facets of Resource Management/ Workforce Planning services to including telephony to multiple contact centres with Australian Unity and under different operating brands. Key Achievements:• Built a high performing, highly regarded Resource Management team from a greenfield which offer services to multiple contact centres and business units• Strategically aligned the Resource Management team to the long term strategies of multiple contact centres, divisions, and business units• Key stakeholder and SME in Australian Unity’s Contact Centre Technology RFP and implementation of this technology across all contact centres• Demonstrated uplift in employee engagement across all contact centres in relation to workforce management services via an internal customer satisfaction survey• Delivered CAPEX savings within first six months of around $250k• Delivered recommendations to reduce and save OPEX across multiple contact centres • Exceed in all KPIs year on year individually, and as a team

Melbourne Area, Australia

This role was created on my return to Australia which was to enable the use of my knowledge and skills to further develop Operational Departments within CGU. Working within the National Business Services Department, this role was responsible for Project Managing the introduction of a Work Management System to capture operational data for strategic management purposes.In addition this role was also responsible for identification and delivering of operational efficiencies, within those departments which were aligned to our strategies, including the strategies of the contact centre to deliver on our customer value proposition.Key Achievements:• Delivered a Work Management System with a return on investment and benefits realisation for the business• Introduced and delivered the customer value proposition to operational departments• Developed operational department reporting to enable the delivery of reports with meaningful data for management decisions

London, United Kingdom

This was a newly created role as part of the Memberships Departments transformation project. This role and areas both supported the Memberships Deparments operations including that of the contact centre to ensure the delivery of member services with high member satisfaction.One of my greatest achievements in this role was the introduction of the Memberships Deparments first ever Staff Engagement Survey which is still in place today. This has also help them achieve their Customer Service Excellence Accreditation in 2012.Key Responsibilities:• Lead and mange four departments including sales and operations departments • Management of three Team Managers and around 25 to 30 FTE• Delivery of new SLAs & KPIs for all departments in line with the business strategy• Pro-actively identify areas of improvement and to project manage end to end delivery of improvements using a Prince2 methodology• Re-engineer all operational process’s to deliver best practice solutions in order to drive efficiency and member satisfaction• Vendor Management• Cost Centre Management and Budget Planning around £800k

Melbourne Area, Australia

Operational Management of a Credit Management and a Travel Underwriting Contact Centre Departments.Key Responsibilities:• Lead and manager CGU Insurance Account Services Department and Travel Underwriting Contact Centre• Cost Centre Management, Budget Planning >$3 million• Lead and motivate Team Managers including around 45+ FTE• Build and deliver staff engagement initiatives across the department• Process and continuous improvement re-engineering• Improve cost efficiencies whilst increasing the level of customer service• Credit Management Incident Control• Developed and introduced new business measures including KPIs and SLAs for both departments

Melbourne Area, Australia

Key Responsibilities:• Lead and manage two contact centres, CGU Insurance Credit Union Contact Centre and CGU Insurance Broker (Aon and Marsh Insurance) Contact Centre• Lead Team Managers and up to around 50 to 60 FTE• Build a highly engaged employee culture across both contact centres• Cost Centre Management, Budget Planning >$5 million• Deliver a client services model within two contact centres that supports our business partner value proposition & our customer value proposition• Analyse customer feedback to deliver enhance customer experience and improve customer satisfaction• Lead, develop, coach Team Managers and staff • Coordinate Customer Satisfaction feedback surveys and analyse results, ensuring tailored solutions delivered to the contact centre• Workforce planning and optimisation for both contact centres• Develop and maintain effective relationships with our business partner management group, so as to better understand their values, needs and strategies, and deliver a service offering tailored to the needs of their clients

Melbourne Area, Australia

Key Responsibilities:• Manage, lead and motivate inbound sales and service teams as well as a separate sales outbound team• Accountable for up to 25 inbound and outbound direct reports • Responsible for managing the sales and service of ING Insurance, Australian Unity General Insurance, Coles Myer Insurance, plus many more Business Partners• Problem solving and project management work to improve processes, procedures and policies within the team and contact centre wide such as; Sales Training, Sales Campaigns, Reward and Recognition• Identify staffing skill gaps and implement training to maintain high sales volumes and level of customer service• Managing staff issues in relation to absenteeism, attendance and breaches of policies

Certificate Iv, Business Management

Bachelor, Business

Establish Client Relationships And Analyse Needs

Part of Certificate III in Financial Services

Develop, Present And Negotiate Client Solutions

Part of Certificate III in Financial Services

Certificate Iv, Workplace Training And Assesment

Advanced Excel

Agile Product Owner