Andrew Jeffree Email & Phone Number

Melbourne, Victoria, Australia

Singapore

The loyalty ecosystem is disjointed, flooded with tech, requires complex integration and has been a disaster to navigate for customers. Memoria is on a mission to simplify loyalty and give businesses their time and money back to focus on the customer experience. Memoria’s new product MemoriaNow is delivering a completely digital onboarding experience for service providers/merchants, integrates with existing communication channels and delivers personalised value direct to the customer.

Singapore, Singapore

Singapore

ECS is an Amazon Connect service delivery partner, responsible for the largest implementation of Connect in Europe.We help companies improve customer experience and outcomes through Amazon Connect, a self-service, cloud-based contact center service.

Singapore

Singapore based director role responsible for ANZ’s Contact Center Channel in Asia and the Pacific. This covers 13 countries (15 Contact Centers) ~ 600 Staff. And covered all key engagement channels, Phone, Email, Fax, Social Media and Chat. Key Responsibilities include - Leading the regional contact centers, ensuring; a clear strategy, operating model, and execution that delivers a compelling customer service proposition.

Singapore

Singapore based middle management role responsible for the ongoing development and operational execution of payments and cash operations – service component. Responsibilities span over 11 countries and over 120 staff, managing Customer Service Centers, Client Onboarding (Fulfillment), and Static Data. Travel to all in-country teams regionally, work day to day in each country to support the growth of their respective business and create operational uniformity across Asia.

Singapore

Singapore based Regional Manager, responsible for the overall management of the client service function across Asia, including Call Centers and Client Enablement teams across 11 countries. Matrix reporting lines from each Service head and over 120 staff. Key responsibilities of this role include pragmatic standardisation of in-country practices to meet regional guidelines, staff development and performance management, development of an APEA year-on-year service strategy to enhance customer experience and prepare the teams for business growth, and be a key business stakeholder in project decision making and implementations.

Singapore, Hong Kong, Taiwan, And Indonesia

Early 2010, ANZ’s purchase of the RBS business forced an aggressive integration of 4 key countries (Hong Kong, Taiwan, Singapore and Indonesia). Asia Based SME Project role. Responsibilities include the development of our Customer Service Centers in each country, and the provision of customer service expertise to the overall communication strategy in migrating customers to the new ANZ banking platform. Creating a team that was a service differentiator for existing RBS customers and internal staff was a pivotal improvement to the way we would do business moving forward. With the provision of ground support for each country and the promotion of improved service standards of our business, we built confidence and won the overall trust of our customers to deal directly with one central team.

Melbourne Area, Australia

Managed a diverse Sales team of 80 staff. Product Sales included Financial Planning, House, Car and Life Insurance, Retail Personal Banking accounts, Online share trading, Branch/Specialist area referrals, and many more. Identified operational, technological, and personnel deficiencies across the team, and led a number of changes within the business, attesting to a team growth from 35 FTE to 80. Implemented an Integrated Sales management framework that demanded personal accountability from senior team leaders and their staff by ensuring that each staff’s appropriate performance targets were set and tracked with complete transparency. Consolidated redundant campaign offerings (non-revenue generating) to promote sales opportunities in these customer interactions by driving a more product diverse team, introduced fresh operating strategies that included call and campaign blending and ongoing staff training and development programs. Influenced Key Business Stakeholders to sign longer term contracts and build out a campaign pipeline spanning more than 1 year in advance removing the overall cost risks associated when customer leads reduce.

Melbourne, Australia

• Set up Transparent and Real time sales reporting.• Initiated a Dialer propensity model improving Contact Rates by over 100%.• Designed and introduced a sales forecast model for potential business partners.

Melbourne, Australia

• Set up Outbound Sales team, script development, staff training – Team of 15 FTE.• Communication of new marketing campaigns to over 500 Call Centre Staff.

Melbourne Area, Australia

• Won the Australian Call Centre Customer Service Award 2004.• Achieved top performing sales results 6 months continuously. • Designed and delivered a sales coaching program for the new Premium Banking team.