Anthony Yates Email & Phone Number

Manage and provide leadership to the Compliance and Disputes teams. Managing both operations & sales disputes escalated internally and via the TIO / other external bodies. To focus on win-win commercial settlements that enable customer retention. This role also has a responsibility for ongoing process improvement while identifying and implementing business efficiencies.

2IC to the Customer Operations Manager tasked with the ongoing running of the 80 seat Customer Service Contact Centre. Supporting all of Commanders customer base and product ranges (mobile, data, hardware & network). Assist all Customer Service Team Leaders on the continued development and satisfaction of staff creating an employer of choice environment. Managed the Customer Operations Disputes team & Enterprise Customer Support team.

This role entailed working on a production and distribution project for the Corel software range. Working with the senior Business Implementation Manager my primary tasks were to establish an operating contact centre for inbound sales and support. This involved creating a knowledge base and training material for the contact centre staff, creating a website to host this information, testing the order entry system, uploading the pricing / product content and applying the “statement of work” in which we planned the integration.

Working within the National Australian Bank, Aristocrat and Colonial across multiple sites I provided 2/3rd level on site support. This role demanded strong relationship building with a focus on quality service.Tasks included, OS installation & support of WIN98-NT4-WIN2000, Novell Netware support, Cabling networks, switches and routers. Desktop support, trouble shooting network connectivity, Active Directory administration.