Dave Baggs Email & Phone Number

Gold Coast, Qld, Au

Gold Coast, Queensland, Australia

Sole-Trader production company offering digital videography, camerawork, editing and live gfx for broadcast. Sessional lecturing at the Diploma and Advanced Diploma level also available.

Brisbane, Queensland, Australia

A full-time contract role, as part of the leadership team. Managing the day to day operations of service officers, monitoring attendance, workload and performance to optimise customer outcomes. Responsibilities● Manage operations to improve the customer experience by monitoring and managing the streaming of customer traffic in real-time, developing strategies to balance customer demand and resources.● Monitor and report on the achievement of business outcomes, key performance… Show more A full-time contract role, as part of the leadership team. Managing the day to day operations of service officers, monitoring attendance, workload and performance to optimise customer outcomes. Responsibilities● Manage operations to improve the customer experience by monitoring and managing the streaming of customer traffic in real-time, developing strategies to balance customer demand and resources.● Monitor and report on the achievement of business outcomes, key performance indicators and quality assurance to assist management to support overall performance.● Utilising Genesys Solutions to manage Service Officer schedules and adherence.● Monitoring phone calls for quality control and providing feedback to increase Service Officer performance. Accomplishments● Undertook an APS 5 role as a direct entry Team Leader, having to quickly adapt to working within the Federal Government and learn new processes promptly.● Identified errors in performance data and helped coordinate correction to increase data accuracy. ● Completed a comprehensive course on the Australian Government regulations regarding Income Support and Aged Care Support payments.● Conducted performance management conversations ranging from attendance issues, operational compliance and learning and coaching sessions for 20 Service Officers. Show less

Melbourne, Australia

Captured, analysed and modelled product-specific data so that the company could make informed decisions.* Personally identified, initiated and completed vendor-record cleanup, saving company over $150,000pa in 2 weeks.* Provided dense-ranked cohort analysis, outlining customer buy-behavior and most frequent upsells. * Modelled price-correction action increasing revenue by over $750,000/pa

Member of a team dedicated to delivering support to customers escalated beyond the normal scope of customer care.

Melbourne

Leading and nurturing a team of six technical customer care consultants and supporting the wider customer care department.

Delivering great outcomes and building relationships with customers who resold our products to others.

Northern Territory, Australia

Northern Territory Australia