Benjamin Freeman Email & Phone Number

With over 11 years at Qantas and previous experience in contact centre operations, my more recent journey from Senior Operations Lead to Senior Manager Compliance, Performance and Quality has honed my expertise in business process operations, contact centre management and customer service operations holistically across a very complex business portfolio. At the heart of my mission is a commitment to contact centre engagement, performance and quality, ensuring that our loyalty member servicing and operations not only meet but exceed industry standards. In the fast-paced aviation sector, I pride myself on fostering a culture that values a customer focus, agent engagement, meticulous compliance and innovative call center development, aligning with Qantas' vision for exceptional customer experiences. Our team's efforts contribute to sustaining the high-flying reputation of our company, and I thrive on the challenges that come with elevating service quality in every customer interaction. We believe that the empowerment, development and most importantly the engagement of our agents as frontline service experts is a critical part of keeping our customers at the heart of everything we do.