Bevan Toerien Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

At National Hearing Care my role as Senior Team Leader is to provide effective leadership and foster a positive workplace culture where staff feel engaged, empowered, supported, and encouraged to think and act creatively. Lead a team of 3 Jnr team leaders and call centre agents to generate new acquisition through cold calling clients throughout Australia and New Zealand advancing Australia’s largest hearing health provider.Manage outbound call centre operations, both AM 9am-1pm and PM 1pm-5pm shifts to achieve set KPI’s.Managing the development and implementation of projects as required.Drive operational performance, across 2 regions Australia and NZ manage team leaders and 60-70 Manage all resources and workforce through the scheduling and forecasting of resources to ensure the best utilisation of personnel, server/dialer operations including the management of DCRM/Microsoft Provide in-depth coaching plans to staff, through scripting, objection and call handling trainingUndertake probationary reviews on all centre staff & empower teams on vision & valuesManage and drive new acquisition through marketing campaigns in the call centrePrepare high level reporting on team & centre results and provide recommendationsManage contact centre strategy identifying trends both seasonal and historicalSupport CSM on dialer tactics to influence high contact/connects and opportunitiesPerformance managing staff where required in line with business objectivesManage DCRM functionality, application, usage, support and maintenanceInspire, lead and develop CRO’s to be the very best through in house initiativesPreparation & analysing statistical results & formulating corrective requirementsProviding recruitment recommendations based on annualized attrition Analyse information and develop remedial action plans to address possible gaps raised by regional offices Backfill and relieve contact centre manager as required

Melbourne, Australia

Team Leader At CPM my assignment was the Careers Australia campaign, the primary role was to be an ICT subject matter expert and offer potential students the VET FEE HELP online study courses.Coach and mentor team, strengthening, building and driving a consultative approach to find the need for further education. Ensure quality and compliant enrolment of students Mentor and guide new starters to achieve set KPI’sMotivate the team to achieve and exceed set KPI's and targetsProvide day to day supervision and leadership to Team Leaders ensuring team members have a positive and responsible attitude to their workConduct cyclic performance reviews, development planning, mentoring and coaching with individual team members to assist them in meeting the required knowledge and skills of their roleRefine script to assist in the customer experience and quality of leads Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified

Cape Town Area, South Africa

Daily monitoring and resource management of the team’s performance, against service levelsUtilisation of a Call Management and Service Centre System Timely investigation with the relevant Team Leader when issues arisePerforming effective delegation of tasks as requiredProvide day to day supervision and leadership to Team Leaders ensuring team members have a positive and responsible attitude to their workConduct cyclic performance reviews, development planning, mentoring and coaching with individual team members to assist them in meeting the required knowledge and skills of their roleRecruitment and disciplinary management Conduct regular team meetings, follow through on issues raised, provide an overall team performance report and company information to team members

Darwin, Australia

Providing project scope to complete a 2 year Refresh Project deploying 1200 units within a 6 week time frame End of 2 year Refresh Project ManagementManage Project scope, schedule, change variation, issues and risksProject scope & schedule developmentAlign project resources within the resource poolMaintain progress to planProject Monitoring and reporting and DocumentationManage Project resourcesProvide regular project updates to Primary StakeholdersManage project reporting Delivering IT projects within a structured project methodologySuccessful project delivery of multi projects across multiple regional platformHands on Operational and Co-ordination Management Managing project within a limited resource management environmentContinuous written and oral communication skillsFormalise customer requirements, identifying the required levels of documentation and producing complex project and technical outputsAbility to understand technical issues and prioritise the resources available to resolve as well as clearly articulate solutions to clients in a non-technical wayWork in a team environment to deliver on projectsUtilise Broad experience in the business sector to negotiate logistical requirements Managing operations to timeline requirementsProject scheduling and reportingMaintaining vendor and client relationships

Darwin, Australia

Apply continuous improvement in business processes Recruitment of new staff Backfill Service Level Managers Daily monitoring and resource management of the team’s performance against service levelsImplementing Ticket Management and Service Centre improvement strategies Performing effective delegation of tasks as requiredProvide day to day supervision and leadership to Team Leaders ensuring team members have a positive and responsible attitude to their workConduct cyclic performance reviews, development planning, mentoring and coaching with individual team members to assist them in meeting the required knowledge and skills of their rolePerform quarterly reviews ,Assist in recruitment process Conduct regular team meetings, follow through on issues raised, provide an overall team performance report and company information to team membersRegularly update staff of new policies, procedures and technologiesReadily document knowledge and experience of customers and customer sitesCustomer centric, prompt and effective action when dealing with client requests, questions and concernsProvide assistance and advice to other support groups and Management, plus build and maintain productive relationships with business partnersTimely and accurate documentation of work performed, to the standard required and using the systems,Processes and/or methods specified. This includes system documentation, ticket updates and time reportingIdentify inefficient process and procedures, propose and implement improvements, including creating/updating procedures and processesProduce management reports containing correct and relevant data on a regular and ad-hoc basisParticipate/Lead in Project activities, as required, proactively support and participate in service improvement initiatives and Support in improving budget achievements.

Cape Town Area, South Africa

Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems. When appropriate, determine appropriate group for escalation including TCP/IP Setup and device configurationsManage customer issues and requests by creating, tracking and documenting technical solutions.Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks.Build/deploy new workstations (desktop & laptop PC's).Install/upgrade hardware/software on Windows XP and Windows 7 workstations.Developing credibility with customers by providing timely/accurate support and maintaining positive relations through effective customer follow-up including 24/7 VIP on call Support.Roll out and plan national user upgrade from OS Windows XP to Windows 7.Report to management and meet strict deadlines. Roll out and plan national user upgrades.Report to management and meet strict deadlines.Spear head archiving and PST Importing to improve an efficient, secure mail archiving system.Importing and spearheading a national automated secure server storage archiving system embedded/scripted synchronization with Exchange 2010.Project planning regarding the relocation of entire company/ head office including server infrastructure moveAnalyse individual user requirements, user impact and requirements with regards to power, LAN, network infrastructure and network access availability.As move champion report, communicate, plan user decommission and commission of IT equipment.Working in a cooperate environment adhering to the strictest of deadlines and superior service methodologies+/- 3 years onsite support to Remgro Management Services, one of the most successful international Investment companies, direct support to the CEO and executives on a daily basisVIP support including the implementation, upgrading and maintenance of IT, network and security infrastructure at senior executive's residents

Cape Town Area, South Africa

Coordinate upgrade and refresh projects and report to management.Maintain SLA levels Maintain client relationships Assist in training new recruits on embedded systems, call logging procedures and maintain performance levels.Coordinate third Party installations.Develop and implement company policies to improve and promote a successful working environment.Support SDM in project implementations and monitor and report on projects.Billing and time capturing Developing credibility with customers by providing timely/accurate support and maintaining positive relations through effective customer follow-up. Support video conferencing endpoints for internal corporate users. Troubleshoot issues as 1st & 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues. Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff. Participate in IT Support queue which will result in assigning and prioritizing open issues.

Cape Town Area, South Africa

Troubleshoot issues as 1st & 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues. Troubleshoot and replacing of laptop and PC hardware such as CD-ROM, hard drive, floppy drive, motherboard, power supply, computer fan, NIC, monitors, LCD screens, and warranty repairs. Training room setup, hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support. Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff. Participate in IT Support queue which will result in assigning and prioritizing open issues. Log, prioritise, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems. When appropriate, determine appropriate group for escalation. TCP/IP Setup and device configurations Manage customer issues and requests by creating, tracking and documenting technical solutions. Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks. Build/deploy new workstations (desktop & laptop PC's). Install/upgrade hardware/software on Windows XP and Windows 7 workstations. Troubleshoot assigned tickets to determine if issue can be resolved or determine appropriate group for escalation. Developing credibility with customers by providing timely/accurate support and maintaining positive relations through effective customer follow-up. Support video conferencing endpoints for internal corporate users. Shift and/or off hours work as needed. 24/7 VIP on call Support. Travel domestically up to 10%.