Blair Singleton Email and Phone Number

Currently responsible for the management of the Xplor, QikKids, Discover and DebitSuccess contact centre teams. Leading a team of five people leaders, indirectly managing 55 reports, I'm responsible for the end-to-end management of the Customer Support function within Xplor Education.

- Managed performance and trend data for the Spirits & Premix drinks categories within the Dan Murphy’s and BWS business.- Conducted trend, brand and article level performance analysis through heavy usage of SQL, Quantium and Microsoft Excel to visualize data and help direct the strategic direction of the category. - Project managed and delivered quarterly reviews related to the category and informed Category Managers on store, state and national level performance which impacted… Show more - Managed performance and trend data for the Spirits & Premix drinks categories within the Dan Murphy’s and BWS business.- Conducted trend, brand and article level performance analysis through heavy usage of SQL, Quantium and Microsoft Excel to visualize data and help direct the strategic direction of the category. - Project managed and delivered quarterly reviews related to the category and informed Category Managers on store, state and national level performance which impacted the renewal or deletion of hundreds of lines. Show less

- Managed twelve call agents who conducted all of the onshore phone work for the ANZ region; the sole purpose of the team was to be a point of contact for escalated concerns from all business users, including driver, delivery and restaurant partners. - Hired and recruited for the team, creating and implementing all onboarding/training processes.- Managed call campaign workflows, customer engagement strategies and agent resources, intake process, stakeholder engagement, cost and… Show more - Managed twelve call agents who conducted all of the onshore phone work for the ANZ region; the sole purpose of the team was to be a point of contact for escalated concerns from all business users, including driver, delivery and restaurant partners. - Hired and recruited for the team, creating and implementing all onboarding/training processes.- Managed call campaign workflows, customer engagement strategies and agent resources, intake process, stakeholder engagement, cost and performance reporting.- Managed the entirety of the analytical reporting for the in-person customer support line of business with heavy usage of Structured Query Language (SQL) and Excel/Google Sheets to create and maintain business critical dashboards and reporting infrastructures.Key Achievements:- Travelled to Manila to hand pick, train, develop and launch Uber's first driver partner loyalty program from the support side. This included developing a loyalty customer service approach, training up to 80 agents at a time, handpicking and building performance management frameworks within a week. The loyalty CSAT (customer satisfaction score) was 18% higher than normal tier support for 6 months post my engagement.- Interim supervisor for the entire Brisbane site, while managing my own team of phone agents, for six months - all of the above responsibilities but across an additional 40 in-person support agents. Show less

In this role I was responsible for the oversight and performance of one of two Center of Excellence sites.This consisted of ensuring high agent performance by creating tools, bespoke processes and compliance measures. A secondary key aspect of this role was analysing trends in support inflows to generate customer centric insights for the wider business. As an analyst my role included but was not limited to: - Weekly Performance tracking, coaching, and providing of… Show more In this role I was responsible for the oversight and performance of one of two Center of Excellence sites.This consisted of ensuring high agent performance by creating tools, bespoke processes and compliance measures. A secondary key aspect of this role was analysing trends in support inflows to generate customer centric insights for the wider business. As an analyst my role included but was not limited to: - Weekly Performance tracking, coaching, and providing of regular feedback to agents- Weekly KPIs / Metrics report to high-level stakeholders and subordinates- Creating support inflow heat-maps to coordinate staffing and workforce management strategies across both the Sydney and Manila site - Daily quality management and oversight on ANZ's most sensitive and challenging problems- Simultaneously managing and leading multiple cross-functional projects across multiple lines of business ------------------------As part of this role I was fortunate enough to be seconded to a BPO partner based in Manila, focusing on implementing quality assurance processes, rigid escalation frameworks and preparing the site for a move to 24/7 operations.Post secondment, I have continued to operate in the phone support space, focusing on modality optimisation, user segmentations, customer journey mapping, and policy decision making. Show less

Provided white-glove support for critical incidents across the ANZ region. The teams function is to resolve the most challenging and sensitive issues that arise through day-to-day operations. To do this effectively required a high level of communication with stakeholders in order to mitigate risk to the business.In addition, the role required a data driven approach to problems in order to streamline support procedures and iterate on processes that aimed to reduce the prevalence of… Show more Provided white-glove support for critical incidents across the ANZ region. The teams function is to resolve the most challenging and sensitive issues that arise through day-to-day operations. To do this effectively required a high level of communication with stakeholders in order to mitigate risk to the business.In addition, the role required a data driven approach to problems in order to streamline support procedures and iterate on processes that aimed to reduce the prevalence of critical incidents. Show less

Conducted phone interviews with different cohorts of the Australian and New Zealand public to provide companies with greater insight into public opinion of their brand.