Brandon O'Malley Email & Phone Number

Melbourne, Australia

South Melbourne

• Designing agent, supervisor and administrator training for implementation of a large Interactive Intelligence telephony renewal project company wide• Working with different department stakeholders to ensure that training was relevant to their staff• Creating generic phone and system training to teach general familiarity• Creating team/department specific additional training to incorporate the telephony technology with specific departmental processes• Building and developing strong communication and relationships with key stakeholders• Working with Business Analysts to incorporate design and implementation into training• Developing change management processes to assist staff with transitioning to the new software and phone hardware• Developing an in-depth understanding of the new software in order to deal with “outside the box” questions• Creating Go Live guides for each department’s staff to ensure they were prepared for day one of their implementation• Creating FAQ guides for questions that arose during training• Maintaining online training documentation to ensure it was kept up to date• Managing positive and negative feedback• Support for all departmental staff for the first few days of their implementation

• As part of a consultative process, design and implement inbound, outbound and blended contact centre solutions to suit the business requirements of a wide range of clients• Training client staff (agents, supervisors and administrators) to use Premier Contact Point (hosted contact centre) and Aspect Unified IP software• Onsite support for Premier Contact Point implementation• Review and analyse performance of inbound, outbound and blended operations and provide reports and recommendations to clients• Regular client liaison to improve support processes• Building and developing strong communication and relationships with key stakeholders and Premier business partners• Provide ongoing in-depth consultancy to inbound, outbound and blended contact centre clients to improve all aspects of performance, in technical, procedural and cultural areas• Developing business continuity and disaster recovery strategies with clients• Providing second tier help desk support• Monitoring and updating training and support documentation• Managed design and implementation of software improvements with developers• Managing positive and negative feedback and developing client responses and root cause analysis documentation• Regular demonstrations of Premier Contact Point software to potential clients

Nature of work• Recruitment of staff to create and grow Melbourne Contact Centre team• Training staff in Subaru products and software, telephone customer service and call centre fundamentals• Rostering• Implementation of key performance indicators• Coaching, monitoring and mentoring staff to achieve and exceed KPIs, using remote monitoring, side-by-side coaching and monthly performance and goal setting meetings• Building and developing strong communication and relationships with key stakeholders• Develop and implement monthly Incentive plan for staff based around strong quality processes• Developing staff career succession paths by delegating some of my responsibilities to develop their skills• Managing positive and negative feedback and developing customer responses• Developing processes to improve Mystery Shop and Net Promoter Score (NPS) resultsAchievements• Successfully built and grew Melbourne Contact Centre • Implemented individual and team key performance indicators and monthly Incentive plan• Developed strong relationship and communication between Contact Centre and stakeholders such as the Melbourne Service Managers • Melbourne Contact Centre recognised in latest monthly newsletter by Service Managers and Dealer Principal• Mystery Shop and NPS results improved consistently month on monthEnjoyable Aspects• Fantastic company that cared about employees• Challenging role having not worked in automotive industry previously

Had three Team Leader roles within Service Stream:Vodafone Retail Services (VRS)• Coaching and mentoring staff to achieve quality, average handling time and compliance KPIs• Using Vodafone credit checking process as well as knowledge to determine if customers credit criteria was acceptable• Handling escalations from customers and Vodafone dealers. This could be extremely sensitive due to dealing with credit issues• Daily reporting to management of Grade of Service and AHTDo Not Call Register• Seconded for two months with 7 other team leaders to manage a team of 100 staff• Dealing with telemarketers, advising how they can access the Register to ‘wash’ their lists, dealing with technical issues• Motivating staff with fun activities during low call volume periods• Managing large reduction in team size due to lower than expected call volumes• Training staff in administration work – lots of letter opening, data entry, the online Complaints Management System• Working with the Australian Communications and Media Authority developing written responses to client enquiries and complaints• Creating mail merges for thousands of letters posted weeklyOptus Outbound Sales• Recruited at a time when team had undergone some major changes. Restructured team to ensure that stability maintained. Introduced Call Centre Guidelines and KPIs• Managing a team of Telesales staff for Optus• Coaching, mentoring and motivating staff to achieve KPIs and campaign targets• Reporting to Client and management• Rostering staff to achieve best performance• Recruitment, liaising with employment agencies• Dealing with customer complaints and escalations• Planning and implementing reward and recognition programs• Trainer for Telesales team, training all new recruits in Optus sales processes, products and services• Change management, originally the company was originally Pracom Ltd. which was bought by Service Stream

Nature of work• Production of monthly reports for Senior Leadership team and TelstraClear board• Mapped the Book-to-Bill process using the Enterprise Process Model• Produced and published Reporting Definitions Document (breakdown of every report) for inclusion in reporting improvement process• Trained in Six Sigma Process Improvement methodology to Green Belt level• Customer Operations Prime for Project VECCI, a data warehouse project. This involved gathering data from the various business units in Customer Operations to determine their requirements from the data warehouse and working closely with Bearing Point (formerly KPMG Consulting) consultants to implement the project• Ran Reporting and Measures Process Improvement project for the TelstraClear Contact Centre. Issues with the Reporting and Measures process had been identified; therefore this project was set up to map and improve the process. This process improvement was implemented using Six Sigma methodology• TelstraClear was the joining of two companies, TelstraSaturn and Clear Communications, which meant that there were a number of processes which needed to be mapped and improved. My Excel expertise was often called upon by various areas of the business to provide analysis and reporting functionality for various projects, and I became a member of many project teamsAchievements• Successfully completed Six Sigma Yellow Belt and Green Belt modules• Successful implementation of Project VECCI• 30% improvement in productivity for the Reporting and Measures process, and outcome of improvement to the process utilising Six Sigma methodologyEnjoyable Aspects• Dynamic environment• Constant Challenges• Great team

Nature of work • Managing team, providing support, mentoring and motivation to achieve and exceed Key Performance Indicators. • Ensuring achievement of Service Levels for large Internet Service Provider • Reporting to both managers and client • Troubleshooting Network Issues and escalating to Technical Support • Handling customer escalations• Developing relationships with client Achievements • Top Team Leader for 1999/2000 • Top Team for February 1999 • Direct Facilitator involvement in the implementation of ISO 9002 for TeleTech Enjoyable Aspects • Dynamic environment • Constant challenges • Huge opportunities for growth and development • Helping staff to achieve personal and professional goals • Feedback and support from management

2 Years Towards Ba, English Literature (British And Commonwealth)

Education record