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

• 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

• 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

• 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

• 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.

• 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

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

Education record