Brent Sheriff Email & Phone Number

Brisbane, Queensland, Australia

Newstead, Queensland, Australia

Leading a team to deliver strong customer outcomes by building a highly capable workforce through:- targeted performance reporting and analytics for front line customer delivery in the field and contact centres- customer data and analytics to resolve bottlenecks and identify key business opportunities- workforce planning management and long term resource forecasts- deep commercial intelligence balancing critical customer needs with budgetary constraints, keeping costs low and the community safe- engagement of workgroups across subsidiaries to collaborate and innovate, delivering on long term strategy

Newstead, Queensland, Australia

Transforming organisational culture with customer at our core through:- customer insights used to drive business improvement and innovation- customer and industry research for tried and tested concepts suitable for this business- being a conduit across divisions and departments to create strong engagement in resolving business challenges, growing the customer experience- facilitation of employee development workshops, building a strong and capable workforce- facilitation of free thinking spaces without limitations, designed to problem solve and implement resolutions

Newstead, Qld 4006

Primary responsibilities include managing the workforce planning and optimisation function for Connected Customer Services within Energex; a centre which combines the traditional contact centre with back office administration functions into a blended operations centre to provide customers with the greatest outcome. Responsible for the development and reporting of annual budgets; corporate performance reporting; regulatory reporting; change management; strong leadership to drive strategic direction through business planning across the Connected Customer Services Group.Success & Achievements- Winner 2016 National Auscontact Innovation Award - Connected Customer Services Transformation- Response to November 2014 Hail Storm; March 2017 Tropical Cyclone Debbie Event- Cross-skilling of workforce for best customer outcomes- Implementation of Preference based rostering to enable staff to work their choice of hours

Newstead, Qld 4006

Responsible for managing the operations of frontline teams delivering the contact centre function, uniquely blended with administrative functions that produce strong customer outcomes and achieve Australian Energy Market obligations.Leads a strong and successful customer culture to create a centre that is innovative and continuing to be agile in a rapidly changing energy industry.Success & Achievements- Completion of Certificate IV in Leadership & Management

Brisbane, Australia

Leading Workforce Optimisation functions for the award winning Queensland State Government Integrated Contact Centre – Smart Service Queensland. The Resource Planning Manager of Contact Centre Support includes Workforce Planning, Reporting and Quality & Customer Experience teams.The role is responsible for the seamless 24/7 operations of the contact centre across multiple locations through optimal workforce planning and resource management; corporate business performance reporting for all centres, teams and individuals; and the strong quality program to ensure high standards are delivered for customers and the departments Smart Service QLD represents.Initiation of continuous improvement activities; business planning; technology and infrastructure projects and improvements; and effective disaster response to large scale events including SES and disaster recovery.Success & Achievements- Completion of Call Design WFM 123 Fundamentals in Workforce Management- Introduction of an SES Smart Phone Application for customers to integrate to Contact Centre systems- Implementation of an Award Winning Quality Strategy

Brisbane, Australia

Responsible for the project management and integration of new services into the Integrated Contact Centre; delivering strong outcomes for customers and departments throughout the Queensland Government. Working closely with key stakeholders throughout the business to ensure smooth transition and delivery of expected outcomes. Other activities included service reviews; service improvements; regular stakeholder meetings and negotiations, centre wide change management and communication.Management of frontline operations across multiple locations; leading high performing teams and delivering on customer outcomes. A strong focus on frontline staff and leader development including coaching; succession planning; projects and business improvements.Success & Achievements- Various acting opportunities in both Integrations and Operation Manager functions- Achievement of KPI's including Grade of Service; Occupancy; abandonment and quality targets

Brisbane, Australia

Leader of the Workforce Planning and Performance team - consisting of 6 workforce planner and 3 reporting analysts.I commenced my career in Workforce Planning while in this role. I developed my workforce planning skills and understanding of reporting within a contact centre, while explanding my knowledge around telephony and routing strategies. During this time, Ex-Tropical Cyclone Oswald devastated the eastern QLD coastline; I was responsible for co-ordinating my team to respond to this, providing reporting and data to the Director and General Manager that fed directly to the Director General and Minister of the department. I liaised with multiple agencies to drastically boost our staffing levels and deliver adequate service to the people of Queensland. I also performed a post review of the performance of the team and delivered recommendations for improvements where have since been adopted.I introduced a number of efficiencies and innovations into this team that resulted in leading one of the most loved and respected teams in my organisation.KPI's included:- Grade of Service (80/20)- Abandonment target (<4%)- Forecasting accuracy (<5%)- Team SLA's met (>95%)- Team achieving all their KPI's

Brisbane, Australia

Manage a team of Customer Service Advisors to meet and maintain their KPI's, their future development and support them in their role while also supporting the wider Smart Service QLD business and the whole of the Queensland State Government.Perform rotational on-call duties to manage the operations of the Contact Centre both remotely and on site when requiredLead and work on nominated projects, currently including reviewing our ESS and Timesheets, QA Review and After Hours TL & CSA ManualsAssist in the recruitment of 25 new CSA's including participation on the panel interviewsEffectively manage attendance, payroll and other admin tasks for the members of my direct team and also assisting peers in the same areasMotivating and supporting everyone in my team - all CSA's, all Team Leaders, all Operation Managers and beyond.Leading by example and displaying my passion for customer service, customer focus and complete success in all areas.I continue to own a team leader role substantively however I have been acting in other roles since August 2012.

Brisbane, Australia

Managed a team of new staff for their 6 month probation period to meet all Brisbane City Council Contact Centre KPI'sManaged a team of phone consultants who took Queensland Urban Utilities calls exclusively, working closely with both the team and the client, QUU, to meet all required outcomes and KPI's as part of the Transitional Service Agreement between BCC and QUU in a high pressure environmentReporting with the client on a daily basis to communicate performance results, data analysis and trendsWorking closely with the client to establish a strong, productive relationship - problem solving and negotiating issues that arise on a daily basis including many ad-hoc tasksTaking customer call escalations when required to sort issues with customers accountsPerforming on-call duties on a rotational basis to remotely support the operations of the Contact Centre outside of business hours, as well as the operations of the entire Brisbane City Council including preparing reports for Branch and Divisional Managers for presentation to the CEO and Lord Mayor of Brisbane City Council.

Brisbane, Australia

Take a large variety of calls, as part of Brisbane City Council one number one Council strategy, plus service 9 regional Council partners to support them out of business hours for high priority situations and assist in Council campaign callsUse my analytical and problem solving skills to resolve at least 90% of customers enquires at the first point of contactConsistently achieve all my KPI's of 97% adherence and 93% compliance, under 25% after call work, 85% and above in Quality results, 0 force offs, and consistently more than 10% under the average AHT of the entire centreHave a great understanding of all Council services and use my knowledge to support my peers and management in the unsupervised after hours operations of the contact centreUndertake job share opportunities including Workforce Planning admin duties, Shift Leader duties, after hours rostering for on-call and shift leader, review of after hours content, working in the Quality Assessment team and undertaking training for After Hours consultants.Perform both paid and voluntary on-call duties to assist in emergency situations (eg. storms and SES) and during staff shortages

Kfc - Kangaroo Point

Duties including cash handling, weekly banking, rostering duties, training of staff, basic payroll processing, face to face customer service, food preparation, monthly stock takes, employee behaviour management, customer complaint and commendation handling, stock ordering, cleaning tasks and basic understandings of running a successful business.

Kfc - Cleveland

Customer and Food Service Team Member KFCBased at KFC Cleveland, duties included adhering to strict procedures, food handling and preparation, face to face customer service skills, cash handling, cleaning tasks, resolving basic customer complaints, WH&S representative and involved in basic training of new staff