Christopher Williams Email & Phone Number

Narre Warren, Victoria, Australia

• At the City of Casey, the Smart City program uses technology and innovation to collect and use data to drive better decision-making. The decisions our data influences include city planning, accessibility, community.
• Consulting with internal stakeholders and the community to understand the challenges people experience daily.
• Developing and recommending solutions to validate the root cause of issues through data gathering and to help build a business case for an enduring and appropriate resolution.
• Working with city planning teams to create development control plans to ensure smart infrastructure is built into space planning.
• Installation of free public WiFi to abolish the digital divide in Australia and provide digital equity to Casey communities with socioeconomic, gendered, cultural and ableist barriers to accessing the internet.
• Deploying a sensory IoT layer across the city to capture data about how the community uses various assets, facilities, and precincts to drive decision-making around accessibility, redevelopment requirements and the.

• Overseeing process improvement in the client services team
• Data review and analysis to determine the efficacy of various business functions
• Implementation of frontline leadership continuous improvement program
• Project Manager for client focussed software implementation
• Client services consultant for core system replacement requirements
• Implementation of new client services induction program

Southbank

• Developing and coaching of a team of 10 to achieve financial targets
• Regular reporting on individual and team statistics as well as centre wide statistics
• Liaising with a national network of stakeholders to secure positive outcomes for customer orders with reduced wait times and lower financial impact to the organization
• Minimising errors through root cause analysis
• Quality checking customer interactions
• Following up customer feedback

Camberwell

• Designed and developed the training materials for a major product launch
• Designed process flow charts, scripting and E-learning materials to ensure legal compliance
• Implemented training and safe working practices for a temp call centre team
• Negotiated system implementations that met the security requirements of overseas call centres
• Travelled interstate to work with stakeholders in our warehouse and process map supply chain activities
• Worked with several technology stakeholders to ensure live system environments were tested and worked.

Melbourne, Australia

• Distributed and completed quality assessments for the call centre with 100% completion rates month on month
• Built and maintained reporting on call quality to develop a visual representation of quality in the centre.
• Strategized with front line leadership to improve centre quality by 30% over 6 months and improve NPS from 28 to 78 over the course of 12 months
• Delivered training based on knowledge and skill gaps identified through quality reporting to improve process compliance
• Designed and developed training content for delivery by a variety of assessors
• Undertook calibration exercises with other quality assessors to achieve and maintain a quality variance of less than 10% between all assessors.

Melbourne, Australia

At Salmat I performed as a team leader for both Fairfax Media and Telstra. during that time my accomplishments included:- Provided coaching support to a team of 15 agents - Provided real time analysis of call queues and managed rosters - Obtained a certificate IV in Frontline Management- Voted Team leader of the year 2012 by People and Culture - Created.

Melbourne, Australia

Melbourne

Sig Sigma, Business/Commerce, General, Green Belt

Certificate Iv, Frontline Management, Completed

Certificate Iv, Training And Evaluation, Completed