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 programming, site redevelopment and more. My role in this includes:• 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 suitability of facilities in Casey.• Work with startups, local industry entrepreneurs and the education sector to understand community concerns and research barriers and provide them opportunities to explore solutions they have to offer through the process of a "living lab" that uses Casey as their test bed.• Experiment with new data-gathering solutions that utilise IoT technology for one-off small-scale prototype deployments.• Collaborate and network with other local government departments to replicate the success of smart city implementations in their municipalities.• Amalgamate and share collected data with the community using the Open Data Platform.

• 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• Review of all process documentation ahead of recent audits• Design and delivery of all client services training• Delivery of digital training to several hundred field staff for compliance, project rollouts, skills building etc.• Project implementation training consultant to ensure smooth rollout of new company wide initiatives.

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• Managing stock levels for insurance orders across several warehouse locations.• Real time call queue management.

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. • Participated in system pressure testing to ensure system readiness• Documented weekly progress for reporting purposes• Full handover of all training, systems, reporting and processes to my successor

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. • Liaised with stakeholders on training needs and quality concerns to tailor training needs to the centre. • Built and maintained induction materials as well as carrying out several inductions including one overseas rollout. • Completed in house course work that qualified me internally to deliver training for the “Masters” program of leadership development• Worked as a mentor for coaches in the organization providing feedback on coaching sessions and calibrating coaching sessions in a group setting to improve the consistency and effectiveness of coaching sessions• Strategized with other coaching consultants on meeting coaching effectiveness targets• Worked at mentoring several coaches towards achieving in house qualifications as a coach which are in line with BSB51915 Diploma in Leadership and Management• Mapped the in-house qualifications to the BSB51915 to help coaches achieve this qualification if they chose to pursue it.

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 R&R and team based activities to promote competition to improve results.

Melbourne, Australia

Melbourne

Sig Sigma, Business/Commerce, General, Green Belt

Certificate Iv, Frontline Management, Completed

Certificate Iv, Training And Evaluation, Completed