Cole Berman Email and Phone Number

Coordinate the operational functions of Peak Services after hours and emergency service and exercise operational responsibility for the various functions and activities of the Customer Service Team, including training, development, motivation and performance to ensure accurate application of Peak’s Customer Relationship Management, business rules, policies, standards and procedures. I also project manage new systems that help improve business process both effectively and efficiently. Provide a… Show more Coordinate the operational functions of Peak Services after hours and emergency service and exercise operational responsibility for the various functions and activities of the Customer Service Team, including training, development, motivation and performance to ensure accurate application of Peak’s Customer Relationship Management, business rules, policies, standards and procedures. I also project manage new systems that help improve business process both effectively and efficiently. Provide a customer focused, professional and efficient service interface with customers. Coordinate the day to day operations of the Customer Service Team to ensure Peak’s customers receive high quality service and supervise the day-to-day operational activities of staff in the delivery of their key responsibilities, as well as facilitating staff on-the-job training to competency levels. Develop, enhance and effectively establish employee’s commitments to deliver quality customer service to internal and external customers, and organize work flows to achieve key results including ensuring sufficient staff are rostered on to meet these work flows. Monitor and report on the Customer Service Team including customer service performance, customer satisfaction survey and mystery shopping reports. Establish programs and undertake, where necessary, the presentation of skills training and development to improve the quality of service within the Customer Service Team Show less

Responsible for enhancing business performance by driving tangible efficiency, change and operational excellence through people and process innovation. Quantify and report on productivity improvements, customer experience improvements and other savings alongside preparing, interpreting and presenting detailed reports and business cases including recommendations to the Operations Manager.Act as an assistant and deputy to the Operations Manager - including line management of the team where… Show more Responsible for enhancing business performance by driving tangible efficiency, change and operational excellence through people and process innovation. Quantify and report on productivity improvements, customer experience improvements and other savings alongside preparing, interpreting and presenting detailed reports and business cases including recommendations to the Operations Manager.Act as an assistant and deputy to the Operations Manager - including line management of the team where required and ensuring the full suite of business KPI's are met and exceeded through active performance management including target setting and performance coaching.Responsible for embedding a documented performance coaching and operating rhythm, encouraging the progression of a performance based culture through modern management techniques and multi-channel service industry best practice.Support the development of measurable customer advocacy deliveries.Developing and implementing resource scheduling models, including forecasting and scheduling, in support of resource optimisation through work flow data analysis, current performance work rates and historical events. Show less