Daniel Baird Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Helping people to connect to their purpose and passion and providing the frameworks and tools empowering them to reach their potential.Individual, Group, Business and Sporting Coaching.

Leading a team of over 1000 people responsible for the customer experience and commercial outcomes for an Enterprise Communications provider.

Melbourne, Victoria, Australia

Responsible for the customer experience and commercial outcomes for a leading financial institution.Responsible for the signing of contracts for Cloud Projects $16 million and Managed Services $6 million over 3 years.110% achievement of Revenue and Margin targets and achievement of customer satisfaction target.

Melbourne, Victoria, Australia

As the Customer Success Principal develop and lead valued client relationships, collaborate and create alignment of outcomes and accelerate the achievement of programs and business benefits.

Melbourne, Victoria, Australia

Responsible for the customer experience of strategic key accounts including Australia Post, Wesfarmers, Rio Tinto, Qantas/Jetstar, Tabcorp/Tatts.• Reversed 25-30 % year on year revenue decline and achieved continued margin growth.o Doubling of revenues in three years. $42 million FY12/13, $80 million 13/14 and $106 million FY 14/15 o Net Promoter Score 8, then 9, then 10.• Implemented and delivered Australia Post $15 million Transition and Transformation program under budget and ahead of schedule, resulting in Australia Post committed to being a Reference Customer.• Delivered $250 million revenue per annum as leader of 40 staff.• Developed a delivery community that supported Australia Post, Wesfarmers, Rio Tinto, Qantas/Jetstar, Tabcorp/Tatts.• Implemented Customer Improvement Program for detractors AGL and Jetstar. o Jetstar and AGL in “crit sit” (critical situation) and numerous staffing issueso Resulted in Jetstar resigning Telstra business and AGL rated Telstra a 10 in Net Promotor Score • Developed and aligned Performance Management methodologies delivering an annual framework for Talent Management.• Led Talent Management including train employees for 400 staff. • Managed successfully Change Management moving from 65% to 97% with business savings of $240K. • Reduced incidents from averaging 15 per month to averaging less than 2 per month.• Improved delivery certainty by employing strategic insights and leading best practices achieving Contact Centre stability.• Achieved a 9 out of 10 ratings in an external audit of the customer for Service Management Representative.• Developed and implemented an effective governance framework strategy delivering service improvements across the account.• Managed technical support, customer management and identified sales opportunities.• Acknowledged by staff, peers, and management for delivering projects on time and budget, leading, managing, and motivating project team during its execution.

Melbourne, Victoria, Australia

Responsible for customer relationships and sales across Victoria, Tasmania and Northern Territory.• Retained customer relationship with Corporate Executive Offices.• Turned the threat of the replacement of the Aastra network into orders for new sites and orders to be placed to install new systems and network internationally.• Increased sales forecast 100% and opportunity closures in Tasmania. • Developed a rapport with customers quickly.• Implemented sales strategies including product adoption and supported channel partners.• Increased company revenue by identifying and implementing sales strategies and supported channel partners.• Managed complex account issues and found resolutions that best fit the need of each business.

Melbourne, Victoria, Australia

Responsible for managed services solutions. • Sales Target Achievement of 240%, 101% and 136% during the three years of my tenure.• As the primary Damovo representative sold Managed Services Solution and NICE Call Recording Upgrade to Medibank Valued at $4.7 million over 5 years, part of Telstra Solution worth $82 Million.• Achieved Sales Extreme Award October 2006.

Melbourne, Victoria, Australia

Responsible for the functional service delivery to Coles Myer.• Commenced as Stream Manager and promoted twice to Team Leader and then to Service Director.• Achieved Superior Rating 2003 - 2005.• Facilitated the cutover of 2300 sites for Coles Myer from one new technology to another as well as managing Data Centre changes. • Team Leader Dealer Service Centre – managed delivery for 40 Telstra Dealers across Victoria.• Team Leader Corporate Service Delivery Team – managed multi-skilled workforce for 30 key corporate clients.• Productivity increases through doubling of workload in six months• Increased phone answering performance while encountering an increase in traffic.• Decreased order issue delay and reduced rework during increased workload.• Issues consistently escalated to Management reduced to minimal levels.• High staff morale and input into improving performance.• Development of cohesive structure and service orientated staff through numerous changes and increases in workload.