Daniel Aitken Email & Phone Number

Croydon, Vic, Au

Croydon, Vic, Au

Melbourne, Victoria, Australia

- Manage all CS process automations, systems, and revenue forecasting.- Deployed account renewal process automations taking us from 50% on-time renewal to 93% after two quarters - and renewal discussions starting an avg 102 days earlier.- Created an Early Risk Detection Matrix and cross-functional War Room to identify and collaborate on reducing Churn resulting in saving $133.6K at risk revenue in the first 2 quarters.- Re-designed the customer monthly reporting process and system reducing the time to generate reports from 1 hour to 5 min per report.- Implemented customer feedback system to inform the product roadmap.- Introduced a scaled automated customer training webinar system.- Project managed the implementation of Totango and configured all automations and playbooks.

Melbourne, Australia

- Implement and on-board all new customers. Managing all timezones for a global customer base- Work directly with internal and external stakeholders for small and large global organisations.- Define Business Use Cases ▸ Business Goals & KPIs ▸ Branding Setup & Approval ▸ Adoption Strategies- Continually improve implementation customer on-boarding process- Maintain platform and industry knowledge so I am the subject matter expert for all new customers - Build and present training webinars for beginners and advanced users- Work with Sales and CSM team to ensure smooth and easy handovers are conducted for the customer- Review and report on customer performance metrics- Build collaborative relationships with internal and external stakeholders to continually improve the customer experience- Regularly provide voice of customer back to the business and influence positive design and product changesAchievements:- Designed a new implementation process the Time To Value from 2 weeks to 3 days.- Took ownership of branding requests reducing the number of branding related support tickets to the tech team by 94%.- Updated webinar training strategy and standardised our training approach leading to more efficient and scalable training.- Standardised training decks and delivery- Migrated knowledge base and support chat from Intercom to HubSpot

Melbourne, Australia

Melbourne, Australia

Manage the growth and expansion of clients through aligning our expertise with their customer engagement vision. Consulting on and implementing new communication/customer engagement strategies through best practice advise and guidance. Build and maintain excellent relationships as a trusted adviser to increase client retention, value, and satisfaction.During this time, I also worked on implementing bot projects using the IBM Watson and Rebotify platforms.Some General Responsibilities included:- Platform training (Management and Agent level)- Fortnightly and adhoc Program Performance Review and Analysis- Agent Performance Reviews- Project Management for Implementation of new features and expansion to new Lines of Business- Quarterly Business ReviewsMajor Clients Included;o Westpac Banking Group- St.George- Bank of SA- Bank of Melbourne- RAMS- BT Financial- BT Panoramao Specsaverso HCFo QLD Gov – Department of Transport and Main Roads.

Melbourne, Australia

Responsible for scoping and Project Managing the migration of all assigned clients from our existing 1.3 chat platform to the new 2.0 chat platform.Major clients migrated;o Telstrao Qantaso CBAo Westpac Banking Groupo Webjeto Medibanko HSBCo Simply EnergyGeneral Responsibilities:- On-board new clients to the 2.0 platform- Gather Design and Security requirements- Scope website requirements- Design and Implement targeting strategy (chat and content)- Identify KPIs of the final Implementation- Project Manage Implementation- Configure against Design and Security Requirements.- Conduct Platform Training (Management and Agent level)One of my key initiatives in making the migration a success was re-designing the scoping and design requirements process and documentation. This was then distributed to the global team across America and Europe and has since become part of the standard on-boarding training, which I presented via video recording.

o Strategized and implemented marketing funnels, sales funnels, and product creation.o Designed and implemented numerous Email marketing campaigns in Infusionsoft to release online products, training courses, and membership programs.o Built and ran all company websites, including membership sites.I am also the lead Videographer, Photographer and Editor of all Digital Marketing and Digital Products including;o Video Training Moduleso Event Photographs for Websites and Social Mediao Intro Videos for Websiteso Testimonial Videos

Updated and rolled out a new wave of ITIL aligned change processes for the Salmat business. This included:o Designing RFC Templateso Change Management Processo Running Weekly CAB Meetingso Assessing all RFCs for CABo Logging and maintaining Changes in ITSM ticketing systemo Introduced Nightly Change communicationso Worked with the Systems Analysts on re-writing the Customer Change Request process, and documentation, for all Salmat Contact Centres- Communicated with employees and external stakeholders at all levels of the business across multiple departments.- Ensured the appropriate level of governance and training to help transition the business to greater stability through a far more rigorous ITIL aligned change process.

- Completed analysis of requirements for all Salmat back-office staff across Australia, New Zealand and Manilla (5000+ staff) to be migrated to new telephony platform.- Trained and supported employees, up to CEO, to ensure their final transition was successful.This was a massive task at the time and suffered many setbacks and staff changes. I was on the final team that completed the UC migration.

- Managed between 30 – 50 contractors working all over Australia- Managed in-house agents between 20 – 30 agents- Co-ordinated and ran training webinars for all new contractors across Australia- Conducted service level improvement webinars for all existing Contractors.- Produced and released all campaign and training documents for contractors and in-house agents- Compiled and released weekly statistics for all in-house and at home contractors- Re-designed Quality Assurance Framework for the Origin Energy campaign- Implemented two CRM system changes for entire contractor pool and wrote 90% of the training and walkthrough documents

- 1st level helpdesk support for @Home contractor pool (150 – 200 contractors)- Daily, Weekly and Monthly Reporting and Analysis duties.- Work Force Schedule Maintenance and Real Time / Intra-day monitoring of Occupancy and Service Levels.