Daniel Aitken Email & Phone Number

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.

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.

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.

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.

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.

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.

- 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.

- 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.

- 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.