David Johnson Email & Phone Number

Melbourne, Victoria, Australia

• Spearhead the Salesforce Service Cloud advancement following implementation
• Act as the product lead for the customer portal of Boral
• Harmonise internal systems for seamless omni-channel service provision
• Achieve nationwide uniformity in Customer Service Centres and administrative functions
• Execute change management across various regions to facilitate diverse project integrations
• Foster a transformative work culture focused on continual improvements

Port Melbourne

• Managed and developed allocation and customer service teams
• Mentored staff towards achieving key performance metrics
• Contributed to the Sales and Operational Planning process
• Implemented succession planning for sustained leadership
• Identified and realised continuous improvement opportunities
• Fostered team development into leadership roles

Derrimut

• Managed the Customer Service Centre's performance and staffing
• Led staff coaching and adaptation to dynamic changes
• Implemented process and IT enhancements for increased efficiency
• Coordinated communication between departments and locations
• Administered daily invoicing and reporting metrics
• Balanced priorities and maintained strong interdepartmental relationships

Melbourne, Victoria

• Delivered training for Certificate IV in Frontline Management and Certificate III in Business Administration
• Customised course content and delivery to ensure high student engagement and successful completion rates
• Acted as a mentor for new trainers, orienting them to Yarra Advantage’s training methodologies and standards
• Provided post-training support to customers, ensuring their successful transition into the workforce
• Consistently achieved high student retention and… Show more
• Consistently achieved high student retention and completion rates by tailoring courses

Melbourne, Victoria, Australia

• Directed a customer service team to high performance levels
• Created a call quality framework for service excellence
• Guided acting leaders in a rapidly expanding operation
• Coached agents to consistently outperform contract KPIs
• Performed detailed KPI analysis for performance reporting
• Managed scheduling adherence to optimise customer service

Melbourne, Victoria

• Directed a high-performing team of customer service and sales agents
• Coached team members to surpass contract KPIs
• Performed daily KPI reporting and analytics
• Ensured compliance with real-time schedule adherence to meet contract obligations
• Delivered upskill training to various teams
• Promoted the consistent use of Telstra's knowledge system among agents