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• Direct a… Show more • 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• Direct a self-financed team dedicated to Continuous Improvement and Customer Feedback Show less

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• Established a standardised call evaluation process extending to multiple states

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• Handled escalated customer management issues

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 • 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 completion rates by tailoring courses • Played a key role in the development of training material to enhance learning experiences• Offered guidance and mentorship to customers, facilitating their employment outcomes following course completion Show less

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• Upheld superior team performance and client satisfaction

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