Devon Garner Email & Phone Number

Melbourne, Vic, Au

Promoted to Head of Sales and Customer Success to drive sales enablement and customer experience focused initiatives through the sales department, in addition to existing Head of Customer Success Responsibilities. Ownership of the end-to-end customer journey.Notable responsibilities or deliverables included:- Workforce planning and rostering of the Customer Service and Sales Departments- Develop and define the business end-to-end sales strategy, from lead capture through closure. This included both inbound and outbound sales streams- Identify and implement the sales teams KPI's, and creating the business' sales reportingSales revenue increased 26% across this period.

Reporting to the COO, I was headhunted by Inspiring Vacations to lead and develop their Customer Service, Operations and Resolutions) departments. This Senior Leadership Team level role was crucial for redefining the businesses customer journey through continuous improvement initiatives.Notable responsibilities or deliverables included:- Workforce planning and rostering of Customer Service, Customer Resolutions and Operations Departments- Leading customer feedback reviews to generate continuous improvement projects - Final point of customer resolution including representing business through ACCC, Fair Trading or Tribunals as requiredThroughout this period, NPS increased from -12 to 34

Reporting to the Senior Operations Manager, and then Senior Operations Manager - Risk, this role was critical in supporting the business through it's transition from a legacy operating platform, to OneBankPlatform (OBP). Appointed to lead a team of pilot credit assessors, I was responsible for maintaining SLA's and customer outcomes, whilst working with the businesses Project Management and Change Management teams to provide insight on system performance, risks etc. Notable responsibilities and deliverables included:- Lead team to 100% productivity, and 95% service quality- Appointed as a 'People Champion', responsible for reviewing departmental culture, and driving initiatives to drive engagement and culture- Facilitated the fortnightly 'Champions of Change' workshop, responsible for disseminating critical business system and process updates across the business unit- Consulting with Risk, Tech and Change teams to ensure risks and system performance issues were identified and resolved- Trained Team Leaders on operational management and processes as teams migrated platformsI was awarded a 2022 HELPS Award for my contributions in assisting and training migrating leaders

Melbourne, Victoria, Australia

Reporting to the Customer Operations Manager, this role was responsible for the day-to-day execution of the business customer operations. With substantially increased volumes due to Covid-related border closures, this role was pivotal in prioritizing workloads across our Melbourne and overseas teams, as well as driving process efficiencies to ensure customer satisfaction. Notable responsibilities or deliverables included:- Workforce planning and rostering of Customer Operations Department- Ownership of AirAsia account relationship- Responsible for maintaining airline policy database, and training team on airline policy changes- Resolution point for escalated customer complaintsDuring this time the Customer Operations team was awarded a Bronze Stevie Award for Customer Service Excellence.

Melbourne, Australia

Reporting to the NCC Manager, and then Country Manager, this role was responsible for driving sales via phone, online chat and website channels. Notable responsibilities or deliverables included:- Led the business rollout of online chat across retail stores

Cape Town Area, South Africa

Reporting to the Head of Retail Sales and on the Senior Leadership Team, this role was responsible for maximising retail store profitability through the achievement of sales budgets, combined with a focus on cost reduction.Notable responsibilities and deliverables included:- Motivate and Develop store management team- Plan and run National Store Managers Conferences- Develop and facilitate the business 'Emerging Leaders' leadership training program

Cape Town Area, South Africa

Johannesburg Area, South Africa

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia