Edmund Wee Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

North Sydney, New South Wales, Australia

This role is primarily responsible for two key areas:As Business Systems Support Manager, my focus is on integrating information in the business CRM (HubSpot) and managing all business processes from lead generation, digital marketing, sales deals and service tickets. This includes monitoring, managing and improving data integrity, workflows and automations and user management.As Adoption Manager, my focus is on creation and implementation of the digital adoption network. This… Show more This role is primarily responsible for two key areas:As Business Systems Support Manager, my focus is on integrating information in the business CRM (HubSpot) and managing all business processes from lead generation, digital marketing, sales deals and service tickets. This includes monitoring, managing and improving data integrity, workflows and automations and user management.As Adoption Manager, my focus is on creation and implementation of the digital adoption network. This is a highly collaborative role, requiring coordination across various internal teams to ensure clear handover of relevant documentation and product demonstrations when required.Key Achievements:- Delivered a project to recreate bulk target deals for Network team, delivering an estimated time-saving of 80 hours, with accuracy rate of 98%- Seconded as a Project Manager to launch a new sales premium, delivering a new revenue stream. This encompassed coordinating with Dev team of the new premium logic, marketing team for communications and Network (B2B sales team) for high touch communication and feedback loop. In its first month alone, the new premium chargeable revenue reached $150k of new revenue. Show less

North Sydney, New South Wales, Australia

The Sales Operations Manager will be responsible for developing and executing the strategy for the Operations and Customer Service function to ensure alignment to the company strategy, vision and goals while delivering on the AuctionsPlus commitment to being a premium service to our online community.Key Achievements:- Developed and delivered AuctionsPlus inaugural B2B Growth Strategy, building the first B2B Account Management team known as the Regional Agency Services team in… Show more The Sales Operations Manager will be responsible for developing and executing the strategy for the Operations and Customer Service function to ensure alignment to the company strategy, vision and goals while delivering on the AuctionsPlus commitment to being a premium service to our online community.Key Achievements:- Developed and delivered AuctionsPlus inaugural B2B Growth Strategy, building the first B2B Account Management team known as the Regional Agency Services team in November 2021.- Successfully ran B2B High Touch Campaign with a 95% positive market sentiment by phone and face-to-face conversations, with the Regional Agency Services team reaching 120 contacts across 13 events within the first 30 days.- Developed and launched AuctionsPlus Quarterly Distributor Network pulse feedback survey as a customer engagement feedback tool, which helped us strategise and improve our NPS from +41 in Aug 2021 to +62 in May 2022. Show less

Sydney, Australia

The main purpose of the Operations Manager - Residential is: - To ensure the ongoing improvement in the performance, productivity and efficiency of the Domain Group residential sales team, nationally. - To identify and implement end-to-end improvements in process. - To support the business rolling out new and managing existing products. - To resolve issues as they arise by liaising & communicating with relevant internal teams and to make recommendations for best practice for… Show more The main purpose of the Operations Manager - Residential is: - To ensure the ongoing improvement in the performance, productivity and efficiency of the Domain Group residential sales team, nationally. - To identify and implement end-to-end improvements in process. - To support the business rolling out new and managing existing products. - To resolve issues as they arise by liaising & communicating with relevant internal teams and to make recommendations for best practice for operational improvements within the national residential sales team.Projects involvement:- Project NASH (Aug – Dec 2019)Project NASH is an overhaul of our depth products booking system, which is a massive operational project with over 80 JIRA tickets created and managed for Salesforce project alone.- 60/120 Days Project (May – Jun 2019)The 60/120 days Project is a key initiative to extend our product durations across platinum clients and enabling our Sales team to grow our highest yield product in market. Project encompasses large number of contracts to be auto-renewed.- Other notable projects: Project NASH 2.0 (Dec 2020), National Bushfire Campaign (Jan – Mar 2020), COVID-19 Customer Support Packages (Mar 2020), COVID-19 Client Feedback Report (Mar-May 2020), Ray White Exclusive Offers (Jan 2019)Achievements:- Back-to-back Domain Homies Award Winner in 2019 in ‘Passion is Contagious’ categories. The award is a peer-nominated company wide recognition program with winners selected by ELT for outstanding contributions by Domain employees.- Co-founder and committee of ‘Pride at Domain’, our very first LGBTQI+ organization, which provides a channel for LGBTIQ+ community and allies in Domain to build an inclusive and supportive workplace culture where LGBTIQ+ colleagues can safely enjoy equal freedoms, access and recognition as our allies. Show less

Sydney, Australia

- Achieving NPS and productivity targets of the team and department - Coaching and developing individuals and creating an evolving skill capability that delivers ongoing exceptional experiences for customers- Identifying training opportunities and ensuring that all training gaps are closed off as soon as is possible - Handling frontline customer escalations as required and leading by example- Creating a positively engaged workforce- Reward and recognize staff at various… Show more - Achieving NPS and productivity targets of the team and department - Coaching and developing individuals and creating an evolving skill capability that delivers ongoing exceptional experiences for customers- Identifying training opportunities and ensuring that all training gaps are closed off as soon as is possible - Handling frontline customer escalations as required and leading by example- Creating a positively engaged workforce- Reward and recognize staff at various levels- Identifying and acting on improvement opportunities- Reporting on and analysing daily contact centre metrics Show less

Maroubra, Nsw

- Managing end-to-end supervision of property insurance repairs from approval of claim to completion of repairs project and final QA and invoicing.- Applying cost reduction to tendering of jobs and awarding packages to trade partners and suppliers for repairs.- All claims under my supervision must be finalised within allotted time frames and to manage any potential delays that may extend lifecycle of claim. - Responsible to ensure all associated parties, including insurers, trade… Show more - Managing end-to-end supervision of property insurance repairs from approval of claim to completion of repairs project and final QA and invoicing.- Applying cost reduction to tendering of jobs and awarding packages to trade partners and suppliers for repairs.- All claims under my supervision must be finalised within allotted time frames and to manage any potential delays that may extend lifecycle of claim. - Responsible to ensure all associated parties, including insurers, trade partners and suppliers and most importantly, our customers, are kept updated on progress of repairs until finalisation. - Responsible to ensure that each project is completed within budget, approve invoices within delegated limits and to liaise with insurers should a variation is required to achieve approved scope of works. Show less

Macquarie Park Nsw

Lead and manage a team of 12 in a contact centre that is multi-channel (phone, web chat, email) and multi-lines (3 national public service lines). Key responsibility is to ensure that the team KPIs are met with emphasis on quality assurance, keeping up-to-date with program knowledge and efficiency. Other responsibilities include a wide variety of disciplines in coaching, performance management, training and on-boarding, data analysis and reporting on trends and insights on ad hoc and periodic… Show more Lead and manage a team of 12 in a contact centre that is multi-channel (phone, web chat, email) and multi-lines (3 national public service lines). Key responsibility is to ensure that the team KPIs are met with emphasis on quality assurance, keeping up-to-date with program knowledge and efficiency. Other responsibilities include a wide variety of disciplines in coaching, performance management, training and on-boarding, data analysis and reporting on trends and insights on ad hoc and periodic basis. Show less

Macquarie Park Nsw

Customer service representative providing accurate information and referrals to Australian small business community via 3 x national public service lines across multiple channels (phone, web chat, email). Added responsibilities of managing escalations from customer and clients, real-time management, preparing data for analysis/reporting and assuming the role of Team Leader in his absence. This is a development role as a succession plan to a Team Leader role.

Macquarie Park Nsw

Customer service representative specialising in small business knowledge providing accurate information and referrals to Australian small business community across 3 national public service lines and multiple channels (phone, web chat, email). Vast program knowledge required in areas such as registration and licences, government initiatives, grants and assistance and business planning and diagnostic services. Individual KPIs centred around high quality assurance scores, program knowledge, high… Show more Customer service representative specialising in small business knowledge providing accurate information and referrals to Australian small business community across 3 national public service lines and multiple channels (phone, web chat, email). Vast program knowledge required in areas such as registration and licences, government initiatives, grants and assistance and business planning and diagnostic services. Individual KPIs centred around high quality assurance scores, program knowledge, high customer satisfaction rates and range of efficiency metrics. Show less

Homebush Bay Nsw

Technical Support specialist for Samsung Australia customers handling approximately 80 calls and electronic responses daily. Area of expertise is Samsung Mobile and individual KPIs centred on target AHT, high QA scores and schedule adherence.

North Ryde Nsw

Co-owner and operator of the Mr Meticulous premium domestic service company operating in the north shore area of Sydney. As a co-owner and operator, I have a wide range of key responsibilities including administration, management of 10-15 contractors, customer service, operations, marketing and accounting.

Certificate Iv In Business Management, Business Management

Copc Inc Registered Coordinator, High Performance Management Systems

The COPC® Family of Standards is a collection of performance management systems that enables you to measure and improve all operational.

Certificate Iii In Business Services - Customer Contact, Business Services - Customer Contact

Higher Diploma, Computer And Information Sciences, General

Bachelor Of Science (B.Sc.), Computer Science

Education record