Floyd Carvalho Email & Phone Number

Australia

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

• Managed Australia-wide IS Operations (end user, field telecom, servers and networks)
• Delivered all-time high CSAT of 97% through strategic deployment of resources and technology
• Successful vendor management resulting in cumulative savings of over $4M CAPEX
• Successfully managed an OPEX budget of more than $20M with accurate forecasting
• Successfully scaled operational capacity from 5500, to service an additional 2500 end users
• Championed change and created a performance culture for team members and third-party vendors

Melbourne, Australia

• Designed & implemented performance coaching strategy for 600+ frontline employees
• Improved sales referrals by 43% and conversions by 15%
• Drove improvement in customer retention by 13%
• Improved Average Handle Time (AHT) in the contact centre by 70 seconds
• Influenced an uplift of +50 in customer Net Promoter Score (NPS)
• Enabled a 25% uplift in First Contact Resolution (FCR) through efficiencies

Melbourne, Australia

• Designed, developed and executed Medibank’s best-in-class Quality Assurance Framework, pro-actively providing risk assurance from events like the Banking Royal Commission
• Implemented big change (QA Framework) across 1000+ omni-channel employees
• Recruited and formed high-performing teams with an employee engagement score of 83%
• Drove 80% compliance across retail, contact centre and webchat in a highly regulated environment
• Introduced insightful reporting with a strong call-to-action for industry reforms
• Enhanced knowledge management content to deliver reduced query handle time

Melbourne, Australia

• Led the development and execution of the Consumer Credit Stakeholder Management Framework
• Managed stakeholder relationships with community and social organisations, to support a hardship customer portfolio of around $150M
• Enabled 600+ customers to receive some form of hardship relief and assistance
• Recovered cumulative bad debt of approximately $6.3M in FY ’16-’17 through implementation of debt collection strategies
• Drafted mutually beneficial contracts and conducted commercial negotiations with government organisations, community groups, not-for-profit organisations, debt collection agencies and debt buyers
• Delivered sustained 7% uplift in consumer debt collection, through influencing debt collection vendors

Melbourne, Australia

• Delivered a high employee engagement score of 95% and reduced employee absenteeism from 12% to 5%
• Led and managed 5 direct and 150+ indirect reports, onshore and remotely
• Created a flexible workforce by consolidating 6 individual processes into 2 simplified processes
• Reduced OPEX from 200 FTE to 150 FTE through creating operational efficiencies
• Digitally enabled a webchat trial through the saved FTE
• Implemented a robust Coaching Culture that increased productivity by 15% and improved customer satisfaction by 25%

Melbourne, Australia

• Introduced a variety of organisation-wide initiatives to protect customers who were victims of family violence
• Improved customer access from a 35% Grade of Service (GoS) to a 75% GoS
• Delivered a high employee engagement score of 79%, up from 62% the prior year
• Managed poor employee behaviour successfully, including hearings with the Fair Work Commission
• Key-contributor to AGL’s Domestic Violence and Hardship Policy
• Represented AGL at several national hardship-related events and forums

Melbourne, Australia

• Won the ‘Leadership Award’ for outstanding leadership and operational excellence
• Delivered the highest employee engagement score at AGL of 95%
• Delivered best-in-class acquisitions and retention results
• Influenced process improvements to further enhance customer experience
• Participated in cross-functional initiatives to deliver better business and customer outcomes
• Motivated a team of 15 to exceed key performance indicators (KPI’s)

Melbourne, Australia

• Created and led an innovative, hybrid team of online, phone and case managers
• Delivered an employee engagement score of 92%
• Promoted career progression of 12/15 original team members
• Secured a best-ever quality assurance score of 97%+ for 3 consecutive months

Melbourne, Australia

• Won the Quality Award for being in the Top 10 achievers in the entire centre
• Won the Rookie Award for consistently exceeding key metrics
• Managed customer complaints and complex enquiries
• Provided outstanding customer service

Melbourne, Australia

My responsibilities were to drive a profitable business through effectively managing up to 18 direct reports in front and back of house operational areas with one key goal – Constantly Delight Customers. My role also involved stock and inventory purchase and management, which meant having great control measures and strong relationships with internal and.