Gavin Walker Email & Phone Number

Newcastle, Australia

• We want to change the way people view their assets • We believe we can change the way you view our industry • We will be with you on your hardest days • We believe our industry needs a shake up• We know customers want us to be transparent & innovative, because that will set us apart from the rest

Charlestown Newcastle

• Establish, execute and control the sales strategy to drive a high performance sales culture within the direct channel • Foster a culture of continuous improvement by regular on the floor coaching and feedback of sales and support staff against KPI’s. Ongoing system of regular team meetings and one on ones to drive team and individual performance • Effective resource planning and implementation of strategies to ensure service levels are met while optimising key metrics to maintain and improve profitability and conversion• Ensure staff have an appropriate level of skills and training in order to deliver the quality of service and general lending advice expected • Work with the Head of Direct Sales & Digital Customer Experience Manager to develop technology strategies to support the service proposition and ensure scalable and efficient outcomes• Work with Direct Channel Marketing Manager on ensuring lead quality and volume targets are met, and work on continuous feedback for improvements.• Ensure the team follows CRM procedures to ensure strong follow up strategies and excellent data integrity • Ensure all procedures are compliant with required legislation and within Homeloans Ltd policy at all times • Advise the Head of Direct Sales of any key planning issues and make recommendations on business decisions • Professional and timely handling of customer complaints ensuring management are advised of key issues • Develop strong working relationships with internal and external stakeholders • Have commitment to personal development and enhancement of professional and personal skills to deliver best practice sales strategyBusiness achievements: • Improved Culture and Performance across Sales and Support Teams as a group• Implemented quality control for better customer experience• Added value to the wider business by introducing Post settlement surveys internally and externally

Newcastle, Australia

St Leonards

• Manage a Team of Inbound/Outbound Customer Service Advisers• Supporting staff to meet individual and business unit objectives that contribute to the company achieving its planned strategy • Coaching, guiding and developing the team to achieve targets on revenue growth, customer retention and satisfaction including actively identifying opportunities for up-sell and cross-sell opportunities• Recruitment of staff• Liaise as a Broker and Insurer for various products• Business development within the dealer network Key Achievements• Responsible for building a new team from scratch for a new product in the market• Increased the quote to sale conversion rate from 30% to 62% in 5 months (average 51% for 2016)• Developed various new sales relationships supporting the company’s growth targets• Created in-depth reports and analysis for Board reporting• Responsible for the development of Salesforce as the company’s CRM for accuracy & ease of use• December 2016 achieved the highest GWP since the start of the company at $26,000 for Motor Vehicle and a 95% retention rate• Received multiple compliments from Customers, Dealers and both owners of the company in regards to customer satisfaction and sales figures for myself and the team

Sydney, Australia

Broker for Qld and Part NSW of around $350,000 worth of Income for Private Client Services.Dealing HNW clients for there domestic insurance needs, processing renewals (approx. 25-35 per month), sales, relationship building with Corp and commercial.Business Achievement's:Sales on average of $5,000 income per month , retention rate of 85%

Takapuna

Responsibilities include: • Leading a team of 10 – 13 frontline staff located in the North Shore office of State Personal NZ • Supporting staff to meet individual and business unit objectives that contribute to the company achieving its planned strategy • Coaching, guiding and developing my team to achieve targets on revenue growth, customer retention and satisfaction including actively identifying opportunities for needs based selling. • Recruitment and on the job training of staffBusiness achievements: • A key stakeholder in the change management process when my business unit was changed from an Outbound to an Inbound contact center • In Jan 2014 I received the highest score in the country (95%) for the bi-annually “Brava track survey”. This is a tool designed to rate and grade staff engagement and satisfaction of their managers, sales performance

Takapuna

Responsibilities include: • Leading a team of 8 – 10 Outbound staff located in State Personal NZ • Support of Customer Relations Staff to meet individual and center objectives that contribute to the business unit achieving its plan. • Coaching, guiding and developing my team to achieve targets on revenue growth, customer retention and satisfaction including actively identifying opportunities for needs based selling. • Recruitment and on the job training of staff• Empower all staff within set boundaries, delegate to subordinates where appropriate, act as a role model for all staff, encourage all staff to be accountable for their decisions and provide guidance on complex issues• Monitor sales and service results using management information, informal feedback and observations and take action to address performance gaps• Develop the team’s skills around customer focused selling techniques and call quality standards to achieve targets. Business achievements:• Delivered exceptional results with team consistently out-performing set objectives.

Smales Farm Takapuna

Outbound (March 2011 – June 2012)• 2IC of outbound team, coaching and performance management• Implement and lead strategies for Retention, credit control, Non Payment and Sales for the Outbound team.• Helping in recruitment of staff• Liaising with the GM and upper management in regards to:• Projects and strategies for the business.• Completed Managerial readiness program.• Top sales performer for Nov 11- June 12. Inbound (September 2010 – March 2010)• Liaising with clients in regards to Domestic Insurance• Cross selling and up selling products to clients• Underwriting new risks

I was a permanent recruiter for the Insurance and wealth management industries including Financial Planning, We pride ourselves on being a specialist recruiter , we find good candidates in a different way to most recruitment agencies and only deal with good quality companies

Takapuna

Liase with Advisers and clients in relation to Sovereigns products including Life and medical insurance , Term Life Whole of Life etc, handling technical queries and complaints.

Implementation of statements of advice and supervision of implementations advised by brokers for Insurance, Superannutation and investments

Sydney, Australia

Point of contact for all advisers Problem solving relating to Advisers/Clients Issues Talking to advisers in regards to Small APRA funds Contact Advisers in relation to any problems/feedback Provide feedback on an ongoing basis liaising and delegating to Admin Advise on Corp Actions Handling SMSF Queries

Sydney, Australia

Helping Macquarie in regards to their Wrap platform, was point of contact for Portfolio One , an ING Badged product administered by Macquarie

Martin Place

Supporting the investor and adviser relationship teams in regards to Techincal aspects of Insurance, superannuation and investments.Resolution of client taxation questions.Liasing with advisers in regards to accounts, commissions etc.

Tier 1 Compliant, Insurance Broking Compliance, Insurance Broking, Distinction

Tier 2 Compliant, Insurance

ANZIF Tier 2 compliant in General Insurance

Cert Iv, Mortgage Broking

Hsc

Sc

Diploma, Insurance Broking, D