Simon Georges Email & Phone Number

I’ve built high performance operations teams at contact centres for over 20 years, at Telstra, Samsung and CUA to name a few. DELIVERING BEST-IN-CLASS CUSTOMER SERVICE Poor service will drive customers to a competitor 4 times faster than a product issue (Bain & Company). Just as consumers remember a poor experience, they also don't forget great customer service. My focus is on engagement, satisfaction and retention with minimal churn. From setting up new contact centres to negotiating with third party outsourcing vendors and improving FCR, NPS (and other ops indicators), my teams achieve results through: - clearly communicated goals, expectations and training processes;- unearthing and cultivating hidden talent within teams and individuals;- mastering multi- or omni- channel customer support technologies DEVELOPING A PROFESSIONAL, CUSTOMER-CENTRIC TEAM & CULTURE The best user experiences are delivered by people with the confidence, personality, and training to make the absolute most out of finite resources, like technology. I build teams that are greater than the sum of each individual member, investing in continuous L&D and mentoring programs that identify, develop and promote hidden or unrealised potential. The benefits are: - improved service quality through personal development- creating a collaborative environment through mentoring, teaching and learning within teams- better decision making through mutual cooperation- higher performing individuals and teams create competition for opportunities to progress.- Lowering the incidence of employee turnover through a shared culture of excellence

Listed skills include Call Centers, Integration, Call Center, Bpo, and 21 others.