Goodwin George Email & Phone Number

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

• Managing a team of 6 Customer Services Representatives including Assistant Sales Manager• Driving & Monitoring Compliance, team processes, and Quality of Sales requirements to exceed Customer & Telstra’s expectations (SLAs)• Driving Point-in-Time Telstra promotions for Services & Devices• Doing needs-based analysis of customer accounts and devising suitable plan as per Requirements and Affordability – Doing Good Business Responsibly• Creating & maintaining professional and interpersonal relationships with customers converting them into regular and returning customers• Conducting Monthly Performance Reviews with direct reports• Conducting Day Starts to set the tone for the day and monitor progress throughout• Conducting review with Management to measure targets and opportunities – biweekly and monthly & maintaining Management Information Systems (MIS)• Inventory review & replenishment• Contacting customers the next day to seek feedback of service provided – for service gap analysis and improvement opportunities• Conducting Recruitment activities

Pune, Maharashtra, India

• Managed Business Process Outsourcing processes for Business Transcription and Market Research (Kantar and Millward Brown)• Managing a team of 75 consultants and managers spread across Pune & Mumbai• Day-to-day activities included Stakeholder management, Client (Internal & External) management, Process Risk identification and mitigation• Initiating and monitoring Six Sigma projects including Green Belt, Yellow Belt, LEAN & Kaizen projects• Conducting quarterly Satisfaction surveys with analysis and interpretation of inputs for process improvement• Conducting Recruitment activitiesDeveloping Retention strategies like Job Rotation and Job Enrichment

Pune, Maharashtra, India

• Leading a team of 20 Medical Transcriptionists (MT) handling transcription services for approximately 160 medical professionals• Recruitment of new Medical Transcriptionists and Quality Checkers (QC)• Maintaining performance records for MT and QC personnel for monthly bonus calculations• Quality management for difficult dictations• Maintaining and updating Transcription templates as per Client specifications