Harold Manuel Email & Phone Number

Melbourne, Vic, Au

Humlebæk, Denmark, Dk

Adelaide , Au

Melbourne, Victoria, Au

Sydney, Nsw, Au

• Manage and coordinate the day-to-day operations of processing online orders that are submitted by customers, serving as second-in-command to the general manager, provide training, guidance and mentoring to team members.• Leading the day to day operations of online ordering, supply and logistics for a major telecommunications company resulting in 300,000+ sales orders per year and working collaboratively with partners on achieving the customer’s delivery promise.• Establish two processing centres in India consisting of up to 600 employees across the year, manage five direct reports who lead training, quality and the development of work instructions for these offshore centres as well as centres in Australia and the Philippines.• Responsible for the $11 million portfolio, provide insight and support into the management of the expenditure budget in accordance with annual volume forecasts.• Ensure the delivery of operational excellence, set operational metrics, review processes and systems to deliver improvements in accuracy, compliance, efficiency, customer experience and data governance and ensure that contractual conditions are met.• Identify, analyse and prepare the new system for upcoming sales initiatives to drive increase volumes of sales orders for processing, including consumer and small business orders, working with external Telstra product teams to ensure correct order processing.• Develop operational processes for same day delivery, click to collect and backordering handsets online from the ground up, driving the implementation of the programs and sourcing funding internally, improving business capability to handle large numbers of orders at new product launches.• Direct major handset launches and scale resources involved with these releases to align with forecasted sales.• Prepare reports and present to senior stakeholders on processing centre performance, highlight strengths and weaknesses to identify enhancements that can be made to the website.

Sydney, Nsw, Au

• Manage six different portfolios of online service and ordering for corporate customers, ensuring they meet customer needs and are easy to use.• Develop a comprehensive understanding of the existing technical environment, key business issues and drivers, and potential future technology requirements.• Provide leadership in evaluation, design and implementation of solutions to support strategic business requirements, including the new T Analyst online billing tool for Telstra’s corporate customers.• Work closely with the internal team as a subject matter expert to identify, develop and implement technical resolutions that satisfy customer requirements, facilitating the outcomes delivered by 1,000 account managers.• Develop high level plans, transformation programs and presentations, and lead customer focused presentations from technical to business level.• Create a Digital Ambassadors program for business contact centres, building relationships with contact centre management to develop an understanding of the business benefits of the program and promoting a need for the program to be adopted on an ongoing basis.• Assess, plan, develop and implement the project plans in conjunction with the provision of the solutions to technical and logistical problems.• Conduct presentations to corporate customers across Australia to enhance customer understanding of the online billing tool and how it will benefit their business.

Sydney, Nsw, Au

• Lead around 107 staff, including five team leaders, to manually migrate consumer customers from Telstra’s legacy billing platform to the new Siebel platform.• Manage the project to completion, reviewing the project in-depth to make adhoc cost estimates and schedule changes, ensuring that business objectives will be met.• Meet conditions of performance, review project progress on a daily basis, prepare internal and external reports pertaining to job status.• Develop strategies and processes to ensure team member adherence to changing company regulations and performance goals in order to migrate consumer customers over an 18-month period.• Work with and manage contractors to meet service agreements, deliver the transition whilst meeting technical requirements, and coordinate workflow for the internal team.

Sydney, Nsw, Au

Sydney, Nsw, Au

Sydney, Nsw, Au

Melbourne, Victoria, Au

• Being the business lead in driving the customer experience agenda with the delivery teams and working agile to produce customer experience benefits across the year. • Develop training programs, a 3-step certification process and quality framework to enhance the ability of agents to service customers and enable the quality team to evaluate productivity and quality of agent work.• Build and deliver the customer service strategy and model for the new Belong mobiles division, create a cost-effective digital experience for customer interactions.• Manage a team of around 50 project employees implementing complex solutions, present fortnightly to the senior leadership team to advise them of progress made on the mobile customer service strategy.• Create the contact centre model in the Philippines to service the mobile customers for Belong, ensuring they are properly trained with the ability to address a broad range of customer concerns.• Coordinate weekly, monthly and quarterly performance reviews alongside industry partner to improve the performance of Belong contact centres.• Oversee design and planning activities, control project schedules to ensure that project teams deliver all programs and solutions in accordance with project plans over a 6-month period.• Monitor day-to-day financial requirements for the mobile customer service portfolio, with responsibility for ensuring that the portfolio meets profitability and expenditure targets.

Project Management

Learning Performance/People Training

B, Business, Management, Marketing, And Related Support Services

Vce