Jason Frey Email & Phone Number

Botany, New South Wales, Australia

KEY PERFORMANCE AREAS• Effectively lead and manage the Customer Service team• Assist with the implementation of new ERP system for order entry and all other facets that tagalong (imports/order platforms ect)• Work closely with Logistics and Sales to anticipate where additional communication toconsumers and customers are required.• Develop and drive system/process considered best practice for our customer function• Oversee the Applications Brasserie team only… Show more KEY PERFORMANCE AREAS• Effectively lead and manage the Customer Service team• Assist with the implementation of new ERP system for order entry and all other facets that tagalong (imports/order platforms ect)• Work closely with Logistics and Sales to anticipate where additional communication toconsumers and customers are required.• Develop and drive system/process considered best practice for our customer function• Oversee the Applications Brasserie team only until this function is moved to report into HOApplications Manager.• Oversee Data Entry (Business Central/Breadboard)• Order entry when required• Accounts Management• Manage all staff function including rostering / leave ect• Monitor the customer service processes and provide ongoing improvements including ordercut-off times, delivery schedules and lead times• Resolve difficult issues regarding customer complaints whilst maintaining company reputation,these include scheduling, delivery delays and product recalls.• Manage the alignment of order processing and order fulfilment ensuring it is meeting withcustomer needs.• Lead, coach, develop, train the customer service team by providing operational direction andadvice• Ensure legislative requirements are met and communicated effectively (labelling, packaging,advertising)• Comply to Company Code of Conduct principles, HACCP and Food Safety guidelines• Prepare and manage Rosters and leave approvals via Humanforce Show less

Sydney, New South Wales, Australia

The role of managing the Customer Care Centre involves overseeing the centralised support function for parking environments within our living destination (Westfields). The primary responsibility is to ensure the delivery of a consistently high standard of customer service to enhance the overall experience of our living destinations.• Lead the delivery of our service promise, setting priorities and aligning goals across the teams.• Manage day to day call centre operations maintain… Show more The role of managing the Customer Care Centre involves overseeing the centralised support function for parking environments within our living destination (Westfields). The primary responsibility is to ensure the delivery of a consistently high standard of customer service to enhance the overall experience of our living destinations.• Lead the delivery of our service promise, setting priorities and aligning goals across the teams.• Manage day to day call centre operations maintain and drive agreed business KPI's and SLAs on time and on or below budget.• Identify, develop, and implement opportunities for process improvement to ensure best practice is applied the full field operations.• Motivate, coach and mentor 4 direct report and 65 indirect team members to ensure excellence and effectiveness in their roles.• Maintaining and ensuring the business operations risk are minimised and staffing fluctuations.• Engaged regularly with centre teams and new partners to build and sustain working relationships.• Provide and review reporting on Customer Care Centre operations.• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.• Rostering and maintaining an orderly workflow according to priorities and call volume.• Inspire team to constantly implement initiatives to drive stakeholder management.• Review and report on Customer Care Centre monthly P&L’s• Provide and review accurate reporting on Customer care centre operations.• Provide critical performance feedback to supervisors and customer care operators.• CCTV Monitoring Show less

Sydney, Australia

My responsibilities extended to conducting effective quality assurance call coaching, meeting and exceeding customer connection targets, and providing timely reporting. I handled one-on-one coaching and training sessions, managing on-call faults and emergencies in QLD and NSW. Collaborating with field crew, internal stakeholders, and third-party contractors was integral to my role.Directly overseeing the retail staff on the front lines, I ensured daily management and actively worked on… Show more My responsibilities extended to conducting effective quality assurance call coaching, meeting and exceeding customer connection targets, and providing timely reporting. I handled one-on-one coaching and training sessions, managing on-call faults and emergencies in QLD and NSW. Collaborating with field crew, internal stakeholders, and third-party contractors was integral to my role.Directly overseeing the retail staff on the front lines, I ensured daily management and actively worked on customer retention strategies. This involved in-depth analysis of customer churn and the development of targeted retention campaigns. Throughout my tenure, I consistently demonstrated a commitment to enhancing Altogether's customer experience.Key Achievements: Efficiently held responsibility for diverse and varied areas such as campaignmanagement, online help centre management and administration. Successfully provided exceptional customer experience across allcommunication channels and was strongly involved in the day-to-day supportof Altogether retail customers and stakeholders, as needed. Effectively and consistently offered solutions that were beneficial both for thecompany and the customer. Show less

St Leonards

In my capacity, I consistently showcased a profound understanding of the entire product range, establishing effective face-to-face interactions with retail customers to discern their needs. Engaging with designers, architects, and developers as required, I built essential relationships to support business objectives.My accomplishments included not only securing repeat clientele but also generating new business through the delivery of excellent customer service. As a representative of… Show more In my capacity, I consistently showcased a profound understanding of the entire product range, establishing effective face-to-face interactions with retail customers to discern their needs. Engaging with designers, architects, and developers as required, I built essential relationships to support business objectives.My accomplishments included not only securing repeat clientele but also generating new business through the delivery of excellent customer service. As a representative of the company, I played a key role in developing new relationships with both external and internal business partners. Finally, I excelled in securing sales and adeptly coordinated the efficient delivery of large volumes of products, ensuring customers received their goods in a timely manner.Key Achievements: Continuously maintained the highest gross profit margin over the last sixmonths. Effectively worked with key designers to design dream bathrooms for theircustomers. Successfully achieved over successive months the highest sales achievementresults for the region. Exceeded KPIs results over the last quarter achieving $124K in the first half &an additional $167K in the last two months. Show less

Tempe

In this role, I played a pivotal part in leading and impeccably executing the IKEA Business Action Plan. Through collaborative efforts with the commercial team and local marketing, I leveraged my understanding of customers, our product range, the local market, and competition, tapping into the collective experience and expertise of my colleagues.Demonstrating a keen insight into local businesses and their customer needs, I crafted strategies that not only increased revenue but also… Show more In this role, I played a pivotal part in leading and impeccably executing the IKEA Business Action Plan. Through collaborative efforts with the commercial team and local marketing, I leveraged my understanding of customers, our product range, the local market, and competition, tapping into the collective experience and expertise of my colleagues.Demonstrating a keen insight into local businesses and their customer needs, I crafted strategies that not only increased revenue but also significantly enhanced the overall customer experience. Regular staff appraisals and performance reviews were part of my routine, ensuring a motivated team aligned with IKEA's core values. A primary focus was to heighten consumer awareness of business market opportunities at IKEA.I maintained a commitment to delivering a seamless customer experience, reflecting IKEA's core values. Efficiently managing staff within the business unit, I fostered motivation and teamwork. Individual performance reviews were conducted regularly, supplemented by arranging additional professional training as required. Additionally, I effectively represented the company, fostering new relationships with external and internal business partners.Key Achievements: Successfully staged an office for a photo shoot on a major business campaignfor ‘Smarter Business Ideas’ magazine as this project had the potential formajor growth. Closely worked on several projects and successfully enhanced IKEA productto business customers. Secured new ongoing major accounts leading to continuous return purchasingof over $2.5 million in revenue. Achieved in the first year a growth in the business unit from $90K a month insales to $300K a month in sales. Ensured that IKEA Business was prominent in the store leading to growth inrevenue of an average of 15 percent. Effectively established the IKEA store as the first destination for furnishingbusinesses in my local market, by optimising IKEA business sales and Show less

Mascot

Within this role, I demonstrated proficiency in conducting quarterly updates and reviews with corporate accounts, meticulously ensuring compliance with market share targets and contractual obligations. Through strategic negotiation and adept implementation, I successfully executed corporate deals, overseeing portfolios of clients with substantial spending.A key facet of my responsibilities involved representing Qantas with a high level of professionalism at expos and travel shows… Show more Within this role, I demonstrated proficiency in conducting quarterly updates and reviews with corporate accounts, meticulously ensuring compliance with market share targets and contractual obligations. Through strategic negotiation and adept implementation, I successfully executed corporate deals, overseeing portfolios of clients with substantial spending.A key facet of my responsibilities involved representing Qantas with a high level of professionalism at expos and travel shows. Additionally, I hosted corporate events, fostering an environment conducive to relationship-building with clients and agents. My commitment to delivering exceptional customer service was evident in my efficient handling of breakdowns, addressing issues promptly to maintain client satisfaction.I took charge of managing corporate Requests for Proposals (RFPs), Small and Medium-sized Enterprise (SME) agreements, and actively pursued new business leads to drive growth. My track record includes not only winning sales awards but also receiving recognition for outstanding customer service. I leveraged analytical skills to assess performance metrics, using insights to develop and implement effective marketing campaigns.Key Achievements: Highest corporate deals won in 2011-2012. Nominated for a customer excellence award. Achieved the highest incremental revenue achievement in 2011-2012. As a highly valuable team member, was transferred into an acting TeamLeader role. In the first two years achieved a total of 32 new corporate accounts increasingrevenue by around $18.1 million. Show less

Seven Hills

Sales ManagerIn this role I managed and developed new accounts. I regularly provided oral andwritten presentations, as needed. I was engaged in tracking activities of competitorswithin the region. My task was to conduct various analyses and regularly resolvedproblems for key accounts. I consistently met with customers to determine theirbusiness needs and requirements. Finally, I represented the company and successfully engaged in developing new relationships at trade… Show more Sales ManagerIn this role I managed and developed new accounts. I regularly provided oral andwritten presentations, as needed. I was engaged in tracking activities of competitorswithin the region. My task was to conduct various analyses and regularly resolvedproblems for key accounts. I consistently met with customers to determine theirbusiness needs and requirements. Finally, I represented the company and successfully engaged in developing new relationships at trade shows.Office Warehouse ManagerIn this role I engaged in management of stock control. I conducted staff performancereviews, as instructed. I also efficiently managed the day-to-day operations of thebusiness. My task was to successfully manage a team of eight staff members invarious positions within the company. Finally, I was effectively tasked with payroll aswell as recruitment of new staff members for both the office and warehouse.Key Achievements: In 2011, successfully won a significant new account contract worth $100,000per annum. Credited with introduction of visual concepts to our customers using the latesttechnology. In 2009 and 2010 exceeded sales target by 35% and successfully increasedrevenue in the overall targets of the business. Show less

Various Locations

I&C GAS CONNECTIONS MANAGERIn 2002, exceeded sales budget by $1 million. This was recognised with AGL Winning Ways Award for superior customer service in sales achievement.Successfully negotiated and resolved conflict situations involving difficult customer issues.Ability to respond to urgent critical gas supply situations with empathy.Managed and tracked customer complaints enabling specific problem areas to be pinpointed and improved. Focused on… Show more I&C GAS CONNECTIONS MANAGERIn 2002, exceeded sales budget by $1 million. This was recognised with AGL Winning Ways Award for superior customer service in sales achievement.Successfully negotiated and resolved conflict situations involving difficult customer issues.Ability to respond to urgent critical gas supply situations with empathy.Managed and tracked customer complaints enabling specific problem areas to be pinpointed and improved. Focused on developing strong connection with each customer with specific interest in their business needs.Trained and supported the sales team.Communicate and influence prospective customers, plumbers, energy consultants and Engineers to convert their existing business from electricity, LPG and diesel to natural gas, as well as for new sites.Negotiate on their behalf with the network company to arrange quotations, once offer has been accepted by the customer to expedite their connection to natural gas as quickly and conveniently. MANAGER OF FAULTS AND EMERGENCIESOperating on a 7 day roster managing the faults and emergency team.Emergencies relating to power infrastructure (poles, wires, meters, power outages, etc.) or gas (gas leaks or other emergencies)Looking after 4 states (ACT, NSW, VIC and SA) for all gas and electricity emergencies.Dealing with customer outage issues ACTING TEAM LEADERLead and develop a team of 15 Customer Service Consultants.Maintain a strong client focus to ensure effective delivery of AGL values.Set clear objectives for team results, and individuals to ensure outstanding results, through one on one development, group sessions and quality assurance checks.Conflict resolution and handle complaints effectively.Conducting one on one performance reviews. Show less

Education record

Education record