Jayne Bennet Email & Phone Number

Australia

Leading the RSPCA NSW Shelter and Clinical teams across the state to deliver strong transformational leadership of their systems, procedures, and people, to drive improvements in efficiency, and internal competencies, and to drive a compassionate performance culture. Supporting the strategic direction of the organisation while being a hands-on leader and being autonomous in driving projects as not just the leader but a doer as well.• Designed leadership journeys: Mapping common leadership pathways within the organisation using Human-Centred Design practices.• Defined critical leadership experiences: Identify the experiences and capabilities that drive engagement, effectiveness, and leadership impact.• Created and Evolved leadership framework: Aligned it with cultural values, external best practices, and high-performance standards.• Enhanced leadership development programs: Managed and elevated Step In and Step Up programs in line with evolving leadership journey opportunities.• Developed assessment processes: Identified and nurtured high-potential leaders through effective leadership assessment and selection.• Cultivated continuous leader feedback: Created a culture of self-awareness and situational leadership through ongoing feedback.• Created bespoke engagement opportunities: Inspired leaders, developed teams, and foster effective coaching through tailor-made engagements.• Designed a flexible framework: Cultivated healthy leadership teams, adapting to unique circumstances across the shelter and clinics.• Developed comprehensive reporting: Showcasing leader capabilities, effectiveness, and potential for management and governance.

Australia

Leading my teams to drive effective collaboration with customers, internal stakeholders, support groups, and vendors to promote Datacom as a trusted technology partner and continuously improve the end-to-end customer service delivery experience. Drive operational and strategic growth requirements while working collaboratively with multiple internal teams across the Datacom business to ensure defined performance levels are met and new customers’ requirements are delivered effectively.• Develop deep, long-term “trusted partner” relationships with senior customer stakeholders and an intuitive, intimate understanding of each customer’s operational and strategic needs.• Actively participate and contribute to the development of the core customer success capability as an integral component of the wider strategic service model.• Provide subject matter expert consultation on service to customers, positioning Service and Capability Management (SCM) as a professional service and driving the year-on-year increase in the sale/adoption of SCM.• Jointly participate in the definition and delivery of the key initiative’s roadmap for the team• Providing active coaching, mentoring, and support to the wider SCM team members and direct support/2IC for the broader Team Leads in Datacom•Institute Service Governance across allocated portfolio, ensuring a detailed understanding of commercial requirements, and contract obligations.

Australia

Sydney, New South Wales, Australia

Responsible for managing a team of Client Relationship Managers (CRM) based throughout Australia, Philippines & USA• Create a vision that motivates and inspires direct reports to 6 Australian, 5 US, and 1 Philippines based Client Relationship Managers (CRM) who are supporting 50+ clients equating to 5,000+ employees across 12 locations globally in supporting multiple lines of business and industry verticals and languages• Provide direction to ensure CRM’s can execute their own positions, and hold team members accountable for following through with their duties - rewarding and performance management where necessary• Nurture the continuous improvement mindset, collaborating with the team to evaluate, develop, and implement the use of new processes and tools that will standardize the way our client services team manage their portfolios• Support and demonstrate Acquire BPO’s core values and leadership principles to encourage employee engagement and interactions with work from home set up • Supporting and influencing departmental heads from quality assurance, automation, change control, learning and development, workforce management, and people and culture • Responsible for the P&L and contributing to the revenue by up-selling automation, chatbot, learning and development and ensuring compliance with existing contracts • Management of all commercial aspects including price increases, contract variations (new lines of business, value add products and services), and renewals for existing client’s portfolios. Proactively find ways to support the re-signing and growth with all current clients year over year • Nurturing and fostering the relationship between stakeholders from regular touchpoints and formal business reviews (WBR, MBR, QBR & ABR’s)

Sydney, Australia

Principal Product Designer within the Unify team based in Sydney, Australia. Responsible for lead end-to-end product design through discovery, framing, and iterative development and collaboration workshops. Working closely with a team of Engineers, Product Managers, and other subject matter experts.• Product strategy – design and deliver compelling short and long-term product roadmaps aligned with the business strategy• Product delivery – work collaboratively with engineering and user interaction designers to develop and deliver high-quality, compelling products that fulfill the vision & strategy• Customer Engagement – assist senior management, support, and engineering on key customer & partner issues to improve total customer experience• Cross-Functional Collaboration – develop, facilitate, and drive cross-functional initiatives & alignment with key partner organizations, including engineering, product managers, service, and partners

Sydney, Australia

Senior Client Relationship Manager based in Sydney, Australia, responsible for client satisfaction, communications, revenue growth, and cross-selling Acquire BPO products and services to a dedicated portfolio of customers• Client advocate for six dedicated programs with a financial portfolio within the millions in revenue per month, with a monthly seat count of more than 4,300 across locations within Manila • Led a collaborated dialogue with clients, business stakeholders, and subject matter experts to develop the implementation of special project plans tailored to manage complex and dynamic needs and changes across my portfolio• Forecast and track key account metrics, to ensure a strong focus is on revenue growth with each account within the portfolio • Create and conduct formal business reviews (WBR, MBR, QBR & ABR’s) with key client stakeholders within the portfolio

Tampa/St. Petersburg, Florida Area

Head of Customer Experience (USA, Philippines, Dominican Republic & Australia) based in Tampa Florida & Sydney, Australia, responsible for the management of onshore (USA) contact centre’s, and offshore outsourced (Manila & Santo Domingo) contact centre’s•Responsible for the strategic planning, development, management and financial performance of all local and internationally operated call centre’s across all Aggregato Global owned centre’s - Red Bull MOBILE, Motion Telecom, Australian Telecom, Access Phone Cards, Motion International, Call Plus & Krush Communications•Direct management of support teams that consisted of 14 direct reports and 150 staff across multiple locations (Manila, Tampa, and Santo Domingo) of customer service and quality assurance teams performing multilingual sales and support calls for a wide variety of international clients (including Chinese, Mandarin, English, and Spanish). Supported the development and implemented of bilingual customer experience to improve customer satisfaction while reducing call centre costs•Implemented employee recognition program’s measurably improving staff morale and performance•Directed a wide array of on-going business development projects including outbound (consumer and small business), inbound, wind back, and loyalty retention programs•Monitoring of competitor activity and local conditions to ensure competitive standing within the market, Commercial negotiation, and set up of additional international outsourced contact centers and suppliers•Developed and managed the implementation of a Change Control Process across the USA, Philippines, and Australia for multiple business units, languages, and systems

Sydney, Australia

Customer Service & Resolutions Manager based in Sydney, Australia, responsible for the restructure & re-builds of Customer Service, Technical Support and Customer Relations teams, including offshore outsourcing of contact centre and back-office functions•Responsible for the day-to-day management of the Customer Care, Technical Support, and Customer Relations’ teams •Stabilisation of the onshore customer service team through restructures performance management and talent acquisition. This saw a 48% improvement in the customer service and technical support teams SLA within the first 3 months•Business Owner of regulatory relationships - TIO and Fair-trading seeing a reduction in TIO fines by $40,000 within 3 months of ownership. Resulting in the TIO recognition and request to case study the improvement in service•Introduced proactive leadership team meetings resulting in a complete site culture change•Vendor selection to outsource contact center and the daily management of the outsourcing to the Philippines

Sydney, Australia

Operations Manager based in Sydney, Australia, responsible for the management, motivation, and development of the front-line supervisory staff responsible for the day-to-day performance of the operations teams. Ensuring Key Performance Indicators (KPIs) and company performance expectations were met and continuously improved upon• Designed and deployed several highly successful inbound and outbound campaigns from the ground up, managing all aspects of the projects including Sales, Customer Support, Client Services, Operations, and Quality Assurance• Directed a wide array of on-going business development projects including outbound (consumer and small business), inbound, wind back, and loyalty retention programs•Designed and implemented extensive employee incentive programs resulting in improved productivity and higher call quality scores• Designed, established, and implemented the customer self-service portal through the company website• Conduct market research surveys to seek feedback on sales and after-sales service to assist with the development of new products, plans & services including financial implications

Sydney, Australia

Corporate Account Manager based in Sydney, Australia, responsible for the day-to-day management of the company’s corporate accounts. This includes delivering a highly proactive, reactive, and responsive account management service and building strong and trusted relationships with clients• Management of large corporate accounts• Training of field sales, customer service, and account managers• Assisting & developing new plans & services• Customer analytics • Accounts receivable of all large corporate accounts• Management of POS material for all retailers

Sydney, Australia

National Customer Service Manager based in Sydney, Australia, providing leadership and management to the business. Responsible for the day-to-day running of various departments. Focused on developing programs that deliver efficiencies and playing a leading role in the mobilization, development, and implementation of robust operational processes• Development, & management of the customer service, data entry, accounts receivable & administration teams• Converting state and or national plans into monthly objectives for all departments within each branch• Managed evaluated management practices, training & development programs, & leadership principles throughout branches across Australia• Managed sales, promotional events & sponsorship deals

Castle Hill, New South Wales, Australia