Jeff Azzopardi Email & Phone Number

Melbourne, Victoria, Australia

Mulgrave, Victoria, Australia

Mulgrave, Victoria, Australia

At Group Four, we provide a professional and reliable service of building surveying to volume builders in Melbourne and Perth. It's all about people - making sure you can connect with them and have a positive experience. We encourage our team to be proactive and provide compliance driven solutions to clients.Building permits and inspections are our core service, complimented by a seamless, interactive and fast moving experience. We provide the 'next level' service in surveying, by providing applications that give you 24/7 access, results at the click of a button, instant occupancy certificates and so much more. Our customers are at the centre of our operations, and we continue to modify our service to ensure compliance without slowing down the building process.

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Australia

KEY RESPONSIBILITIES:Reporting to the GM Business Operation Centre and working closely with the Senior Leadership Team, I lead three customer service centres in Melbourne, Gold Coast and Sydney. The teams are responsible for the seamless transition of managing business connection orders to the nbn network. The teams support a broad range of RSP connection and appointment enquiries and ensure outstanding customer service to support growth.ACHIEVEMENTS:* Integrated Managed Order Enquiries Team into Business Operation Centre enabling business customer connection support for RSP order update requirements. Grade of Service >90% & First contact resolution >92%* Delivered High Value BTD scaling and glidepath achievement within project requirements* Implemented proactive resource modelling within Business Operation Centre Connections maximizing business connection output through tactical positioning of staff to the priority functions.* Established and implemented customer centric KPI’s aligned to strategic direction and organisation values

Lucknow St, Mitcham Vic 3132

Yarra Valley Water is the largest of Melbourne’s three retail water businesses providing water supply and sanitation services to over 1.8 million people and over 50,000 businesses in the northern and eastern suburbs of Melbourne.KEY RESPONSIBILITIES:Provide strategic direction and operational leadership to Commercial Customer Care. The role oversees the operation of various inbound customer contacts for YVW commercial services. The team is responsible for managing commercial agreements, a broad range of customer enquiries and ensuring outstanding customer service to compliance and growth.ACHIEVEMENTS:* Implemented and lead a New Plumbing Solutions program focusing on customer experience and solutions-oriented service for Trade Waste and Water Carter businesses. Increased agreement compliance by 42%* Established and implemented customer centric KPI’s aligned to strategic direction and organisation values

1 Nicholson St, East Melbourne, 3002

As National Customer Service Manager I am leading, motivating and developing my team to ensure customer retention and growth through the provision of exceptional customer service. Reporting to the GM Sales Operations and working closely with the Senior Leadership Team, I lead two customer service centres in Melbourne and Sydney. The teams are responsible for managing orders, a broad range of customer enquiries and ensuring outstanding customer service to support retention and growth.KEY RESPONSIBILITIES:• Identifying and integrating technical solutions to improve efficiency, reduce costs and create seamless customer experiences• Tightly controlling all operating costs to ensure compliance with expenditure budgets• Developing, documenting and maintaining operational processes for prompt and accurate handling of enquiries and orders• Facilitating a continuous improvement workshops and initiatives• Establishing and maintaining positive and effective stakeholder relationships• Establishing leadership coaching systems and frameworks to ensure continuous improvement in staff performanceACHIEVEMENTS:• Implemented and lead NPS program focusing on customer experience and customer retention across Ixom AU & NZ operations. Currently 21.5 NPS , up from 11.5 year-on-year and tracking higher than 16 NPS AU benchmark. • Initiated and project lead Optical Character Recognition (OCR) technology solution automating the order entry process to increase efficiency, reduce costs and improve customer experiences. Achieved ROI within 2.5 years, 10% headcount benefit and eliminated order entry errors.• Restructured Customer Service AU to align with Ixom industry segmentation removing duplication and inefficiencies• Established stretched Customer Service KPI's with a customer centric, organisational values and efficiency focus• Partnered HR and an external vendor to implement an online Ixom R&R program. Over 2000 recognition e-cards and 450 rewards provided.

271 Collins St Melbourne

Provide strategic direction and operational leadership to circa 150 FTE in Melbourne and Adelaide. The role oversees the operation of inbound customer contacts for Optus mobile servicesKEY RESPONSIBILITIES:• Develop management capability to ensure effective people leadership and coaching.• Create Optus customer advocacy through the delivery of brilliant customer experiences and reducing customer effort• Foster a positive centre culture that drives employee engagement to deliver exceptional customer experiences • Deliver change management initiatives enabling outstanding customer experiences and a reduction in unnecessary customer contacts • Forge effective stakeholder relationships• Forecast and manage operating expenses in line with Annual Operating Plan (AOP) budgetACHIEVEMENTS:• Flawless execution of Tier 2 strategy across Melbourne and Adelaide centres creating the highest Optus advocacy outcomes within Optus general enquiries and billing, globally. Current touch point NPS average is 61%. Up from 32%, 18 months prior.• 22% staff engagement upturn within 2 years. Achieved this result through decisive leadership, effective communication and change management delivery and listening to and resolving staff pain points.• Operational lead on a mobile 'drive to online' campaign focussing on reducing call traffic through converting customers to transact online. Increased online promotion rate from 6% to 34% and increased NPS by 17% for assisted walk through customer interactions.• Successful implementation of real-time customer escalations through change management delivery • Effective remote site leadership. 65% of my workforce operates interstate.• Highest overall agent Net Promoter Score (NPS) within Optus general enquiries and billing, globally.

271 Collins St, Melbourne

The role provides strategic direction and operational leadership to circa 120 FTE in Melbourne and Adelaide. The role oversees the operation for;• Web Chat and Email servicing for all Customer Products including mobile and fixed line services• The Support Administration function including Provisioning, Billing and Account Administration for all Customer Products KEY RESPONSIBILITIES:• Develop management capability to ensure effective people leadership• Created and established centre KPI’s aligned to the wider business objectives• Drive process improvement initiatives through the regular review of business processes• Establish and execute on 90 days plans/initiatives enabling a reduction in unnecessary customer contacts and improved customer experiences• Succession planning and career development of leaders and staff• Create Optus customer advocacy through the delivery of brilliant customer experiences and reducing customer effort• Foster a positive centre culture that drives employee engagement to deliver exceptional customer experiences • Forge effective stakeholder relationships• Forecast and manage operating expenses in line with Annual Operating Plan (AOP) budgetACHIEVEMENTS:• Headed the successful start-up of the Optus Customer Web Chat contact centre onshore in November 2010. A significant cost per serve reduction was realised through program and staff efficiencies. Web Chat NPS results far exceeded traditional contact centre NPS levels.• Achieved a 30% Email servicing volume reduction through the successful deployment of self- serve and web chat initiatives.• 78% centre engagement when the business was experiencing a downward trend. • Achieved my highest Upward Feedback result at 4.50. Up from 4.36 and 4.33 previously. Measure is out of 5.• Effective remote site leadership. 55% of my workforce operated interstate.

271 Collins St, Melbourne

• Partnered with Convergys India to deliver the Customer Support high volume and low value transactions offshoring strategy• Fastest speed to competency partnering an offshore vendor. Complimented by equal to onshore quality and issue resolution rates• Cost to serve benefits realised • Forged strong and effective vendor working relationships to deliver efficiency and favourable customer experience outcomes

452 Finders St, Melbourne

367 Collins St, Melbourne

• Implemented SMS technology within ACT to improve customer contact and reduce unnecessary installation visits (8 FTE’s saving) – April 2004• Lead steep staff growth from 91 to 165 FTE from Feb 2004 to Oct 2004

35 Albert Rd, Sth Melbourne