Justin P. Email & Phone Number

Brisbane, Queensland, Australia

Leading a 40+ workforce, 7 days per week operations of Art Union Fundraising Contact Centre functions, including Retail (open homes), Data Processing, Administration Teams, and Corporate Reception. Supporting and enabling front-line team members to exceed all Service, Sales, Donations and Governance KPI’s aligned to 10 Prize Home and 6 Prestige Car Draws each calendar year. All proceeds go to Kids Helpline, Australia’s only free national 24/7 service.

Brisbane, Australia

Leading a strong diverse team responsible for partnering across multiple service streams to execute the customer and employee engagement framework. Supporting and enabling front-line team members in Residential Aged Care, Home Care, Retirement Living, Housing, Children, Youth, and Family Programs, including Volunteer Engagement and Student Placement Programs. Overall, the creation of defining moments for both customers (15,000) and employees (4000). Key responsibilities include customer segmentation, customer profiling, customer journey mapping, voice of customer programs, channels of engagement, data analytics, process mapping, policies, continuous improvement protocols, employee engagement, customer service training, and key performance indicators. Custodian of all relatable measures, comprehensive frequent reporting, business development, change and project management, validation assessment for business cases, and subject matter expert to support making informed decisions centred around the customer and employee.Comms and Marketing Group, Jan 2022 - presentPeople and Culture Group, July 2020 - Dec 2021Business Transformation and Innovation Group, July 2019 - June 2020Sales and Customer Delivery Group, July 2017 - June 2019

Brisbane, Queensland, Australia

Responsible for business transformation related to the design of a corporate strategy that included governance, quality, business growth, partnerships, and customer transformation across South East Queensland for Residential Aged Care, Home Care, Allied Health, Child Care, Oz Harvest, and Career Keys (RTO). Key responsibilities were establishing new business partners and agreements for lead generation, designing and implementing new process development and systems, reviewing and applying a change to Omni-channels, developing and rolling out customer service training documentation, including custodian of the Voice of Customer program, and driving optimization for sustainable cost-saving initiatives for an effective ROI.

Sydney, New South Wales, Australia

Responsible for managing all business operations and business growth. Provided Business Process Outsourcing (BPO) solutions and Business Intelligence (BI) consultancy services. Clients included Yamaha Motor Australia, Gloria Jeans, Investment Property Masters, and Victoria Emergency Information Line (Advisory Board Member).

Sydney, Australia

Responsible for the consultative development of the customer service teams of multiple organizations. Key attributes included overseeing service streams across 3 brands. In addition, customer transformation programs, people and culture initiatives, customer experience and service standards, coaching practices, and performance growth within contact centre environments. Volvo Cars Australia, Peugeot, and Citroen located in Sydney NSW outsourced their customer functions: workforce, systems, and performance deliverables to Percepta. Customer Service Managers reported to me whilst focused on continuous improvement to relevant customer touch-points associated with Omni-channel, processes, technology, and measures, including after-sales where the primary focus was quality of customer engagement, retention, and loyalty schemes.

East Brisbane

This 6-month contract had the responsibility to project lead, design, and implement a 10-seater contact centre, telephony infrastructure, and systems, refined Omni-channels, call scripting/ training, customer experience/ engagement lifecycle analysis, recruitment and performance management framework design including relevant policies and procedures.

Darra, Brisbane

Responsible for the day-to-day business operations and business development in Australia whilst leading a strong customer service team, including warehouse logistics distributing naturopath products produced around the world to over 10k Australian Young Living Members frequently per month.

Southbank, Brisbane

Responsible for the operation, profit and loss, and performance of the largest event ticketing in Queensland, QTIX a subsidiary of QPAC. All QTIX teams were under my leadership as they included box offices, call centre, group sales, subscriptions, events, and contracts/ agreements.

Milton, Brisbane

Milton, Brisbane

Milton, Brisbane

Milton, Brisbane

Milton, Brisbane

Euston Square, London Uk

Advanced Call Centre Management Certificate, Distinction

Advanced Certificate In Change Management, Distinction

Btec National Business & Finance Diploma, Distinction

Btec First Business & Finance Diploma, Distinction