Kenneth Spence Email & Phone Number

Victoria, Australia

Echuca, Victoria, Australia

Echuca, Victoria, Australia

Melbourne, Australia

• Lead and Manage a Team of Schedulers who organize appointments for field staff across all divisions• Ensure all daily tasks within contact center are being completed whilst adhering to staff and management KPI’s / SLA’s• Manage allocations of all field technicians for scheduler to achieve KPI’s• Oversee reschedule / cancellation processes• Assist with recruitment of staff and current / future staff training and development• Forward plan workloads for all field technicians across all divisions to ensure their if sufficient work available in line with Management / Company SLA’s• Preparations of reports including day / week end KPI statistics for Management • Work with other departments (BDM’s / Management) to ensure there is sufficient workload available for the contact center staff to achieve their KPI’s which in turn will result in the Company SLA’s being achieved.Achievements• Introduction of Training Modules for all new staff• Changing the Contact Centre from a pure outbound to that one of a blended environment thus increasing staff KPI’s• Implementation of outbound SMS / Email contact to clients

Melbourne, Australia

Melbourne

• Digital Senior Account Management.• Responsible for optimizing new and existing client’s portfolios in relation to Keyword Research and Campaign Management utilizing Google AdWords / Analytics.• Strong understanding of Google AdWords and Google Analytics Tools to ensure client’s desired ROI’s are achieved• Monitoring current and forecasted industry trends across all relevant portfolios to ensure retention.• Active up-selling of products based on client’s needs and requirements.• Proficient in both PPC, SEO and all other forms of SEM.• Maintaining an AdWords (PPC) portfolio for Websyte Corporation which was 100% of overall PPC revenue annually and senior point of contact for all SEO clients. • Provide mentoring, training and guidance to junior SEM team members• Provide clients with recommendations to improve campaign performance, including new tactics & technology, landing page specifications, documentation, strategy and analysis for client websites.• Regular, timely and accurate maintenance and optimization of campaigns to ensure client and company objectives are achieved• Introduction of Training Modules for all new staff• Introduction of amended Client Service Protocols including Contractual Agreements for New Business Entities and Transfer of Ownership Agreements as well as standard Client Agreements.

Melbourne, Australia

• Lead a multi-level team including Call Centre Operators in Melbourne, and administrative staff supporting the Call Centre. Reporting to the Managing Director and part of the overall Senior Management Team of Well Done.• Providing end-to-end leadership, Management and co-ordination of Call Centre Operations and administration in Melbourne whilst assisting both the National and International sites.• Manage operational standards, including operator productivity, call statistics, client service level agreements, quality of call logs.• Maintain quality assurance of Customer Service Policies and Procedures to achieve excellence in customer service.• Supervise the Melbourne Call Centre staff life cycle, including all personnel matters, induction, training and supervisory skills.• Initiate periodical audits of the Melbourne call centre to ensure adherence to organisational and business unit policies and procedures.• Monitor customer action requests relevant to Melbourne Operations and transactions to provide management with diagnostic information on areas of concern and trends.• Human Resources Management for the Victorian Branch including recruitment / performance Management and strong focus on Service Delivery.• Plan and create succession options for each roles across the various teams.• Ensure all Team Leaders achieve and monitor KPI’s across their respective Teams.• Senior Account Management of all Victorian clients (Government and non-Government) Businesses.• Member of relevant Government Groups (LGPRO) for Customer Service ExcellenceAchievements• Implementation of new WFM procedures and software to turn the Well Done sites into a single virtual network

Melbourne Area, Australia And Jakarta, Indonesia

• Business Development of Local and International Corporate Clients mainly geared towards the Government Sectors and Large Enterprises • Retention of major clients by offering “Value Added” services• Create new products to sell from inception through to project management to completion• Analyze current market trends to gain a competitive edge ensuring products people want result in new business and retention and growth of current business• Manage the Customer Service, Service Development, National Provisioning Group and various other support teams within the Commercial Teams.• Point of contact between the EMT and all other Commercial departments• Support Link:Q Commercial (revenue building) team from Service Delivery to providing the adequate interface and liaison between the client and all relevant Link:Q departments• Plan, undertake and report on all key projects to improve service fulfillment performance and impact on revenue• Provide re-engineering system solutions, processes and procedures to optimize service delivery to internal and external stakeholders • Risk Management in the delivery of services and ensuring the transfer of this responsibility to the various teams• Plan and create succession options for each roles across the various teams• Ensure all Team Leaders achieve and monitor KPI’s across their respective Teams

Melbourne Area, Australia And Jakarta, Indonesia

• Lead, develop and coach the Customer Service team to ensure the achievement of set KPI’s and the delivery of best practice customer service• Manage the day-to-day operations of the Link:Q Customer Service team• Manage and implement the achievement of the team’s KPI’s• Identify and address opportunities to maximize customer commitment to Link• Regularly monitor calls for performance feedback and identify coaching requirements• Ensure all activities comply with the relevant Acts, legal demands and ethical standards• Drive staff accountability by communicating performance expectations• Identify training requirements based on coaching plans• Complete weekly, monthly and annual business reports and plans within a set time frame

Melbourne Area, Australia

• Problem solving all internal and external customer queries• Activating contracts in an accurate timely manner to ensure the Client Services team meet their financial and operational objectives• Processing all hardware (pagers), service and rental contracts accurately• Ensuring Order Fulfillments are actioned• Helping the Management Control team to ensure that all stock needs are actioned whilst keeping the outgoing inventory at an adequate level• Reporting on all issues relating to the maintenance and replacement of equipment (pagers)• All tasks completed comply with the relevant Acts, legal demands and ethical standards

Melbourne, Australia

• Implement all new services in an effective and efficient way using our in house software• Develop solutions which will meet the clients needs and Link:Q’s profitability guidelines by working with the sales staff• Manage post establishment customer issues through to resolution• Assist all sales staff in their understanding and preparation of solution proposals by offering appropriate products and service that will benefit the customer• Develop relationships with customers that are perceived by both parties as being long term and fruitful• Ensure all services are established with the customer’s requirements and adhere to Link:Q standards, policies and procedures• Meet with clients in circumstances that require development involvement• Develop an in-depth understanding of each customer’s business needs and goals so as to advocate products and services that will be most beneficial to the customer• Provide feedback to the Contact Centre where services can be operated more efficiently

Melbourne Area, Australia

• Took various inbound calls from a range of products including DA (Directory Assistance) to Personal Message Services, Business Message Services, after hour Council calls, through to more complex answering solutions• Specialized in Victoria Tourism which is a customized service with a specific few agents who handle these calls.

Melbourne Area, Australia And Echuca / Moama

• Supervise and oversee fast paced, high-pressure warehouse maximizing efficiency• Oversee and co-ordinate production of pallets for Devondale• Meet weekly deadlines and targets, working within time restraints daily• Manage, supervise and lead a team of 4 warehouse staff• Prepare weekly reports and submit to Director• Order equipment (procurement) and tools, liaising and negotiating with suppliers• Maintain a daily inventory of materials• Complete paperwork and undertake general clerical duties

Education record

Ba International Studies