Lucus West Email & Phone Number

Gold Coast, Qld, Au

Surfers Paradise, Queensland, Australia

AutoGuru has grown to be Australia’s leading marketplace, connecting customers with thousands of automotive businesses throughout Australia. Our technology also powers fleet maintenance approvals and payments for some of Australia and New Zealand’s biggest fleet management organisations. We have partnered with some of the biggest brands online to use our technology to power their service and repair booking experiences. • Scaling operations: Built and led a multi-disciplinary team across Training & Recruitment, Customer Service, Customer Experience, Fleet Services, Membership Sales, and Account Management.• Driving growth: Spearheaded business plans, strategies, and project implementation for new products, services, and website improvements.• Fostering innovation: Championed a shift from a commission-based to a subscription-based business model, transforming the company into a SaaS marketplace.• Improving operational efficiency: Transforming AutoGuru from a high-touch, heavy human-reliance service business into a streamlined 'Customer Self Service' business, which is more scalable and cost-efficient, delivering better outcomes for our team and customers.• Collaborating cross-functionally: Worked closely with C-level executives, marketing, tech, and finance teams to ensure seamless project execution.A results-oriented leader with a proven track record in:• Team building and development• Strategic planning and execution• Process and system optimisation• Change management• Data-driven decision-making

Surfers Paradise, Queensland, Australia

Further developed the capabilities within the Operations Team with a focus on scalability and succession planning to ensure continuity as we expanded our products and services. • Unified Operations Team: Transformed our contact centres into an efficient operations team to enhance communication and streamline processes for both B2C and B2B customers. • Enhanced Team Structure: Implemented clear roles and responsibilities, empowering team members to deliver exceptional customer experiences. • Scalable Operations: Streamlined processes and scaled the team to accommodate growth, positively impacting the entire company. • Customer Success Focus: Established a dedicated Success Account Manager team in operations to provide tailored support and drive customer satisfaction for B2B clients. • Product Innovation: Launched innovative products and services to attract and retain new customers, resulting in a 300% increase in active automotive members.

Gold Coast

I joined AutoGuru as we launched our first large-scale media branding campaign. Creating and leading high-performing Inbound/ Outbound Customer Service teams to deliver exceptional customer experience and meet SLAs. • Team Development: Implemented scalable training and onboarding programs, doubling team size while maintaining quality.• Process Optimization: Streamlined processes, improving efficiency and productivity.• Data-Driven Insights: Utilized data analytics to identify trends and inform strategic decisions.• Successful Launch: Successfully supported the launch of our first TV commercials, ensuring the team was equipped to handle increased demand.• Continuous Improvement: Implemented new reporting, pay plans, and performance appraisals to drive team growth and engagement.• Revenue Growth: Contributed to over 50% growth in calls and bookings within the first 6 months.

Scheduling and Rostering Lead - Project managed the teams who were responsible for managing scheduling and rostering for 15,000 Volunteers and 1,500 staff for the Commonwealth Games. This project consisted of creating the process for the business to follow and implementing the delivery across all functional areas. Duties:Consulted with over 60 different functional areas to ensure tight deadlines were met.Created training material and system guides for the business to use.Developed internal and external communication including e-mail content and FAQ’s.Maintained day to day operations of the Scheduling & Rostering Team.Provided regular presentations to the business with updates on the progress of the project.Worked with the systems team on creating reporting to provide guidance and updates to Management.Trained the business on guidelines and policies for working and volunteering at the games.

Gold Coast

Worked on the opening of the Volunteer Contact Centre and the Commonwealth Games General Enquiry Contact Centre. Both contact centres were located in one area and consisted of approximately 50 Forerunner volunteers who handled the volunteer program and 2 paid staff who handled all general enquiries. Managed inbound and outbound call handling also the e-mail ticketing system through Zendesk.The Volunteer Team assisted with generating over 47,000 volunteer applicants for the Commonwealth Games. The contact centre was the central hub for all volunteer enquiries and was manned by volunteers. Duties:Worked on building a positive culture to ensure engagement and commitment from the volunteers.Created and implemented training material and policies for both teams.Liaised with the relevant departments to ensure accurate information was provided in a timely manner. Regularly provided reporting to management on the IVR stats and email ticket enquiries.

Gold Coast

Responsible for managing operations for all outbound marketing call centres. Our business function was to generate qualified guests to the sales sites throughout the South Pacific either through appointment setting or through Mini-Vacation sales. The Outbound sales team consisted of 3 departments including the internal outbound appointment setting team, external vendor outbound appointment setting team and the internal Mini-Vac sales team. Duties:Operations Manager for 2 internal centres and 2 external centres in the Philippines with over 80 staff.Managed the business relationship with all Vendor partners including agreements and invoicing. Worked with finance and business analysts to manage all cost and production budgets for 3 departments.Delivered weekly and monthly reports to senior management.Document and process creation for standard operating procedures and training collateral.Growth and development of direct reports through mentor programs and performance initiatives.Involved in staff recruitment and performance management.Quality assurance of call handling including complaint resolution.Responsible for rosters and shift changes for all staff, Team Leaders and Supervisors.Key Achievements:Increased staff retention by 50% in 2016 through education and programs aimed at growing the leaders.In 2015 the department delivered 110% of the production budget and reduced operational costs by 5%.

Gold Coast

Managed operations and the relationship with all external Vendor call centres located in the Philippines and India. The Vendor department focused on appointment setting and was responsible for delivering cost efficient guests to the sales sites across Australia and New Zealand.Duties: Responsible for sourcing new Vendor partners, contract negotiation and project managing the start-up.Created all training material, facilitating the onsite start-up training and the campaign launch.Managed production budgets and costs for at times up to 10 different Vendor partners.Conducted call monitoring and agent coaching through various forms of training.Designed and regularly trained all standard procedure manuals.Key Achievements:Implemented initiatives that increased the show rate by 15% for appointments set to attend a presentation.Increased production from a 15% deficit in 2012 to 39% above budget in 2014.

Gold Coast

Leading the QA, Training and Recruitment Team which consisted of 5 staff members who were responsible for the related duties of all Marketing call centres including Outbound, Inbound and Mini-Vacation Sales.Duties:Coordinated quality assurance coverage for over 120 staff to ensure compliance targets were met. Liaised with all Managers and Team Leaders to ensure training requirements were met and KPI’s achieved.Worked with management on their recruitment needs so that all call centres were adequately staffed.Assisted staff retention through developing induction and training programs to help settle new staff. Liaised with HR to post successful job adverts on Seek or equivalent job sites.

Gold Coast

Responsible initially for the internal call centres, the role then shifted focus to QA and training with external call centres in India, Philippines and New Zealand.Duties:Responsible for auditing calls to ensure compliance and training to up-skill and maintain production.Managed all scripts and training material by working with the legal team and campaign management team. Key Achievements:Through training and staff development, increased the show rate by 15% decreasing costs by 7%.