Marshall Richardson Email & Phone Number

Brisbane City, Qld, Au

Australia

Sydney, New South Wales, Australia

Sydney, Australia

Key Accountabilities:• Dual management of training facilitators and quality assurance administrators across 5 locations in Australia and New Zealand• Maintaining consistent performance in speed to competency and quality of outcomes in a high volume telesales environment for all new starters through an academy style learning program• Strategic overview and implementation of ongoing training for sales staff to increase ROI month on month• Achievement of business metrics across… Show more Key Accountabilities:• Dual management of training facilitators and quality assurance administrators across 5 locations in Australia and New Zealand• Maintaining consistent performance in speed to competency and quality of outcomes in a high volume telesales environment for all new starters through an academy style learning program• Strategic overview and implementation of ongoing training for sales staff to increase ROI month on month• Achievement of business metrics across training, quality assurance and compliance streams• Creating and implementing the training strategy across the business sales team• Designed and lead the implementation of a quality assurance strategy to lift performance across the business• Strong understanding of excel and data to build and maintain robust reporting• Working with the business risk team to build and implement a compliance strategy for business sales encompassing all levels of the department• Implementation of leadership training strategies to upskill the sales leadership group and promote continuous improvementKey Achievements:• Took the academy through a challenging transformation, delivering world class content and structure while halving the investment• Designed and implemented a 3 week, end to end training package to deliver a soft skills and product training for inexperienced sales recruits • Built a quality assurance program from the ground up to assist frontline leaders and senior managers target coaching and development in their teams • Trained and developed a team of trainers into L&D professionals Show less

Sydney, Australia

● Management of a multi brand/multi channel support team across two locations in Sydney and the Philippines, including off site agents within a startup environment. ● Achieve service metrics across multiple inbound and outbound streams for both Businesses and Customers. ● Implement new technologies that improve efficiencies within tight budget constraints. ● Liaise with the product team and developers to provide real time feedback on the platform and app, driving constant… Show more ● Management of a multi brand/multi channel support team across two locations in Sydney and the Philippines, including off site agents within a startup environment. ● Achieve service metrics across multiple inbound and outbound streams for both Businesses and Customers. ● Implement new technologies that improve efficiencies within tight budget constraints. ● Liaise with the product team and developers to provide real time feedback on the platform and app, driving constant improvement.● Implement and develop reporting and KPI’s to track service deliverables.● Work closely with the Head of Sales to ensure a seamless onboarding process for new businesses.● Handle escalated issues looking for a win/win scenario while promoting the Oneflare brand. Show less

Sydney, Australia

► Continually review and enhance business processes to improve customer experience► Management of customer enquiries and complaints to improve customer satisfaction levels► High value vendor and stakeholder management► Assisting with budgeting, rostering and day to day management of the team of 30 employees► Fleet management of over 600 cars with high rental turnover► Current and future inventory management and forecasting

Sydney, Australia

► Consulting for various businesses within the NGO and Contact Centre industries while studying an Advanced Diploma of Business.

Philippines

► Management of an outsourced call centre based across two locations in Philippines and Auckland; including recruitment, training, performance and target management and incentive strategy development► Developing and driving a performance culture to achieve business and client financial objectives across a wide variety of campaigns► Developing and implementing a solid and sustainable business unit growth strategy► Training and development of the business leadership team and the… Show more ► Management of an outsourced call centre based across two locations in Philippines and Auckland; including recruitment, training, performance and target management and incentive strategy development► Developing and driving a performance culture to achieve business and client financial objectives across a wide variety of campaigns► Developing and implementing a solid and sustainable business unit growth strategy► Training and development of the business leadership team and the management of multiple internal and external stakeholders► Business unit budgeting, campaign data management and analytics reporting Show less

Philippines

► Initial set-up and establishment of fundraising business in the Philippines, providing outsourced services to Green Peace and other clients► Office set up and management - including sourcing office space, obtaining legal documentation, permits and conducting business viability studies► Managing and driving initial strategy sessions to set business direction and guide business development► End to end recruitment and development of KPI's for face to face sales, management and office… Show more ► Initial set-up and establishment of fundraising business in the Philippines, providing outsourced services to Green Peace and other clients► Office set up and management - including sourcing office space, obtaining legal documentation, permits and conducting business viability studies► Managing and driving initial strategy sessions to set business direction and guide business development► End to end recruitment and development of KPI's for face to face sales, management and office administration roles► Setting up process mapping and workflow instructions for the business to streamline productivity and tasks► Building, deploying and promoting a sales culture in alignment with the business unit’s growth strategy► Maintaining cost to serve metrics, setting business unit objectives, client invoicing and campaign data management► Building and maintaining multiple external relationships clients to ensure similar campaign objectives Show less

Melbourne, Australia

► Leading a team of 14 Service consultants; including end to end recruitment, deployment of a Quality Service Program, training and development of up and coming leaders in the business; and the development and regular review of KPI’s to ensure that the team’s objectives remain in line with business unit goals► Maintaining cost to serve metrics; and managing the contact centre within budgetary constraints as set out by the business► Setting up process mapping and workflow instructions… Show more ► Leading a team of 14 Service consultants; including end to end recruitment, deployment of a Quality Service Program, training and development of up and coming leaders in the business; and the development and regular review of KPI’s to ensure that the team’s objectives remain in line with business unit goals► Maintaining cost to serve metrics; and managing the contact centre within budgetary constraints as set out by the business► Setting up process mapping and workflow instructions for the business unit to streamline productivity and tasks► Building, deploying and promoting a sales culture in alignment with the business unit’s growth strategy► Building and maintaining strong internal relationships across multiple business units to ensure seamless process flows and increased engagement and customer experience Show less

Melbourne, Australia

► Led a team of up to 22 consultants and junior leaders across two campaigns in the telecommunications and utilities industries► Assisted in the creation and set up of a 50 seat inbound call centre to handle high volume calls for the telecommunications industry; resulting in improved customer satisfaction and increased cross selling of internet products► Regular consultant performance feedback and performance management to ensure consultants were achieving KPI’s; as well as conflict… Show more ► Led a team of up to 22 consultants and junior leaders across two campaigns in the telecommunications and utilities industries► Assisted in the creation and set up of a 50 seat inbound call centre to handle high volume calls for the telecommunications industry; resulting in improved customer satisfaction and increased cross selling of internet products► Regular consultant performance feedback and performance management to ensure consultants were achieving KPI’s; as well as conflict resolution/management► Accurate reporting on team and centre performance for external and internal stakeholders► End to end recruitment; and initiated and led the design and implementation of training programs for team development to ensure continuous quality improvement Show less

Melbourne, Australia

► Led a team of 25 inbound sales and service consultants to improve ASA and GoS by 12%► Designed, implemented and managed the company complaint management process, managing internal and external stakeholder expectations, and achieving business targets► Day to day capacity management in a dynamic call flow environment; training and mentoring the team to achieve sales based KPI’s► Proactive management of the complaints process to ensure customer satisfaction ratings were maintained

Cert Iv Training And Assessment

Advanced Diploma Of Business

Management