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:
• Achievement of business metrics across training, quality assurance and compliance streams

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
• 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.

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.

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.

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.

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.

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►.

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.

Cert Iv Training And Assessment

Advanced Diploma Of Business

Management