Matt Fennessy Email & Phone Number

Melbourne, Vic, Au

North Sydney, Nsw, Au

Redwood City, California, Us

Cyara is the world's leading Customer Experience (CX) Assurance platform provider. Cyara helps enterprises proactively measure operational CX from the outside in, identify customer-impacting defects, and become agile to enable continuous delivery across digital and voice channels. Every day, the most recognizable brands in the world trust the Cyara Platform to deliver customer smiles at scale.

Sydney, Nsw, Au

Sydney, Nsw, Au

Sydney, New South Wales, Au

VoiceFoundry specialise in the delivery of cloud-based enterprise contact centre solutions, with an expertise in deploying Amazon Connect.

Engaged by a leading global supplier of medical products to assist with the establishment of the customer service team. This team provides an inbound phone and email channel to market with supporting back office functionality.Scope included;Recruitment and on-boarding of staffDevelopment of team structureProcess mapping and developmentWorkforce Management for contact centre and non-call activity Performance Management and determination of KPIsOptimisation of telephony and SAP technology The consultancy required analysis of requirement followed by development and implementation of recommendations. This was completed successfully and team is now within budget, providing a high level of customer service and meeting all KPIs.

Southbank, Victoria, Au

The SMART Group are proven experts in customer acquisition through Inbound and Outbound Contact Centre activity and Field Marketing. SMART Group have a particular focus on retail energy provision and telecommunications.As Head of Contact Centre Operations I have responsibility for;Strategic management of client relationshipsAccountability for P&L performance Oversight of compliance and quality within all SMART Group activityDevelopment of Net Promoter Score strategies for Telstra clientThe financial and operational performance of SMART's contact centre activity of approximately 200 staff located in Australia and the Philippines

Responsibility for project management of contact centre migrations to Unified Platform based on Avaya and Kana technologies. This is providing in-house contact centres with capacity to offer channels such as voice, email, chat and enhanced IVR solutions from a single platform. Successfully managing the balance of achieving project targets whilst supporting the needs of both the operational business and the technical requirements of the development team.

Management of a 65 seat IT help desk call centre with responsibility for centre profitability- gross margin delivery and revenue growth. Successful transition of centre from Coles to outsourced solution with Salmat, introducing best practice call centre strategies such as Work Force Management and effective training methodsWhilst in this role I was awarded Australian Teleservices Association Victorian Contact Centre of the year (2011)

Provided management of 90 staff in a mixed inbound/outbound contact centre sales & customer service environment providing rsik insurance products.Created a strong client relationship, opening opportunities for implementation of IT programs and improving executive level relationshipsFacilitated a Salmat technology showcase for key client stakeholders that resulted in the sale of new services and products

Management of relationship with Telstra for a 200 seat inbound/outbound sales and customer service outsourced contact centreResponsible for renegotiation of agreements with Telstra including development of pricing and strategy modelsPerformed analysis and developed effective strategic plan to address a financially underperforming team

North Sydney, Nsw, Au