Michael Boyd Email & Phone Number

Brisbane, Queensland, Australia

We believe great beer has the power to bring people together and grow communities. In a world where loneliness is our greatest sickness, Ballistic believes that building communities where people can come together, enjoy each other’s company and enjoy their beers is a wonderful thing.

Salisbury, Queensland, Australia

Leading operational performance and delivering customer experience excellence at Ballistic’s Salisbury Venue. Reporting to the Head of Hospitality, the role manages on-site beverages, service, functions/events, administration, and leadership of a wonderful front of house operations team.

Brisbane, Queensland, Australia

Developing and delivering change strategies across Transport for Brisbane including leadership development and employee engagement strategies relating to the Brisbane Metro. Delivering high quality business improvement initiatives with leaders at all levels of the Division.

Logan, Queensland, Australia

Providing leadership and management, strategic direction and expert advice on best practice customer experience and community engagement to the branch and across council, including at the political level.

Logan

I develop and maintain the business direction of the Customer Experience Program by ensuring quality of service and information, implementing training and development strategies, implementing systems and services to improve business strategies and managing customer service agreements. I provide specialist advice on Customer Experience Strategies and their practical application.I am accountable for supervisory and oversight of the Customer Experience Program and Service Centres… Show more I develop and maintain the business direction of the Customer Experience Program by ensuring quality of service and information, implementing training and development strategies, implementing systems and services to improve business strategies and managing customer service agreements. I provide specialist advice on Customer Experience Strategies and their practical application.I am accountable for supervisory and oversight of the Customer Experience Program and Service Centres to ensure the effective operation of the telephone, counter and reception services.My team and I provide an initial point of contact between Council and its clients in a positive, personable and productive manner.We maintain a professional corporate image for Council through personal practices and quality operation of Council’s Customer Service Centres. Show less

Geebung, Brisbane, Australia

As the Head of Customer Care, I play a key role in driving the vision and strategy of Recall Customer Excellence. Identifying, planning, managing and executing complex, cross-functional projects focused on improving the customer’s experience. The role directly interfaces with and influences key leadership by providing customer-driven insights and recommendations with supporting business cases to solve strategic business challenges.I provide leadership that optimises sales results with… Show more As the Head of Customer Care, I play a key role in driving the vision and strategy of Recall Customer Excellence. Identifying, planning, managing and executing complex, cross-functional projects focused on improving the customer’s experience. The role directly interfaces with and influences key leadership by providing customer-driven insights and recommendations with supporting business cases to solve strategic business challenges.I provide leadership that optimises sales results with specific ownership of the Customer CARE Team.I am accountable for fostering a culture within CARE of Customer Excellence, innovation, and adaptability through strong communication, collaboration, coaching and development.Key Accountabilities include:• Establishes, manages, and widely communicates performance benchmarks to ensure CARE operations for the Service Centre are achieving maximum levels of effectiveness, efficiency, and Customer CARE in line with business and global directions• Drives continuous improvement in improving Net Promoter Survey targets• Identifies “best practice” in all areas of the CARE Centre operations and processes by engagement throughout Recall, and adopts the best practices, where practical, within the operation for continuous improvement.• Serves on Sales, Marketing and CARE (SMAC) Leadership Team and is responsible for CARE Centre resultsRecall gives you complete control over your information with an integrated approach to securely managing physical and digital assets, wherever it resides, with one partner.Recall solutions empower you to make the right business decision while maintaining compliance with increasing regulations and eliminating redundant resources, time and money. Show less

Brisbane, Australia

BBB Advisory is a professional services practice offering a suite of highly effective business process improvement (BPI) and project management services. We have over 25 years experience in delivering more effective business processes and outcomes for clients. Through application of our SPEC methodology we consistently achieve dramatic improvements in efficiency and effectiveness across all operational areas and undertakings by identifying and delivering improvement across the four key… Show more BBB Advisory is a professional services practice offering a suite of highly effective business process improvement (BPI) and project management services. We have over 25 years experience in delivering more effective business processes and outcomes for clients. Through application of our SPEC methodology we consistently achieve dramatic improvements in efficiency and effectiveness across all operational areas and undertakings by identifying and delivering improvement across the four key enablers:• Systems that enable consistent execution of strategy• Processes that are optimised for customers & staff• Employees that are empowered and engaged• Channel strategies that engage and meet the needs of all stakeholdersOur vision is to constantly research, develop and apply innovative yet sustainable approaches that enable clients to be successful by dramatically improving:• the outputs of their organisations• the success of projects undertakenWe also offer Professionals on Demand (PoD) a service through which talented and motivated professionals can be contracted by government agencies and private enterprise to temporarily fill a role, implement a project, manage change or undertake specialist or technical tasks.For examples of projects we have completed successfully or for more information on our comprehensive programs please contact us at info@bbbadvisory.com.au Show less

Brisbane, Australia

LimeBridge Australia’s proven methodology of research, design and implementation provides a multi-dimensional view of how you deliver your customer experiences. Using our proprietary methodologies and tools, we will work with you to investigate and redefine key aspects of your operation.We offer each service individually or as combinations, depending on your needs. For optimum results, we recommend a rigorous diagnostic first to understand the strengths and weaknesses of your current… Show more LimeBridge Australia’s proven methodology of research, design and implementation provides a multi-dimensional view of how you deliver your customer experiences. Using our proprietary methodologies and tools, we will work with you to investigate and redefine key aspects of your operation.We offer each service individually or as combinations, depending on your needs. For optimum results, we recommend a rigorous diagnostic first to understand the strengths and weaknesses of your current service model. Then we can choose the most appropriate program based on your current issues and your strategic objectives. Often a program will combine creating a better operating model, reducing unwanted demand and introducing a continuous improvement methodology.LimeBridge Australia is now on LinkedIn - check out the company page - http://www.linkedin.com/company/limebridge-australia Show less

The Guest Contact Centre Business Improvement Specialist supports the Guest Contact Centres to achieve strategic objectives through:* Representing the Guest Contact Centres medium-large size business projects and managing the change within the department* Leading the process development stream on Guest Contact Centre strategic projects through to closure* Leading a team who are responsible for representing the Guest Contact Centre to ensure successful implementation of processes and… Show more The Guest Contact Centre Business Improvement Specialist supports the Guest Contact Centres to achieve strategic objectives through:* Representing the Guest Contact Centres medium-large size business projects and managing the change within the department* Leading the process development stream on Guest Contact Centre strategic projects through to closure* Leading a team who are responsible for representing the Guest Contact Centre to ensure successful implementation of processes and change for business improvement across the diverse Guest Contact Centre functions* Sponsoring improved reservation processes and policies that will achieve efficiencies and systems design and maintenance for continuous improvement* Business Case development for Guest Contact Centre strategic initiatives Show less

56 Edmonstone Road, Bowen Hills

Virgin Australia is undergoing its largest business transformation initiative since inception with the replacement of reservation and ground operations systems, processes and procedures. The GCC (Guest Contact Centre) Unify Readiness Program Stream Lead has responsibility for: • Project management of an off-shore outsourced Contact Centre including tender finalisation, contract negotiations and go-live readiness activities• Refresh and implementation of Virgin Australia’s E-Services… Show more Virgin Australia is undergoing its largest business transformation initiative since inception with the replacement of reservation and ground operations systems, processes and procedures. The GCC (Guest Contact Centre) Unify Readiness Program Stream Lead has responsibility for: • Project management of an off-shore outsourced Contact Centre including tender finalisation, contract negotiations and go-live readiness activities• Refresh and implementation of Virgin Australia’s E-Services strategy• Procurement and implementation of a knowledge management system and supporting processes• Liaison with key stakeholders, both internal and external to ensure the success of the Unify Progrom Show less

The Project & Business Engagement Manager is the interface between The Cyber Institute’s Sales & Marketing, I.T and Creative Team and our customers.

The Operations Business Lead plays a vital role in coordinating, planning and managing the work that needs to be done by the business to complete the 1SAP Project Integration Team’s activities.

Brisbane, Australia

Brisbane Area, Australia

In co-operation with Travel Centre Network Manager, create and implement strategic control and direction of 10 Queensland Travel Centres, the retail distribution arm of Tourism Queensland, with over 120 staff

Melbourne Area, Australia

Diploma In Travel And Tourism (Attrp Approved)

Standard Mental Health First Aider, Mental Health

Prosci Certified Change Practitioner, Change Management

Copc-2000 Certified Coordinator, Contact Centres

Prince2 - Project Management Registered Practitioner, Project Management

Senior Certificate