Michael Eyre Email & Phone Number

Joondalup, Western Australia, Australia

Responsible for:* Departmental and organisational customer experience improvement.* Process design and continuous Improvement.* Development and implementation of knowledge and content management supporting quality customer experience.* Project and change management driving customer service excellence.

Joondalup, Western Australia, Australia

Lead continuous improvement projects and activities in Business Unit to help drive measurable improvements in customer experience and increase operational efficiencies.Contribute to the planning, advocacy and delivery of the City’s customer experience strategy,associated projects, programs to work.Facilitate the development and enhancement of transformational and emerging customercentric systems and platforms in collaboration with IT.Support the management and maintenance of contact centre systems and platforms incollaboration with IT.Develop and implement organisation wide customer service protocols, standards, guidelines,and frameworks.Collaborate cross functionally across the City to deliver a leading customer experience throughservice delivery design and continuous business process improvements.Lead, coach and monitor a diverse team of specialists who support frontline staff in providingan excellent customer experience.Collect, analyse, and interpret complex data, service metrics, and industry benchmarking todevelop actionable insights and inform decision making.

Perth, Australia

* Founded in 2008, the WALGCSN was launched with four local governments. Due to its immediate and ongoing success, the network has grown with a membership of over 40 local governments throughout Western Australia.* The network is a non-for-profit with a membership consisting of customer service professionals in local government in Western Australia.* The objective of the network is to provide a forum of participation in the sharing of information, knowledge, experience, processes and system improvement of local governments through advocacy in best practice in customer service, consultation and networking with each other, and where appropriate, engaging external consultants and suppliers.

Joondalup, Western Australia

Role summary:* Lead and manage multiple customer service centres and complaints management.* Lead organisational continuous improvement initiatives to improve the customer experience.* Review and development of systems, process and policy.* Management and facilitation of the City's Employee Excellence Award program.* Management and control of budgets.

Perth, Australia

* Responsible for managing wholesale and retail sales of precious metal (99.99% pure platinum, gold and silver) investments (bullion) and collectable coin/coin sets worldwide.* Management of a large customer service team.* Leading customer service experience improvement.* Identify, develop and implement process improvement opportunities.* Project team specialist in development, design and implementation of the CRM system Axapta (MS Dynamics).* 'A' signatory - authorised officer to check, authenticate, release and dispatchment of multi-million dollar orders and shipments worldwide.

Perth, Australia

Air Charter Broker services based in Australia sourcing and coordination of aircraft within Australia and worldwide for adhoc, wet lease and dry lease air charter services.Providing specialist end-to-end air charter services to corporate and government organisations.Clients included mining and resource sector and Western Australian Government, in particular Premier and Cabinet.Responsible for ensuring Air Operator Certifications and safety requirements met. Sourcing appropriate aircraft for the client based on passenger and freight, location, purpose and range. Management of entire charter from crewing, accommodation, transport and ops hours to special requests, catering, ground handling and clearances.

Perth, Australia

* Skywest Airlines (later Virgin Australia) after it transitioned from ownership from Ansett Australia Ltd to new shareholders. Responsibilities included:* Part of the management team for development and implementation of a new corporate brand for the airline.* Design, develop and implement new corporate products and services to inicrease the business market and air charter segment.* Review and redesign existing SME business and visiting friends and relatives (VFR) customers products and services.* Project team responsible for providing route analysis, business case proposal, route planning and implementation of new F100 jet services throughout Western Australia.* Development of the air charter segment and business development of new business targeting the mining and resources sector.* Provide specialist input into the design and implementation of a new contact centre.

Perth, Australia

12+ year career with Ansett Australia (Airline), based at the regional Karratha airport and Perth , Western Australia. My roles were diverse and across five areas of the business: * Customer Service and Operations (Perth and Karratha Airports).* Contact Centre Supervisor.* Group Sales Consultant.* Corporate Service Solutions Specialist.* Corporate Sales Executive.* Business Development Manager.