Michael Hilton Email and Phone Number

• Providing effective, high performance and accountable leadership to the retention team• Effectively coaching, developing and mentoring representatives to deliver on business objectives• Creating a dynamic sales environment that promotes competition and challenges retention representatives to achieve personal goals.• Communicating targets and performance progress to my team to ensure that there is clarity on the vision, strategies and buy-in to the direction. • Analysing reports and making calculated recommendations on strategy change• Implementing projects to improve the way we do things• Stakeholder management

• Providing effective coaching, real time support and leadership to the web-chat team based in Durban, South Africa.• Effectively coaching, developing and mentoring representatives to deliver on business objectives• Nurturing a highly engaged web-chat team that correlates with our Australian based operations and drives representatives to hit targets and achieve personal goals.• Writing our canned messaging within the web-chat software to ensure our customers are receiving a consistent service regardless of where in the world the are communicating with us• Communicating performance progress to our team onshore to ensure that we are on track and have clarity on the vision, strategies and buy-in to the direction. • Analysing reports and live-chat performance/interactions and making calculated recommendations on strategy change• Implementing projects to improve the way we do things• Stakeholder management

I completed a Business certificate level III to further advance my skills and role in the company.• Responsible for being the first line of contact for our company• Answering the phones and taking job bookings• Answering customer enquiries• Allocating work between 20+ sub-contractors• Ensuring customer satisfaction is met• Problem solving• Data entry in to 2Clix operating system so that accounting could continue