Michael Hay Email & Phone Number

Crows Nest, Nsw, Au

Sydney, New South Wales, Australia

Managed and coached a team of 6 Customer Service Representatives to deliver excellent customer service with distinct order to cash processes for 3 business units with a revenue of 260M AUD. Tasked with mastering the E2E order systems, CRM, and ERP platforms, to improve processes and engage with cross-functional teams to ensure efficiency, enhance Cx and manage the 3PL vendor relationship.

Budapest, Hungary

Ensured the successful transition of OTC activities in USA and Canada to 3rd party vendors.Created methods for calculating KPI and SLA metricsFocused on improved customer experience through creative solutions for improvement.Driving knowledge transfer and retention whilst cultivating the partnership with the vendors to promote collaboration and support project implementation.Coordinate cross-functional and OTC system integration of new business methods

Hungary

Managed 14 analysts across multiple teams supporting forecast, fleet and logistics activities in Europe and acted as a key stakeholder in implementing change and creating new standards.Lowered team attrition by 20% whilst growing the team within a year by increasing team morale and engagement through coaching and collaboration. Targeting team members' strengths and empowering them to own their activities improved the efficiency of the team.By encouraging my team members to own the team… Show more Managed 14 analysts across multiple teams supporting forecast, fleet and logistics activities in Europe and acted as a key stakeholder in implementing change and creating new standards.Lowered team attrition by 20% whilst growing the team within a year by increasing team morale and engagement through coaching and collaboration. Targeting team members' strengths and empowering them to own their activities improved the efficiency of the team.By encouraging my team members to own the team KPIs and drive process improvements, customer interactions improved with >95% of tickets closed within SLA targets.Led the team through organisational changes, stabilised new teams and supported projects.Coordinated cross-functional teams to create operational efficiencies through automation and process improvements.Created a collaborative and high-performing environment, by coaching and mentoring team members and setting motivating targets, leading to a 23% increase in call KPIs.Standardised processes that increased the accuracy of supply disruption communications whilst improving the speed of communication KPI performance by 70%.I coordinated innovative responses to emergencies that greatly mitigated the supply impact on customers. Show less

Budapest

Managing a support team of 10 multilingual specialists working on a 24 hour shift rota.Set realistic work demands and a fair distribution of assignments to give all team members opportunity to shine whilst managing their workload.Setting up KPIs and improving team performance: I promoted team unity by changing the call priorities so that more people were available to answer calls. This lead to a dramatic increase in call KPIs above 80%I standardised processes that increased the… Show more Managing a support team of 10 multilingual specialists working on a 24 hour shift rota.Set realistic work demands and a fair distribution of assignments to give all team members opportunity to shine whilst managing their workload.Setting up KPIs and improving team performance: I promoted team unity by changing the call priorities so that more people were available to answer calls. This lead to a dramatic increase in call KPIs above 80%I standardised processes that increased the accuracy and consistency of supply disruption communications whilst improving the management of customer interactionsMigrating tasks from Egypt and Bangalore into my team in Budapest to merge the ownership of the entire EA Fleet Opex reporting, before streamlining the processes to allow for a full migration of the activity to a different function. Show less

Budapest

Stewardship of $100M fleet operational expenses, performance and efficiencies for 8 affiliates and 5 GBUs in Europe and AfricaAnalyse Fleet opex trends against plan and previous yearAnalyse the impact of fleet cost saving projects

Budapest

Generation of customer demand forecasts in France, Germany and ItalyLiaison with sales, pricing and supply to harmonise the historical patterns, customer requests and supply chain constraintsAnalysis and reporting of forecast accuracy and the impacts of disruptions

Budapest

First contact for customer issues related to fuel pick up from terminals in France and UKAccurate and timely communication of supply disruptionsCalculation and communication of demand allocation changesRapidly became an SME on the logistics systems, a decision maker and created improved processes to resolve customer logistics issues faster

Budapest

Developping and promoting the sport of rugby league in Hungary. Working with and promoting partners of the HRLF.International relationship management.Mentoring and training the coaches.Coaching the national team.

Montpellier

Leveraging my network built from years in professional sport, I created a unique tourism company managing all aspects of the business from promotion, sourcing, accounting controls, and permits. A great experience where I learned valuable skills and lessons that I could apply when I moved back to the corporate world.

France

Clients: IBM and IntelIBMBusiness leader for parts reutilisation program for IBM EMEA. Coordinator of product reutilisation (ETN & CRV) : Technical analyses, logistics management and sales lead. I lead a team of 4 in the 'control tower' and indirectly the activity of the 3PO warehousing team of 4. Interfaced with site leadership as well as global managers and was an expert in parts reutilisation and logistics.IntelAndroid software testing on Intel protoype mobile… Show more Clients: IBM and IntelIBMBusiness leader for parts reutilisation program for IBM EMEA. Coordinator of product reutilisation (ETN & CRV) : Technical analyses, logistics management and sales lead. I lead a team of 4 in the 'control tower' and indirectly the activity of the 3PO warehousing team of 4. Interfaced with site leadership as well as global managers and was an expert in parts reutilisation and logistics.IntelAndroid software testing on Intel protoype mobile telephones and tablet computers Show less

Montpellier Area, France

Lead a global team in optimizing the global reutilization of high-end server parts from the EMEA reverse supply chain. Responsible for identifying and driving implementation of optimization techniques, processes and tools to drive process efficiencies to reduce operational expenses and increase profit. Coordinated end to end process from used parts through to either reintegration in New part production or other reutilization channels. As a result of my team's efforts to reduce operating… Show more Lead a global team in optimizing the global reutilization of high-end server parts from the EMEA reverse supply chain. Responsible for identifying and driving implementation of optimization techniques, processes and tools to drive process efficiencies to reduce operational expenses and increase profit. Coordinated end to end process from used parts through to either reintegration in New part production or other reutilization channels. As a result of my team's efforts to reduce operating costs and increase reutilization opportunities we delivered €8 mil in additional annual reutilization savings to IBM. Show less

Recruited to optimize the CRM to develop, plan and implement direct marketing campaigns for the New South Wales region. Developed new marketing material specific to the local market needs whilst being consistent with international and national initiatives.

Central And South Coast, Australia

After successfully managing a restaurant and implementing innovative and successful marketing initiatives, I was contracted for 2 years to develop the local area marketing strategies for 10 restaurants.Developing, planning and implementing local store marketing for 10 Pizza Hut restaurants and delivery units.Harmonizing the local store marketing with the national Pizza Hut marketing campaign. Developing a productive, creative and cost effective local area marketing specific to each… Show more After successfully managing a restaurant and implementing innovative and successful marketing initiatives, I was contracted for 2 years to develop the local area marketing strategies for 10 restaurants.Developing, planning and implementing local store marketing for 10 Pizza Hut restaurants and delivery units.Harmonizing the local store marketing with the national Pizza Hut marketing campaign. Developing a productive, creative and cost effective local area marketing specific to each restaurant. Show less

Central Coast, New South Wales, Australia

Management of all aspects of a Pizza Hut restaurant including 15 kitchen hands and 30 delivery drivers. I started in Pizza Hut at 15 and started leadership training from 17 and was managing a store by 18 whilst attending university full time. Rota management, sales forecasting and statistical sales analysis, inventory management, daily and weekly sales reporting. Innovative marketing campaigns in an extremely competitive environment. Expert in fast paced delivery planning with up to 20… Show more Management of all aspects of a Pizza Hut restaurant including 15 kitchen hands and 30 delivery drivers. I started in Pizza Hut at 15 and started leadership training from 17 and was managing a store by 18 whilst attending university full time. Rota management, sales forecasting and statistical sales analysis, inventory management, daily and weekly sales reporting. Innovative marketing campaigns in an extremely competitive environment. Expert in fast paced delivery planning with up to 20 delivery drivers working during peak hour. My strong customer service mentality was engrained from a young age. Show less

Bachelor Of Arts (Ba), Psychology And Marketing

Activities and Societies: Rugby League, photography

1St Degree, French As A Foreign Lanaguage

Diploma, Business

Diploma, Leadership And Management