Michael S. Email and Phone Number
Michael S. work email
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Michael S. personal email
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I am a seasoned operations and people leader known for driving exceptional outcomes through strategic planning, operational excellence, and a commitment to regulatory compliance. With a career spanning diverse sectors including telecommunications, retail, and government services, I excel in leading teams to deliver outstanding customer service and operational efficiency.As a leader with a proven ability to deliver results and drive organizational success, I am recognized for my steadfast commitment to achieving high-quality outcomes while fostering a culture of professionalism and integrity. Throughout my career, I have cultivated respectful and collaborative professional relationships with direct reports, stakeholders, and business partners. My technical aptitude and creative thinking have been highly valued, particularly in leveraging IT and innovative solutions to overcome operational challenges and drive business growth.I have been accountable for strategic planning, operations management, and stakeholder engagement, consistently driving outcomes that align with organizational goals. This includes leading teams to surpass performance targets and collaborating closely with system developers and IT professionals to design and implement cutting-edge technologies. I take pride in overseeing numerous projects from inception to completion, ensuring they adhere to regulatory frameworks and exceed service delivery expectations. Additionally, my responsibilities have extended to building robust business requirements for contact centre technology and credit solutions, as well as developing comprehensive training packages for global teams.I have successfully launched and managed critical projects, such as the Gig Worker Support Service, where I orchestrated the successful implementation while maintaining stringent regulatory compliance and elevating service standards. My leadership and experience with change management was pivotal in guiding teams through training and hyper/after care phases of some of these projects, ensuring seamless integration and operational readiness. These achievements underscore my expertise in strategic leadership, project management, and delivering exceptional customer service excellence.• Strategic Planning• Operations Management• Regulatory Compliance• Stakeholder Management• Change Management• Team Leadership• Project Management• Customer Service Excellence
Maribyrnong City Council
View- Website:
- maribyrnong.vic.gov.au
- Employees:
- 501
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Coordinator Of Customer Experience And Civic FacilitiesMaribyrnong City CouncilSaint Kilda, Vic, Au
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Operations Manager | Gig Worker Support Services | Industrial Relations VictoriaDepartment Of Premier And Cabinet (Vic) Dec 2022 - Apr 2024Melbourne, Victoria, AustraliaOperations Manager – Gig Worker Support Service (GWSS) Department of Premier and Cabinet – Industrial Relations VictoriaDecember 2022 – March 2024Responsible for the successful creation, launch and maintenance of a new department - Gig Work Support Services supporting workers in the gig economy. Oversee the day-to-day operations, ensuring compliance with organisational policies and procedures. I also provided leadership and coaching to the team leader and their five team members, monitored and managed human resources needs, and prepare reports and briefings to support the Director of the On-Demand Work Support Service. I created and maintain service objectives, maintaining high performance standards, and fostering stakeholder relationships in alignment with the department's goals.Key Accountabilities:1. Developed comprehensive operational policies and procedures, including regulatory compliance measures and disaster recovery plans.2. Implemented customer service enhancements and maintained service standards in line with departmental objectives.3. Managed team performance and human resources, ensuring adherence to health and safety policies.4. Designed and implemented a purpose-built customer management system to streamline data and reporting functions.5. Led communication strategies and stakeholder engagements to educate and inform external and internal audiences.Key Achievements:1. Successfully launched the Gig Worker Support Service, exceeding service delivery expectations and regulatory requirements.2. Implemented effective training programs and performance metrics, driving a high-performance culture within the team.3. Developed and disseminated impactful communication strategies, enhancing awareness and engagement across stakeholder groups. -
Customer Vulnerability Team Leader | Credit Management And OptimisationEnergyaustralia Jan 2021 - Dec 2022Melbourne, Victoria, Australia▪ Decreased reportable compliance breaches by 25%▪ High team engagement and positive KPI outcomes▪ Key planning and operational strategies to improve business agility to changing requirements -
Business Subject Matter Expert For Hardship | Payment Difficulty FrameworkEnergyaustralia Mar 2018 - Jan 2021Melbourne, AustraliaBusiness Subject Matter Expert – Vulnerability, Payment Difficulty Framework Phase 1 & 2 + Family and Domestic Violence I provided credit and hardship expertise to design and implement a new business wide credit solution across a number of key business projectsAchievements:▪ 99.3% of agents had trust in the new system▪ Project 1.5 million under budget▪ Migration of 4.7 million customers▪ Designed and coordinated BVT and PVT and disaster recovery across several sites on and offshore
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Team Manager, VulnerabilityEnergyaustralia Oct 2016 - Mar 2018Bourke Street, Melbourne
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Customer Service Centre - Team LeaderMyer Apr 2013 - Sep 2016DocklandsLed, coached, and developed a team of twenty agents to deliver on key business strategies and customer service initiatives creating and delivering a customer centric body of work to the entire contact centre to improve adherence to quality frameworks.Achievements• Designed, facilitated, and led a 13-week, centre-wide, change management project to instil a client-driven culture. Achieved 100% acceptance of program and leading to 35% increase in customer experience scoring. • Developed and initiated long term strategy and mission statement that included a restructure of KPI metrics, R&R program, coaching process, and contact management.• Key advisor and participant in sourcing new contact centre technology to manage multiple channel contacts, IVR and workforce management. I was involved from initial RFP to vendor selection and the analysis of scope and target environments leading to program implementation and change management. -
Senior Team Leader - Mobile Customer CareOptus May 2011 - May 2012Melbourne, AustraliaMentored, led and coached a team of 15 agents to consistently deliver on key customer service metrics and business projects in a call center environment. -
Senior Team Leader - Mobile Technical SupportOptus May 2008 - Dec 2011Melbourne, AustraliaDirected a team of 14 technical agents through training and coaching to enable the development of a of a highly integrated customer service assurance support function.
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Mobile Technical Support Representative Singtel OptusOptus Sep 2003 - May 2008Provided front line and secondary level technical support to internal and external customers for mobile network and data. Support was for over 90 Value add mobile products managing and resourcing 40 programs and systems.
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Mobile Porting Specialist Representative Singtel OptusOptus Sep 2001 - Sep 2003Melbourne, Australia
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Quality Assurance SpecialistOptus Jun 2002 - Nov 2002Melbourne, Australia
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Mobile Activation Centre RepresentativeCable & Wireless Sep 2000 - Sep 2001Melbourne, AustraliaCredit check reviews, mobile activation and general support and advice to Optus franchise and dealers.
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Senior Sales AssociateOptus World Oct 1998 - Sep 2000North MelbourneAchievements: • Nationally recognised and awarded as Number 1 Sales Associate for Customer Service in Optus World stores• Nationally recognised and awarded as Number 4 Sales Associate overall in Optus World stores• Designed, implemented and assessed effectiveness of Local Store Marketing projects
Michael S. Skills
Michael S. Education Details
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Hba Learning CentresCertificate Iv -
Certificate Iv -
Optus CollegeCertificate Iii
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Arrow Training P/LCertificate Iii
Frequently Asked Questions about Michael S.
What company does Michael S. work for?
Michael S. works for Maribyrnong City Council
What is Michael S.'s role at the current company?
Michael S.'s current role is Coordinator of Customer Experience and Civic Facilities.
What is Michael S.'s email address?
Michael S.'s email address is mi****@****.com.au
What schools did Michael S. attend?
Michael S. attended University Of Ballarat, Hba Learning Centres, Australian Institute Of Management, Optus College, Arrow Training P/l.
What are some of Michael S.'s interests?
Michael S. has interest in Social Services, Vegetarian And Vegan Recipes, Low Calorie, Education, Poverty Alleviation, Disaster And Humanitarian Relief, Human Rights.
What skills is Michael S. known for?
Michael S. has skills like Team Leadership, Telecommunications, Leadership, Customer Satisfaction, Management, Training, Mobile Devices, Stakeholder Management, Service Delivery, Technical Support, Customer Experience, Mentoring Of Staff.
Who are Michael S.'s colleagues?
Michael S.'s colleagues are Chloé Dupont, Grace Van Der Merwe, Suzanne Patterson, Olena Maricevic, Tony N., Hannah Wagland, Maggie Mildenhall (She/her).
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