Michael S. Email & Phone Number

Melbourne, Vic, Au

Saint Kilda, Vic, Au

Melbourne, Victoria, Australia

Operations 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.

Melbourne, 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

Melbourne, Australia

Business 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

Bourke Street, Melbourne

Docklands

Led, 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.

Melbourne, Australia

Mentored, led and coached a team of 15 agents to consistently deliver on key customer service metrics and business projects in a call center environment.

Melbourne, Australia

Directed 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.

Provided 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.

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Credit check reviews, mobile activation and general support and advice to Optus franchise and dealers.

North Melbourne

Achievements: • 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

Education record

Training And Assessment 40110, Certificate Iv

Frontline Management, Certificate Iv

Communications, Certificate Iii

Retail Operations, Certificate Iii