Patrick Byrne Email & Phone Number

Australia

Part of the Project Team delivering CCR solution capabilities to BOQ Group. Responsible for collecting, articulating, and documenting all the requirements to support BOQ Group in delivering its new CCR consume requirements, as well as contributing to the delivery and realisation of benefits as a signatory of the PRDE. Ensuring the consumption of CCR data includes necessary, negative, partial, comprehensive and bureau proprietary data.

Sydney, New South Wales, Australia

Leading transformation of the Contact Centre business using the capability of Genesys Cloud. Responsible for consulting, design, review, implementation and managing changes of the strategy to transition systems and ensure there is no customer impact. Working closely with a broad range of stakeholders to ensure accurate capacity planning, change management, business consulting and communications are conducted both internally and with external vendors. Through thorough analysis of current state, am able to identify opportunities and risks within regard to change, what final state needs to be achieved, and constructing a program in collaboration with stakeholders to obtain the best outcome for customer, employee and business.

Sydney, New South Wales, Australia

Responsible for reviewing and analysing data from Better Medical’s various IT platforms and leading business optimisation project initiatives. I work with heads of department and operations, develop business cases for new business optimisation initiatives which align with the strategic direction of the business with clear end benefits.My core areas of responsibility are:• Collaborate and communicate effectively to promote a strong positive culture and achieve service delivery excellence.• Engage positively with business units to implement business optimization initiatives.• Continually seek areas for improving efficiency and effectiveness using data insights, then deliver recommendations to the business on any key metrics.• Translate data insights to business optimization initiatives with clear goals and benefits for the business.• Review and seek feedback post project completion for lessons learnt and areas of improvement.

Millers Point, Nsw, Australia

Responsible for trend reporting and analysis to then develop and maintain accurate supply and demand forecasts. Based on findings I provide recommendations to ensure all contact centre queues are supported to make optimum use of resources to achieve service level targets.I also collaborate and coordinate across the management team and other areas in Aussie to proactively identify and flag opportunities to improve and meet all supply and demand components, then manage and develop reporting needs to facilitate strategic business decisions.My areas of responsibility include:• Insights & Analytics – analysing queue performances and trends daily to create forecasts, develop reporting for multiple levels of stakeholders, provide recommendations to address and optimise performance opportunities.• Workforce Planning – building rosters for an operation of 60 FTE, scheduling activities, training and events, fulfilling and covering leave and swap requests, resourcing based on completed forecasts, managing company BCP.• Real Time Management – monitoring queue performance throughout the day, taking action to ensure queues and agents are skilled to handle workload in both phone and admin.

I was responsible for managing a specialist team, the primary focus being the resolution of CEO level customer complaints. We would engage with the Executive team on progress and approvals for resolutions as well as engaging with stakeholders across departments to action a diverse range of outcomes.Key Achievements• I helped lead the team to drastically decrease the SLA for VIP requests• After detailed analysis, we also identified further opportunities to increase productivity, which led to a further reduction in SLA’s. This gave the team bandwidth to provide additional support to the other areas of the business.

North Sydney, New South Wales, Australia

I reported to the Head of Change Management and was tasked with gauging and improving team culture and engagement. This was spread within the Customer Service function which consisted of 800 people across two sites in Sydney and Hobart.Key Achievements• I influenced the Director of Customer Service to create the role to drive employee engagement.• In conjunction with HR, I created and led a team made up of representatives from front line teams to identify and champion the engagement initiatives.• I implemented digital surveys to establish a baseline of employee sentiment and track progress. This enabled me to run initiatives over a 6 month period that resulted in a 40% increase in employee morale.

North Sydney, New South Wales

I utilized Enterprise and Corporate experience and expertise to support the back end Sales functions of the department. My primary focus was the onboarding and offboarding of both company owned and third party dealerships in retail and Corporate channels, as well as supporting their day to day needs.Key Achievements• I completed Six Sigma reviews of processes to ensure contingency for day to day operations, as well as identifying improvements that led to reduced handling time for onboarding dealerships.

Hobart, Tasmania

Over the course of 6 years, I led various teams including Customer Care, Mobile Number Operations, Administration and Corporate executives, some of which contained up to 25 staff. Daily responsibilities included managing performance, personnel issues and consistently achieving set KPI’s, as well as driving initiatives and improvements within the departments.Key Achievements• In all teams I would ensure my members kept the customer experience as the primary focus through coaching, performance management, processes and procedures and system design.

Hobart, Tasmania