Phil Cook Email & Phone Number

Sydney, Nsw, Au

Australia

North Sydney, New South Wales, Australia

St Leonards, New South Wales, Australia

Sydney, Australia

In this current role, I am responsible for the service delivery of contact centre work within Datacom Connect (AUS) for several government outsource contracts.The core objectives and responsibilities include:1. Design, develop reporting, data visualisation & analytics solutions2. Debug, monitor, and troubleshoot reporting, data visualisation & analytics solutions.3. Research and utilise best practice to optimise and improve reporting, data visualisation & analytics solutions.4. Client relationship management5. Manage a small team to deliver BAU, ad-hoc and project work to meet specific KPI’s and deadlines in accordance with stakeholder requests.Within my role, I am required to:• Deliver insightful data visualisations to stakeholders and clients through the extensive use of data visualisation techniques, analytics dashboard design and analytics delivery best practices• Define and clarify requirements, propose and develop appropriate solutions, and provide feedback to the reporting team and internal customers• Serve as the subject matter expert for business intelligence & data visualisation related tools• Ensure that issues encountered in production environments are resolved in a timely manner.• Prepare, deliver and update reports to support contractual obligations and the performance of our business to both internal and external customers • Conduct regular maintenance and improvements to reporting, data visualisation & analytics solutions.• Working closely with key Stakeholders to clearly define and understand reporting and data requirements• Perform data reconciliation/verification of reporting • Create and maintain required documentationI have also been the subject expert/Lead for the in-house Floor Assistance & Support Tool (FAST) development to prepare the product for commercialisation from the conceptual stage right thought to user acceptance testing, deployment and after-sale support.

This role provides key information relating to National Contact Centre performance to both the Leadership Team and various external stakeholders including the CCA Executive Team. Responsibilities include the communication of key drivers and KPI's relating to CCA performance, Sales & Financial Reporting, analysis of customers; and customer trends.Through the extraction of information from various programs such as Business Objects and SAP CRM, I am able to build, automate and maintain a range of routine & adhoc reports that meet criteria as specified by my numerous stakeholders. I am the sole analyst entrusted to report on the Event Management performance of each business unit across the company including the processing of customer requests, issues & complaints and the ability to resolve within pre-defined SLA's timeframes. This includes the tracking and analysis of tickets through the workflow process and identifying opportunities to manage more effectively whilst also implementing any recommended change.This complements my other reporting responsibilities to help drive process improvement in order to deliver a better customer experience which include:* providing analysis and general effectiveness of various Net Promoter Score initiatives. * building category filters in Speech Analytics to assist in profiling and quantifying issues and opportunities for business improvement including highlighting behavioural trends.* maintenance and evolution of CRM categories to assist in providing in-depth root cause analysis

In this role, I was responsible for targeting specific territories to in order to facilitate the re-ordering of CCA products on lapsed customer accounts.I was responsible for interacting with customers that have either not ordered products with CCA in a rolling 13 week period or the on-boarding of new CCA customers to the National Customer Centre. The objective of each interaction is to gain a better understanding as to why customers had ceased ordering with CCA. This was accomplished through targeted questions to customers in order to identify the root cause, actively listening to the customer, displaying empathy and ultimately rebuilding the relationship with the customer by overcoming objections and resolving outstanding issues in order to effectively demonstrate to the customer that CCA can once again be their beverage supplier of choice.Throughout this process, it was necessary to ensure that the customer was setup correctly in our system, identifying when additional support was required in each instance and devising strategies to ensure that the their business was set up for success by encouraging a stronger relationship with CCA.

In this role, I was responsible for the sale of CCA non-alcoholic beverages to both independent Operational route customers such as mixed business, takeaway outlets, bakeries, newsagencies as well as National & Key Accounts. In addition to selling CCA’s non- alcoholic product portfolio, I was proactively required to upsell and cross sell, understand the different profit partnership programmes (PPP) CCA offer to customers based on spend level and in store deliverables.The role of Outbound Sales Consultant within the Immediate Consumption Team is to maximise sales opportunities and drive profitable sales growth in line with clear sales key performance indicators. This is accomplished by establishing and meeting customers’ stated and unstated needs and developing strong partnerships with internal and external customers. It is also achieved by delivering outstanding customer service, and utilising highly developed communication and selling techniques.It was essential to build rapport with customers through targeted questioning techniques to develop my own in-depth knowledge of the customers business. It required actively listening, displaying empathy, and acknowledging & prioritising customer requests, and escalating where necessary.

Bachelor Of Commerce (B.Com.), Marketing

Education record