Rex Allgood Email & Phone Number

Brisbane

Brisbane, Queensland, Australia

As the Customer Success Manager at ENTAG i am responsible for providing a high level of customer service to Entag customers which delivers results and outcomes based on contracted and defined Service Level Targets, reporting and governance/operation meetings that contributes to excellent customer experiences. My role develops highly effective and deep.

Brisbane, Queensland, Australia

• Redundancy
• Overall accountability for introduction and establishment of the Service Management Practice within the Asia Pacific region.
• Implementation of service delivery and service management framework into COSOL Asia Pacific and ITIL methodology * Redefined the Managed Services Offering* Developed Client service management reporting * Performed.

Brisbane, Queensland, Australia

RedundancyMy primary focus in this role was to manage and transform the delivery of Information Technology Service Desk L1/2 services across Sime Darby Industrial primarily focused on Hastings Deering. This involved managing service delivery processes across the IT landscape ensuring as a technology group we deliver services to agreed SLAs and delivering.

Brisbane, Queensland, Australia

• As a Customer Experience/Service Director, I was responsible for ensuring that the customer experience team collaborated with all other business functions, consistently delivering great end-to-end customer experience.
• Key team participator in the securing of the largest ever valued APAC customer contract for Orange Business Services for a large multinational mining company in 2018 for a 65 month term.
• Regional subject matter expert on Net Promoter Score and implementation in Australia and New Zealand customer base.
• Led multiple operational streams across global organisational structure in implementing and supporting new contractual deliverables and transitioning in of Unified Communications product suites (Webex, telepresence.
• Instigated service centre structure and environment for allocated customer in Orange’s Gurgaon MSC India with co-located roles across approximately 13 varied roles involving 35 team members in 2018 including a 14 seat.
• Selected as Agile Acculturation Co-Trainer OBS Regional Sales Kick off Cambodia 2019.

Gold Coast And Brisbane

• It was my duty as a Group Advocacy Manager to lead and manage the company customer satisfaction program as measured by Net Promoter System (NPS) in-conjunction with key Telstra targets and guidelines. In addition, I.
• Created role definition for newly created position.
• Integrated individual team customer satisfaction measures under a single accountable point.
• Successfully driven Retail store performance for NPS to consistently meet and exceed >70% monthly.
• Coached and mentored new recruits to ensure maximum staff retention.
• Developed company- wide reporting of Net Promoter System (NPS).

Brisbane, Australia

• As a State Group Service Manager, I provided leadership for a team of 12 service executives to improve customer satisfaction results and contribute to the retention, growth and advocacy of customers in Telstra global.
• Led a program of work to research and develop enhanced tools of trade with mobility solutions (iPads) for 130 service executives nationally. This project achieved a 50% cost saving on purchase of hardware, delivered.
• Led the Qld net promoter system (NPS) bi-annual survey, including coordination of state approach to the survey across all stakeholder groups through education and facilitation. Qld NPS results for last 3 years have.
• State led service revenue sales across multiple products for which service management staff were accountable, managing education and development across all key stakeholder groups. Qld results for the last 3 years: o.
• Attained ratings of ‘exceeds expectations’ in FY12 and FY13 annual performance reviews.

Brisbane Area, Australia

• It was my duty as a Service Management Lead to manage a portfolio of approximately 6-10 enterprise and government customers with a value of approx. $50M, including: Bank of Qld, Virgin Australia, Qld Rail, Qld Ed.
• Awarded Domino’s Pizza Business Partner of the Year 2010 for consistently high contributions to the Domino’s business during 6 years as Service Manager for Domino’s Pizza account.
• Awarded National Business Relationship Manager of the Year 2010 by Customer Service Institute of Australia (CSIA), for consistently high customer service achievements.
• Attained Qld Dux Medallion by CSIA in 2011.
• Completed the implementation of enhanced service levels across 200+ Bank of Qld branch rollouts in 2008, improving Telstra’s response rate to service assurance situations to minimise business impacts to customers.
• Developed training induction program for new service management staff; the formal program for service managers resulted in targeted learning and development for new staff.

Brisbane, Queensland, Australia

Key Accountabilitieso Act as a Service escalation point for Growth and Large Business Account Teamo Educate Sales teams on correct service processes and procedureso Provide service assistance to customers for ad hoc issueso Act as an agent of change to review and manage improvements when processes fail to deliver service excellenceo Develop regular.

Brisbane, Queensland, Australia

Key Accountabilities -covering various periods of short and long durationo Responsibility for approximately 100 consultants in a Billing/Mobiles Call Centreo Development of strategies to achieve and maintain Business objectives eg Grade of Service and Successful call rateso Ensure that customer’s experience minimal delays in both electronic and phone.

Brisbane, Queensland, Australia

Key Accountabilities - Brisbane Qld and Sydney NSWo Lead, train, develop and coach a team of customer contact Call Centre staff and back of house functional teams across all major disciplines ie Mobiles, Billing, Provisioningo Preparation of individual and team development plans in order to meet operational targets and goalso Resolution of escalated.

Diploma Of Business Management, Management

Diploma Of Project Management, Project Management

Diploma Of Management, Business Management

Cert Iv, Front Line Management

Certified Business Relationship Manager, B2B Relationship Management

Certified Customer Service Manager, Customer Service Management

Cert Iv, Work Place Management