Rikki Baxter Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

At D2MS, a leading provider of direct marketing solutions and specialized sales BPO services, I've spearheaded the launch of two successful campaigns, scaling the team from inception to 50 staff within just 10 months. Throughout this pivotal growth period, I've revamped and optimized the company's technology, introduced a new HRM platform, established robust policies and procedures whilst managing day-to-day operations of the sales teams. These initiatives have consistently led to surpassing KPIs for both D2MS and our valued clients.

Melbourne, Victoria, Australia

As Head of Service Delivery, I am responsible for the managed contact centre division of Qualified Group. Key duties and achievements include: - Provided monthly executive reporting on the performance of the division- Work with internal and external stakeholders in designing new processes and positions for QG's growth into '23. - Mentor and support the Contact Centre Manager- Implement an organisation wide professional development program to drive engagement, skill sharing and development of staff for internal recruitment- Created and documented the employee value proposition of QG - Provided support and guidance to our client on CX principals, including a deeper discovery and recommendation report. - Responsible for the P&L, including the management of any key initiatives to improve profitability.

Melbourne, Victoria, Australia

In my time as the Sales and Operations Manager for QG I was lucky enough to be responsible for the initial growth phase of the company. Below are some key highlights of my time as the Sales Manager: - Implemented a sales methodology to improve conversion. - Worked with relevant stakeholders to run social marketing campaigns for lead generation.- Designed an onboarding program to improve speed to competency by over 50%. - Optimised the user experience with our CRM (Salesforce) to allow for higher volume interactions to be managed simultaneously- Implemented a new HR and Payroll system to allow QG to be well positioned for scale and growth into the future. - Created a QA framework to ensure our high standards were maintained. - Initiative a customer facing NPS system, with consistent scores of the QG team above 62. - Ran initiatives to drive increased revenue including refer-a-friend programs and promotional offers. - Managed the creation of the company values and a supporting reward and recognition system to drive positive culture

- Coach and develop a variety of tenure and skill in sales agents- Performance Management for uplift of underperforming agents- Analysis of performance data for both coaching and business improvement- Stakeholder management across multiple departments and management levels- Consistently achieve and exceed sales and cross-sell targets

Wollongong, Australia

- Achieve conversion and revenue targets in a blended inbound/outbound call centre environment - Deliver exceptional customer experience to clients using the company's sales methodology- Business Development with nation wide real estate agents- Management of a complex sales funnel using a CRM

- Consistently achieve conversion, compliance and sales targets in outbound only, inbound only and hybrid environments. - Deliver exceptional customer experience in line with company sales methodology- Work effectively as part of a team with key cultural initiatives - Demonstrate a superior level of product and industry knowledge- Provided support to Customer Experience Manager following up clients with secondary product recommendations and client support where a complaint had been raised

Master Of Business Administration - Mba, Business/Commerce, General

High School Diploma, High School/Secondary Diplomas And Certificates