Robert Finch Email & Phone Number

Sydney, New South Wales, Australia

I'm building an engaging experience for Airwallex employees throughout their journeys, to help our customers globally scale their businesses.So far, I've:- Moved us into our new state-of-the-art Chippendale home - Built out an employee-centred welcome process, for delightful new employee onboarding- Untangled the web of global matrix people support processes to get back to employee engagement-centred service design- Improved our compliance training and records process, employee-centred policies, and improved our payroll quality assurance - Grown and nurtured a team of employee-engagement experts to improve employee connectedness and belonging- So much more to come

Sydney, New South Wales, Australia

Our lean Employee Experience team earned successive best place to work awards by continuously improving our Employee Experience and Engagement. With a focus on Diversity, Equity, Inclusion and Belonging (DEIB), I supported Wisr staff and their leaders with tools to have meaningful goal-setting, performance, career development, and remuneration conversations.In 2022 we won AFR's ‘Best Diversity & Inclusion Practice’ for my work on the Wisr job levelling and Remuneration Philosophy.

Sydney, New South Wales, Australia

- Benchmarked role level architecture and salaries for 70+ discrete roles- Improved engagement from pre-boarding through 180 days with a refreshed onboarding and induction programme- Managed eNPS data collection, analysis and meaningful action plans- Coordinated recruitment across all org roles- Reviewed and modernised policies to support great work, not stifle it- Improved the efficiency and efficacy of our people self-enablement tools and the HR & Payroll support experience- Coordinated events, our rituals, and celebrations- Managed our beautiful workspace, including food/bev vendor relations to keep our Wisr Ones comfy, fed and happy.

Sydney, Australia

Helped Wisr App customers pay $1m off their debt faster by:* Increasing customer retention by 30% through life cycle engagement and addressing UX/CX pain points* Decreasing customer support demand by 20% through improved in-app experience, automated engagement notifications, and self-service tools* Maintaining support CSAT at 98%, sustained * Owning customer payment operations ensuring on-time and reliable movements of money

Completed the final project for MBA (Human Resource Management).

Sydney, Australia

Leadership of the global customer experience vision for teams in Australia, UK, USA, and The Philippines, including direct coaching and development of a Sydney-based team of senior customer experience analysts.• Increased customer satisfaction by 9% through role restructures, and implementation ofquality assurance and knowledge management frameworks.• Led international operations scale in Sydney, Kansas City, Manchester, and built Manilasupport teams on the ground, administrating CRM and VOIP tooling.

Sydney, Australia

Strategic and day-to-day leadership, and continuous improvement of >200 staff across multiple outsourced offshore Customer Care and Admin service delivery teams.• Increased customer satisfaction by 20%, and reduced support expenditure by 30% through leading simultaneous projects to consolidate customer care and back office vendors.• Reduced inbound contacts 35% by enhancing customer on-site experience.• Boosted service delivery and reduced workforce requirements by implementing multi-channel contact centre blending voice, email, social, and live chat.

Melbourne, Australia

Directly coached and managed a local team of 14, and 2 offshore teams totalling 49. • Slashed support costs by scaling a small customer care team into 2 outsourced support teams and a local senior support team.• Halved handling time and increased customer satisfaction by designing a knowledgebase reference application and a full Quality Assurance framework and tools.

Project Contract

Boosted eCommerce conversion by strategic redesign and continuous improvement initiatives, including implementing social media and social marketing strategy.- Redesigned the eCommerce end-to-end customer experience- Boosted traffic, conversion and revenue- Delivered analytics and reporting strategy- Implemented social media and social marketing strategy- Supported event operations including logistics and designing collateral- Product development including packaging design and copywriting

Startup Contract

Propelled the launch of an eCommerce fresh produce home delivery service to take over $600,000 revenue in first 6 months of trade.- Managed day to day operations and driver logistics.- Performed all front-line customer lifecycle support functions including sales, support, managing referral program, promotions, and maintaining an engaging social media experience.- Designed and implemented marketing strategies including managing Facebook and PPC advertising.- Curated and contributed engaging social and blog content, including recipes.- Continuously improved online customer experience through website analytics-driven online improvements.- Managed relationships with supply, creative, financial and technology partners.- Created ongoing business development partnerships including participation at community events.

Melbourne, Australia

Dramatically scaled an omni-channel global customer support team to support an online artist marketplace with eCommerce functions.Directly coached and developed dispersed customer service team of 30.- Designed customer success support ethos and strategy including rich data capture for identifying continuous improvement opportunities. - Recruited and trained front-line customer success teams in Australia, the USA, and dispersed.- Designed support processes, managed support technology, and maintained internal and external knowledgebases.- Successfully used customer experience data to drive improvements in both business process, and online and offline product offerings. - Onboarded industry support partners to ensure scalability and consistency of customer support.

Yaizu, Shizuoka, Japan

Thoroughly enjoyed teaching English and Australian culture to Japanese students of all ages in a small regional town in Japan.

Designed and executed an operational improvement plan for continuous improvement of a contact centre.- Analysed call centre operations and developed operational improvement plan. - Managed change at all levels including consultants, managers and support departments.- Developed internal and external communications plans.- Reviewed and realigned projects against strategic business goals.

Led a team in ensuring the quality of service processes for our client, Telstra.- Assessed contact centre effectivity of supporting Telstra customers. - Developed and delivered remedial technical and soft-skill training.- Built and maintained vital client relationships.- Planned and managed concurrent continuous improvement projects within the centre.- Designed and continuously improved client processes.- Managed high-level customer complaints.- Partnered in the daily management of the contact centre including scheduling, budgeting and client relationship management.

Led and mentored a front-line customer service team in a multi-channel contact centre environment. - Promoted continual professional development of individuals.- Maintained a positive and customer focused team culture, consistent with the company and client values.- Managed escalated customer issues including complaint handling, negotiation and complex re-billing arithmetic.- Managed ramp-up, new business implementation and temporary team assignments.- Managed the contact centre out of hours and during weekends.- Assisted with the selection, recruitment, induction and training of staff.

Mba - Human Resource Management

Graduate Certificate In Management, Business Administration And Management, General

Diploma Of Project Management