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.

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.

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.

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.

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.

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.

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.

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.

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..

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.

Mba - Human Resource Management

Graduate Certificate In Management, Business Administration And Management, General

Diploma Of Project Management