Sam Sneddon Email & Phone Number

Hobart, Tasmania, Australia

Hobart, Tasmania, Australia

Management and development of the Ambulance Tasmania (AT) and Dept. of Police, Fire & Emergency Management (DPFEM) MyPulse Health and Wellbeing Program. MyPulse is aimed at empowering eligible staff to enact positive behavioral change to their mental and physical health. Embedded within the DPFEM Wellbeing Support team, I am responsible for the day to day operations of the program to ensure services under the contract are not only delivered to a high standard, but also opportunities for innovation are explored to ensure the program continues to evolve to meet the needs of its users.

Hobart, Tasmania, Australia

Responsible for the efficient and effective day-to-day management and coordination of the clinical administration team and hospital support functions including catering and housekeeping. I lead the team through periods of significant change and ambiguity at the start of the Covid-19 pandemic and through multiple changes to the executive leadership of the hospital. I developed and implemented a digital intake referral solution and was a key player in transitioning the hospital from paper based medical records to an electronic medical records (EMR) system.

Melbourne, Australia

Overall responsibility for people, performance and financial management of the national Digital Customer Service Contact Centre [Email, Social Media and WebChat] split between Melbourne and Brisbane. Operational B2B relationship management between Bupa and outsourced contact centre partner; Serco in Bendigo. I was appointed acting Contact Centre Manager of the Melbourne voice teams in addition to managing the Digital Contact Centre between Sept & Dec 2018. Whilst in this role I implemented several strategic and tactical solutions including email smart routing, passive IVR routing and extension of the contact centre's operating hours to improve the customer experience and reduce cost.

Melbourne, Victoria, Australia

Accountable for the overall performance, management and operations of the Melbourne new business and cover review contact centre comprising of up to 60 consultants. I led a team of high performing sales leaders to translate Bupa’s strategic priorities into operational reality through aligned communications, accountabilities, resource capabilities, internal processes and ongoing measurement to ensure that customer, quality and financial business goals are met. I led the improvement of KPIs such as customer satisfaction [NPS], sales conversion rates and gross revenue for the Melbourne sales contact centre. I achieve these results by uniting my team with a common purpose, individual bespoke coaching plans, strategic initiatives and bringing a sense of fun to the workplace. Year on year we recorded increases in NPS from 47 to 72, conversion rates from 47% to 53% and gross revenue from 54M to 134M for the same 5 year period.

Melbourne, Victoria, Australia

Team leadership of up to 18 sales consultants; accountable for exceeding customer expectations and business targets. Directly involved in recruitment, coaching, performance management, development of staff and disciplinary action.

Melbourne, Victoria, Australia

Project management and implementation of process improvement initiatives identified through customer and data analysis to streamline and improve the customer experience.

Melbourne, Victoria, Australia

Coaching Bupa’s Retail and Contact Centre frontline leaders on product, policy and processes to improve their overall knowledge of the Health Insurance industry to enable them to coach their employees more effectively.

Edinburgh, United Kingdom

Mortgage banking consultant responsible for efficient and effective customer service tp existing Scottish Widows' Bank mortgage customers. This was a temp position whilst travelling in the UK on working holiday visa.

Managing a team of up to 15 consultants to deliver exceptional customer service and meet key client and business metrics.

Melbourne, Victoria, Australia

Telephone based technical support role responsible for coaching Bupa’s front line consultants and managers across the entire retail network and contact centres on Bupa’s products, policies and systems.

Diploma, Business Administration, Management And Operations

Cert Iv, Assessment & Workplace Training

Diploma, Commercial Photography