Samuel White Email & Phone Number

Sydney, New South Wales, Australia

• Responsible for achieving essential key performance indicators (KPIs) within the Asia-Pacific (APAC) region.• Supervising an offshore team, addressing challenges through seamless communication and collaboration.• Proactively promoting excellence within the team through consistent and regular coaching strategies, contributing to overall team success and professional development.• Providing mentorship to the customer service pod leaders, enabling them to independently lead and guide their teams effectively.• Accountable for the management of all APAC complaints, ensuring transparent communication with customers while diligently adhering to the Anti-Money Laundering (AML) and Counter-Terrorism Financing (CTF) Act 2006.• Initiating outbound calls to customers, ensuring effective follow-up on existing escalations and resolution of complaints.• Actively driving continuous improvement by conducting regular reviews of existing interactions and processes. Leveraging data to substantiate change requests and effectively communicate recommendations to stakeholders across global domains.• Analysing historical forecasts against current volumes, leveraging data to optimize rosters and minimize impact on service levels.• Contributing to new hire recruitment through interview participation and facilitating onboarding support.

Macquarie Park, New South Wales, Australia

• Efficiently planning employee workloads, identifying skill gaps in the workplace, as well as developing and implementing training programs to ensure continuous improvement in the capability, knowledge and performance of the team.• Competently leading a hybrid cross-skilled team across customer and restaurant interactions, monitoring team members’ performance through one-on-one meetings and KPIs tracking, and enforcing staff development best practices.• Undertaking key responsibility for the quality analysis of applications from conception to implementation, utilising sound analytical and problem-solving skills when dealing with issues that require priority attention.• Showcasing exceptional leadership skills by effectively dual managing two teams for a total of 25 agents, providing onboarding trainings to newly hired staff on the use of Salesforce, overseeing their work to successfully build menus on the Menulog application.• Successfully exceeding KPI metrics such as, quality assurance, CSAT and efficiency metrics through Professional application of coaching and team and individual development best practices.• Coordinating with cross-functional teams and key stakeholders, while adapting to challenging and coinciding demands to effectively achieve outcomes that will benefit the organisation.• Managing staff remotely including introducing automation of work projects, establishing KPI criteria, guidelines and processes, supporting them in transitioning and change through coaching and mentoring.• Playing a vital role in the development and implementation of the company’s change management practices and continuous improvement initiatives such as workflow process automation to accelerate and enhance operational efficiencies.• Taking an entrepreneurial approach to the business by actively identifying threats on churn risk and developing effective strategies aimed at generating business opportunities, and mitigating risks to drive business results.

North Ryde, New South Wales, Australia

• Effective team management across various federal government contracts, including campaigns for the Australian Taxation Office and COVID-19 response campaigns for Services Australia.• Constantly achieving customer retention goals by efficiently planning and managing all outbound call centre activities, and providing hands-on support and guidance to the team, making sure they deliver the required customer experience, service quality, and campaign targets.• Managing a team of up to 20 members, ensuring they maintain accurate CRM records to improve customer data reliability, efficiency, and quality.• Identifying and analysing data that reflect on team’s performance while assessing the technical competence of the team, continuously developing their knowledge and skills for effective service delivery.• Possessing a unique knowledge of the field due to years of experience within the industry, proficiently providing expert advice to account managers, and customer service representatives that result in positive outcomes.• Engaging and supporting a hybrid cross-skilled team across inbound and outbound contracts, monitoring team members’ performance through one-on-one meetings and KPIs tracking, and enforcing staff development best practices.• Collaborating with internal stakeholders on multiple projects to improve overall business performance and ensure client expectations are met.

• Responding to taxpayer’s individual, business and debt queries through inbound and outbound phone calls in a high-volume call centre and debt collection environment.• Facilitating appropriate client outcomes by applying relevant knowledge, legislation, regulations and procedures.• Maintain high level of security with client’s personal information.• Providing floor walker support for recently up skilled CSRs in consolidation.• Mentored new team members transitioning into the role within the business.• Navigate multiple information systems simultaneously and multitask to assist callers with completing tax obligations.• Processing various taxation forms and correspondence.• Managing multiple webchat interactions.• Educating clients on legislation, procedures, their rights and responsibilities while building relationships to ensure that every interaction with our taxation system is positive experience.

Hornsby, New South Wales, Australia

• Manufacturing and assembling equipment for the food and pharmaceutical industries.• Working alongside customers to meet deadlines in the safest and most time effective manner.• Self-scheduling and completing tasks on the basis of priority.• Adhere to all workplace health and safety requirements.• Maintaining plant and equipment so operation activities can be performed safely, effectively & efficiently.

Hornsby, New South Wales, Australia

• Manufacturing and assembling industrial baking systems for the food industry.• Collaborating with customers nationally and internationally to install production lines in a safe, timely and cost-effective manner.• Resolve operational or technical equipment issues to minimise manufacturing interruptions.• Supervising multidisciplinary teams of up to 5 staff members.• Engineering templates and equipment as part of R&D to improve overall efficiency within the business.• Plan, schedule and organise individual work within the requirements of the workplan.• Understanding and application of safety management principles and engineering and maintenance practices.

Certificate Iv In Leadership And Management

High Performance Management Techniques

Certificate Iii In Customer Engagement

Safely Access The Rail Corridor

Certificate Iii In Engineering - Mechanical Trade

Transport And Logistics Training Package

Certificate Iii In General Education For Adults