Shane Baxter Email & Phone Number

London, England, United Kingdom

London, United Kingdom

Spearheaded a wide range of functions to deliver the Viewer Support component of the national 700MHz Clearance Programme. Responsibilities:- Stakeholder and vendor engagement- Operations management- Process improvement- Data analysis and reporting- Omni-channel service delivery - Measuring and driving performance - Scalable workforce planning - Hands-on programme management - Contract negotiation- Business continuity - Digital channel development- Complaints management and dispute resolutionAchievements:- Managed service delivery for key clearance events onsite, which consistently exceeded quality targets- Embedded a number of improvements which significantly reduced the impact from disrupted broadcast services, particularly for vulnerable and isolated viewers.

Sydney, New South Wales, Australia

Accountable for driving multi-site contact centre service quality and operational performance, achieving high member satisfaction and delivering on business objectives for Australia’s leading Medical Defence Organisation. Responsibilities:- Multi-disciplined teams management- Strategic planning and development- Leadership coaching and mentoring - Multi-site contact centre management- Project management- Influence and negotiation across different departments and seniority levels- Senior stakeholder engagement- Member insight analysis- Presenting and facilitating business planning events- Regulatory incident and compliance management- Managing the internal dispute resolution (IDR) process- Executive and Board reporting - Budgeting- Driving a member-centric cultureAchievements:- Demonstrated strong leadership capability and engaging stakeholders in coordinating the company-wide telephony platform upgrade ensuring minimal impact to business operations.- Credited with improving workplace culture by defining and integrating values-based behavioural standards into company-wide annual performance review process.

Europe

Extensive travel around Europe before returning to Australia.

London, United Kingdom

Spearheaded a multi-disciplined telecommunications provisioning team, ensuring positive customer journeys for new customers across a range of products and services.Responsibilities:• Measuring and monitoring team performance against KPIs• Driving staff engagement • Performance management• Supporting strategies to improve customer experience and operational efficiencies• Overseeing management of external vendors and off-shore call centres• Resolving and reducing operational incidents • Facilitating departmental business planning activities• Recruitment • Data analysis and reporting• Resolving escalations • Deputising for Head of Order ManagementAchievements:• Implemented career development and performance incentive structure resulting in improved work-place culture and measurable up-lift in team engagement.• Coordinated the seamless transfer of offshore contact centre service delivery from Manilla, PH to Durban, SA.

Sydney, Australia

Led a high-performing senior team to deliver against elevated service standards in administering and maintaining of a portfolio of high-net-worth corporate clients, strengthening relationships to embed member loyalty and achieve stretch-target acquisition and retention goals.Responsibilities:• Measuring and managing service quality• Driving high performance• Strategic planning• Driving member loyalty• Overseeing the relationship management of Corporate groups and Brokers• Developing and delivering continual improvement strategies • Leading acquisition and retention activities • Supporting Sales and Marketing, Underwriting and Claims departments as key contact• Data analysis and reporting• Interdepartmental communications• Complaints resolution and escalations • Deputising for Sales and Service Delivery Manager.Achievements:• Facilitating the smooth and seamless transition to new CRM platform• Driving record breaking acquisition result in 2015 (exceeding stretch target by 20%)• Recipient of Avant’s ‘Leading LITES’ award for outstanding achievement in living the company's values.

Sydney, Australia

Developed a high-performance, contact centre team to provide optimal member experiences to medical professionals and drive continuous improvement initiatives in a highly regulated environment. Responsibilities:• Coaching and mentoring• KPI tracking and monitoring • Recruitment and onboarding• Data analysis and reporting• Driving member/customer advocacy• Performance management• Strategic planning• Change management• Quality monitoring and reporting• Complaints and escalation resolution Achievements:• Drove several team engagement initiatives which increased annual staff engagement rating from 55 to 71 in 2012• Refined and oversaw debt collection process, resulting in reduction of aged debt from $4.5M to <$300,000 within 18 months• Implemented best-practice framework across all contact centre functions, achieving COPC accreditation and measurably improving service quality and overall member experience.

Sydney, Australia

Produced effective training solutions to instil sound knowledge and competency across a range of complex products, services, regulatory requirements and CRM platforms. Responsibilities:• Training and assessing new and existing staff• Developing, reviewing and updating training material• Staff on-boarding • Supporting continuous improvement initiatives• Skills gap analysis and resolution• Quality monitoring, reporting and coaching • Developing and maintaining online knowledge management tool• Vendor engagement for external training requirements• Managing training budget

Sydney, Australia

Provided general advice to Members and end-to-end processing of Member enquiries, including applications, cancelations, renewals, and administration of government schemes. Coached and mentoring new staff members and identified process improvement opportunities.

Sydney (Australia) And San Jose (U.S.A.)

Managing a small team of Customer Service Operators who answered in-coming sales and service calls from customers. My role included two short-term secondments to the San Jose based Head Office as Office Manager.

Sydney, Australia

An autonomous role in a fast paced environment where I was the first point of contact for new and existing clients. I was responsible for the smooth running of a small office and ensuring that all clients were tended to in an efficient and professional manner.

Sydney, Australia

Sydney, Australia

Sydney, Australia