The Movigo group (Right2drive & TAMMS) specialises in everything related to repair and replacement of vehicles damaged in accidents. Our aim is to get our customers back on the road quickly and as efficiently as possible. As the Director of Operations, I was responsible for leading the team that delivered outstanding Customer service and accident replacement vehicles to all not at fault drivers (150 people across 27 sites in 2 countries). Key Responsibilities:-  Strategic and… Show more The Movigo group (Right2drive & TAMMS) specialises in everything related to repair and replacement of vehicles damaged in accidents. Our aim is to get our customers back on the road quickly and as efficiently as possible. As the Director of Operations, I was responsible for leading the team that delivered outstanding Customer service and accident replacement vehicles to all not at fault drivers (150 people across 27 sites in 2 countries). Key Responsibilities:-  Strategic and operational direction of the Operations function (professional and customer centric). Target a different breed of Customer service executive. Develop an on-boarding program. Champion our Net promoter score.  Identify all areas of underperformance and risk. Implement a program of work to address identified areas of concern Manage third party relationships. Prepare the operations team for increased competition. Reduce the month end un-billables. Extend the hours of operation. Show less

As the Director of Operations I was responsible for the overall performance of Milton Graham’s Collectors and account management teams (250+ people across 4 sites, in 2 Countries). This included all Client benchmark performance as measured by our Clients.Key Achievements included: -- MG was the No 1 Debt Collection Agency between 2017 & 2020, consistently winning over 75% of Client benchmarks (on panels where we competed).- Delivered monthly Governance presentations to our… Show more As the Director of Operations I was responsible for the overall performance of Milton Graham’s Collectors and account management teams (250+ people across 4 sites, in 2 Countries). This included all Client benchmark performance as measured by our Clients.Key Achievements included: -- MG was the No 1 Debt Collection Agency between 2017 & 2020, consistently winning over 75% of Client benchmarks (on panels where we competed).- Delivered monthly Governance presentations to our highly valued Clients (performance, insights and opportunities). - Culture - Implemented a new incentive program for all Collectors (uncapped with compliance as the only gate).- Culture - Implemented a monthly Newsletter for Milton Graham to deliver a clear and positive communications channel. - Culture - Championed a revised Reward and Recognition program including a “fun squad”.- Refined our “Managing underperformance” process and actively managed the under target Collectors.- Implemented and sponsored a Pathways program for selected high achievers.- Consistently delivered OPEX target by closely managing headcount and all other expenses.- Reduced the reliance on people by implementing Robotic and digital solutions.- Improved employee engagement scores year on year. - Achieved IRAP certification for Government business- Implemented over 20 Robotic solutions to reduce repetitive and labour intensive tasks. - Delivered people plans focussed on Talent identification, Succession planning, skills development and retention strategies for “at risk” people. - Championed a collaborative approach across all illion business units with all MG people.- Led the MG team through the challenging COVID period. Successfully moving 100% of all Collectors to WFH. Show less

As the General Manager of Customer Services I determined the strategic and operational direction for the Customer Service business unit. I was also responsible for driving performance across all Veda Group Companies and customers as well as providing leadership to the Customer Contact Centres for Verify and Veda Australia & New Zealand. Key Responsibilities:- - Lead the customer service/support activities to achieve service delivery standards, customer satisfaction and… Show more As the General Manager of Customer Services I determined the strategic and operational direction for the Customer Service business unit. I was also responsible for driving performance across all Veda Group Companies and customers as well as providing leadership to the Customer Contact Centres for Verify and Veda Australia & New Zealand. Key Responsibilities:- - Lead the customer service/support activities to achieve service delivery standards, customer satisfaction and financial objectives.- Meet all Regulations obligations.- Optimising the performance of the Customer Services - Lift Veda’s customer satisfaction score to target levels- Represent Customer Services on all Strategic projects.- Achieve Sales Targets - Manage OPEX in-line with budget expectations.Key Achievements: -- Delivered a new Complaints & Corrections Hub for all Customer requests- Re-engineered process to align with new system.- Integrated NZ Customer Service into the Australian operation.- Reduced headcount by optimising the operation (40% saving).- Documented, Identified and successfully led the Contact Centre Technology Refresh program- Created & Presented the One number strategy for Veda- Significantly reduced attrition in the Customer service operation - Implement a quality framework for FOH & BOH operations - Successfully prepared CS Operation for Comprehensive Reporting regulatory change - Rebuilt the Veda CS operation post a problematic system implementation. Show less

My role at Origin Energy is to lead the Consumer Sales Delivery team comprising of the following channels: - - Customer Acquisition & Retention- New Property Connections - Saves / Win back - Moves - 3rd Party Channnels (Door to Door, Comparitors & Outbound telemarketing) - On-line. In total, approximately 700 people with a 50/50 split between direct & indirect.In this role I am directly responsible for Net Customer Numbers, Channel Wins Targets, Customer… Show more My role at Origin Energy is to lead the Consumer Sales Delivery team comprising of the following channels: - - Customer Acquisition & Retention- New Property Connections - Saves / Win back - Moves - 3rd Party Channnels (Door to Door, Comparitors & Outbound telemarketing) - On-line. In total, approximately 700 people with a 50/50 split between direct & indirect.In this role I am directly responsible for Net Customer Numbers, Channel Wins Targets, Customer Satisfaction, Campaigns execution & OPEX management. Significant achievements- Joint ownership of “Program Evolve” – Customer Centricity program for all of Origin’s Contact centre operations. - Operational readiness for SAP implementation - 4 releases & over 3.5m customers. - Customer satisfaction score maintained during business transformation – 6.5.- Implemented a new Sales Incentive / performance scheme for all Inbound Sales Channels.- Successfully completed contract negotiations for 3rd Party Channels (D2D & OTM).- Doubled the size of the D2D field sales force (Jan – May 2012) “project 300”.- Achieved 30% improvement in conversion rates in the Inbound Customer Acquisition team - Achieved a Sales Staff Engagement score of 65% with the inbound Moves team recording a 77%. Show less

My role at AAPT was to lead the Customer Operations team for the Consumer and Small Enterprise group. This is made up of the 2 distinct groups (a) The On-shore operation at Glebe with over 100 people and (b) the Off-shore operation based in Manila with another 350 people. This operation is managed through our outsourced supplier, TeleTech. I own and manage the Operations strategy and execution throughout the entire Consumer operation. Areas of Responsibility include Contact Centre… Show more My role at AAPT was to lead the Customer Operations team for the Consumer and Small Enterprise group. This is made up of the 2 distinct groups (a) The On-shore operation at Glebe with over 100 people and (b) the Off-shore operation based in Manila with another 350 people. This operation is managed through our outsourced supplier, TeleTech. I own and manage the Operations strategy and execution throughout the entire Consumer operation. Areas of Responsibility include Contact Centre Operation (Customer Experience, Customer Resolution, Inbound Acquisition, Outbound Escalations & Retention)Workforce Operations (Forecasting, scheduling & analytics)Assurance (Technical & Provisioning support) Credit & BillingQuality and Performance teams (Induction, skill enhancement & product training) Transformation managementSignificant achievementsOperational readiness achieved for Launch date – On time and on budget.Consistent achievement of all contact centre targets Performance improvements & refinements leading to reduced FTE requirementsSuccessful achievement of post launch, internal audit & review Highest Engagement scores in Customer servicesImproved Customer Satisfaction (CSAT) score Improved Net Promoter Score Successfully developed an Off-shore Call centre operation of 350 seats in Manila. * Maintain CSAT results during transition. * Reduced our cost base by over $20m Managed the Business & Wholesale Service Centre teams for 12 months through a transition period Show less

Lead the contact centre operations for AAPT Consumer & Small Enterprise business, in order to deliver an optimum customer experience. This involves approximately 750 people distributed across multiple sites in Australia. - Supporting Acquisition & Customer Marketing initiatives. - Providing leadership and strategic input into both “Programs of Work” & BAU, to optimise the contact centre operations. - Engagement of relevant parties to ensure seamless customer… Show more Lead the contact centre operations for AAPT Consumer & Small Enterprise business, in order to deliver an optimum customer experience. This involves approximately 750 people distributed across multiple sites in Australia. - Supporting Acquisition & Customer Marketing initiatives. - Providing leadership and strategic input into both “Programs of Work” & BAU, to optimise the contact centre operations. - Engagement of relevant parties to ensure seamless customer experience, primarily Marketing, Sales & customer operations. - Mitigate risk by focusing on product, re-rating, campaigns etc (avoidable inputs) - Robust communication strategy & delivery to grow engagement, improve understanding, and build a high performing team. - Champion Churn reduction initiatives - Welcome & Bill Walk through Calls Show less

Management and delivery of end to end fulfilment processes for AAPT’s Mass & Managed Customer base. This includes: -• New services, Relocations, Cancellations & Jeopardy Management• Upgrades / Downgrades / Changes• Manage the post sales to first invoice liaison with all Customers.• In conjunction with Account Managers, Client Service Managers and Service Excellence Centre, manage the post sales to first invoice for Managed Customers• Operate as the principal… Show more Management and delivery of end to end fulfilment processes for AAPT’s Mass & Managed Customer base. This includes: -• New services, Relocations, Cancellations & Jeopardy Management• Upgrades / Downgrades / Changes• Manage the post sales to first invoice liaison with all Customers.• In conjunction with Account Managers, Client Service Managers and Service Excellence Centre, manage the post sales to first invoice for Managed Customers• Operate as the principal liaison for all AAPT customer facing business units relating to fulfilment issues, including Corporate, ME and Trans Tasman (provisioning issues), and Telesales, Consumer, Wholesale and Channels (core fulfilment issues). Show less

Leading the Sydney Commercial Account management / Outbound Telemarketing operation. * Managing the interface between Customers & Telecom service providers.* Achievement of sales revenue targets $55,031,340 in 94/95). * Achievement Y.T.D. (September - 114%). * Achievement of service / Customer satisfaction targets. o Customer access over 85% G.O.S. o Customer satisfaction survey > 40% Excellent* Responsible for all staff recruitment and training.*… Show more Leading the Sydney Commercial Account management / Outbound Telemarketing operation. * Managing the interface between Customers & Telecom service providers.* Achievement of sales revenue targets $55,031,340 in 94/95). * Achievement Y.T.D. (September - 114%). * Achievement of service / Customer satisfaction targets. o Customer access over 85% G.O.S. o Customer satisfaction survey > 40% Excellent* Responsible for all staff recruitment and training.* Implementation of marketing campaigns & follow-up activities.* Organising Customer functions. Show less

* Developed the N.S.W. Commercial Inbound Telemarketing operation.* Managing the interface between Customers & Telecom service providers.* Improvement customer access - G.O.S moved from 40% to 85% in 6 months.* Achievement of sales revenue targets o $64,000,000 in 92/93. Result 121.26%. o $62,215,000 in 93/94. Result 153.27%.* Achievement of service / Customer satisfaction Targets.