Steve Doyle Email and Phone Number

Responsible for the definition, design, delivery, and handover-to-operations of critical programs of work, involving significant customer experience, technology solution, and commercial change outcomes on behalf of Datacom Connect and relevant Clients.This role directs a team of project professionals as well as the associated project streams and resources to achieve agreed outcomes, working with internal, supplier, and client stakeholders to agree on those outcomes and deliver the… Show more Responsible for the definition, design, delivery, and handover-to-operations of critical programs of work, involving significant customer experience, technology solution, and commercial change outcomes on behalf of Datacom Connect and relevant Clients.This role directs a team of project professionals as well as the associated project streams and resources to achieve agreed outcomes, working with internal, supplier, and client stakeholders to agree on those outcomes and deliver the associated program of work(s). Show less

Principle Executive ConsultantHead of all projects and commercial activities for business consulting services. Responsible for change programs, managing business transformation (customer experiences), quality operations, analytics and customer insights.About TCCC & TCEC:TCCC & TCEC are boutique consultancy businesses delivering high value business consulting, training and coaching services. Contracts have been across a range of business verticals in the private and… Show more Principle Executive ConsultantHead of all projects and commercial activities for business consulting services. Responsible for change programs, managing business transformation (customer experiences), quality operations, analytics and customer insights.About TCCC & TCEC:TCCC & TCEC are boutique consultancy businesses delivering high value business consulting, training and coaching services. Contracts have been across a range of business verticals in the private and government sectors on a variety of customer experience and transformational change programs.With a wealth of knowledge and experience at hand, we are able to bring in the best suited methodologies and insight to ensure a quality product is delivered at a competitive price.Our resources have been specifically selected for their experience and work in a collaborative We have provided services to large multinational companies, government departments, to family owned businesses. We have proven success with helping businesses with:• Customer experience strategy• Customer insights and business analysis• Process design and continuous improvement• Customer experience cultural change programs• Customer journey mapping and big data analytics• Communications, design, copy and strategy• Channel strategies (call centre, face to face & retail, website, mobile apps and social media)• Sales strategies• Organisational structure• Customer Service strategies• Productivity improvement• Contact demand, including volume reduction strategies• Contact quality strategies Show less

Responsible for the management of Customer Service operations and strategic development of the Customer Services functions; PTV Call Centre, PTV retail Hub, complaint & customer feedback, customer readiness and customer information / digital channels. The role identified ways of improving first contact resolution across all customer channels and driving continuous improvements of service delivery through people, technology, process and quality advancements, and influence key… Show more Responsible for the management of Customer Service operations and strategic development of the Customer Services functions; PTV Call Centre, PTV retail Hub, complaint & customer feedback, customer readiness and customer information / digital channels. The role identified ways of improving first contact resolution across all customer channels and driving continuous improvements of service delivery through people, technology, process and quality advancements, and influence key stakeholders to drive customer outcomes Show less

Roles included:General Manager – GEM Coaching Deliver enterprise wide desk top coaching tools and operating frameworks.Leadership of multiple contact centre locations, developing best practice coaching and employee engagement techniques to drive customer experience, sales and operating efficiency and effectiveness. Program success resulted in inclusion in HBR (Harvard Business Review) article Month, Year Telstra Digital Channel ManagerCross… Show more Roles included:General Manager – GEM Coaching Deliver enterprise wide desk top coaching tools and operating frameworks.Leadership of multiple contact centre locations, developing best practice coaching and employee engagement techniques to drive customer experience, sales and operating efficiency and effectiveness. Program success resulted in inclusion in HBR (Harvard Business Review) article Month, Year Telstra Digital Channel ManagerCross Company leadership for the development and deployment of a range of digital assets in contact centres and stores, including online net promoter tracking and customer feedback loops, live chat and online sales and sales fulfilment to business and consumer customers. Included establishment of methodologies for channel shift benefit tracking.Customer Relations Manager Operationally responsible for Telstra Consumer Telecommunication Industry Ombudsman (TIO) complaints management.Creation and implementation of strategies to improve TIO complaint performance and customer experienceSales Centre ManagerOperationally responsible for people leadership of a 150 seat sales contact centre. This role involved identifying operational opportunities and gaps through understanding and data interpretation and implementing strategies / tactics to meet operational targets including, sales, customer transaction survey performance, service levels and P&L accountability Show less

Operationally responsible for people leadership of multiple contact centres. This role involved identifying operational opportunities and gaps through understanding and data interpretation then implementing strategies / tactics to meet operational targets including, sales, customer transaction survey performance, service levels and P&L accountability