Steven Langridge Email & Phone Number

Australia

Perth, Western Australia, Australia

Perth, Australia

As the Customer Contact Supervisor I am responsible for the performance of the Kleenheat Contact Centre, including but not limited to voice, email, web chat and social media channels for both LPG and Natural Gas in Western Australia and Northern Territory. This includes the Contact Centre staff, but also extends to supporting functions including Training, Coaching, Customer Advocacy and Workforce Planning.

Perth, Australia

As the Business Sales Manager I am responsible for leading and developing a team of Business Sales Consultants and accountable for retaining and acquiring contestable energy customers with revenue up to $1M each. Whilst ensuring margin, market share and customer service objectives were met through the achievement of set operational targets, and the timely delivery of proactive and reactive sales and approved marketing campaigns from implementation through to contract fulfillment. Also tasked with formalising and managing Synergys Broker/Consultant channel and proactively managing a network of external and internal stakeholders that support the acquisition and retention of contestable customers.

Perth, Australia

As the Customer Experience Manager, I was accountable for the delivery of a premium sales and service experience to Synergy’s contestable customer base, supporting the achievement of sales, and customer experience targets. I was required to actively champion sales and service improvement opportunities as well as proactively address processes or service failures which compromise service delivery and sales contracting.

Western Australia, Australia

As the Logistics Supervisor I was responsible for leading and developing a team of agents and the day to day operations of the contact center, scheduling team and warehouse/parts department. This role required me to be responsible for the majority of the customer lifecycle interaction from initial correspondence and confirmation of booking through to schedule for technicians run to reduce travel time and maximise time on tools, including but not limited to the ordering of van stock and stock to be on site waiting for the field technician to attend site. Due to these responsibilities and teams in my direct report I was also tasked with the duty of getting the Appliance Rectification Program (ARP - inspection and/or replacement of gas devices pre-1975) back on track to meet committed deadlines.

Responsible for learning and development across iiNet locations in Perth, Sydney, Melbourne, Auckland and also accountable for Cape Town outcomes. This included everything from inductions and product launches through to traineeships and externally booked coursed with other providers which was achieved through strong leadership of a team of 17 trainers across four locations and a strong relationship with iiNets outsourced partner Merchants located in Cape Town.

During my time as a Customer Service Manager I lead teams under both the iiNet and Westnet brands, across multiple skill sets. I launched the first work from home teams for both iiNet and Westnet which results in a third of the Perth-CC working from home.

Lean Six Sigma Green Belt, Process Improvement And Optimisation

Prince2® Practitioner, Project Management, Practitioner

Bsb51107 – Diploma Of Management, Management