Thomas Langley Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

• Lead, coach and provide strategic direction to the Account Management team, advocating and supporting 650 clients/accounts, manage the end to end customer experience across Civic.• Designed and implemented Service Agreement process, leading the team to proactively communicate enhancing the quality of interactions with internal and external stakeholders, managing client support requirements, budgets and legal obligations• Implemented new Service Agreement pricing structure in line with changes in Government legalisation• Advocate client’s support needs, managing client satisfaction ensuring support needs are met within budgets. Manage dissatisfied client and family incident and feedback cases, providing positive outcome for the clients and the organisation, resulting in retention of clients • Assist clients and their families in negotiating NDIS and other funding requirements as necessary to facilitate on-boarding of clients and providing an exceptional customer experience. • Build and maintain close working relationships with internal stakeholders including the Operations, Finance and Rostering Teams to provide Customers with an outstanding customer experience.• Analysed performance data, including customer satisfaction information, Service agreement productivity, to create and implement strategies to improve service standards

Sydney, New South Wales, Australia

Manage multiple complex and sensitive Planning Internal Review cases. Cases vary in nature, participants with various disabilities requesting access all 3 plan budgets. Adapting processes and policies to different situations and providing personalise outcomes• Conduct informal and formal discussions by effectively communicating verbally to all stakeholders including participants, Plan Nominees and Coordinators of Support, ensuring inclusivity and respect in each interaction and achieve call outcomes. Using various questioning techniques able to obtain information required to make best outcomes • Complete high level of investigation and problem solving to provide correct outcomes in Internal Reviews, able to thoroughly analyse and interpret evidence from a large range of sources, to have a holistic view of each participant’s requirements in line with government legislation• Complete administration tasks with high level attention to detail including building participant’s plans and referrals to other agency departments• Provide detailed outcome reporting to participants funding, able to use legislation and operational guidelines to provide outcome reports and provide detailed justifications.• Deliver unfavourable outcomes to stakeholders being compassionate and sensitive. Able to provide ‘next steps’ and solutions to participant’s questions and pain points to ensure high level customer satisfaction is delivered

Sydney, New South Wales, Australia

Analysed performance data, including customer satisfaction information, create and implement strategies to improve service standards• Designed and drove customer service standards and performance in high pace national service teams. Team accepted 400 – 500 calls & replied to 200 – 250 tickets per day• Increased customer satisfaction score by 5% from 88% to 93% over 6-month period by:o Designed and delivered end-to-end customer journey service standards and solutions,o Designed customer service induction training programo Designed performance management tracking document for call and ticket responses,o Create daily, weekly, and monthly analyst report and delivered to Executive leadership team• National contact centre workforce planning and management. Design new working operating rhythm achieve 25% less shrinkage from 50% to 25%. Designed and implemented department Service Level Agreements (SLA). Analysed data and used forecasting tool and managed the availability workforce on a real-time basis to ensure that service level objectives are met• Initiating continuous improvement to develop and implement policy and procedures in line with Government legislation - drive and manage change • Strong communication skills to advocated internally, managing key stakeholder relationships to ensure that the community's ideas and feedback is incorporated into the service standards and platform features.• Management of the day-to-day national call centre operations, managing competing priorities • Resolved high risk sensitive escalated customer issues, complaints, and incidents• Proactively contact ‘at risk’ clients to prevent client churn• Work collaboratively with managers and supervisors to facilitate change and a working environment and culture that promotes customer service• Advocating internally, managing key stakeholders’ relationships to ensure that the community's ideas and feedback is incorporated into the service standards and platform features

Sofitel Sydney Wentworth

• Lead entire hotel team through Covid-19 Hotel Quarantine by executing and project managing the hotel operations, staff, process, hygiene standards. Proficiently executed strategic business plan to ensure a profitable outcome of program with minimal negative exposure of brand to the community• Managed stakeholder including NSW Police, ADF personnel and Security to ensure all stakeholders followed correct process and safety standards aligned with Government approved policies • Managed operational budgets set company and hotel owners while in Hotel Quarantine program• Coordinate and implement projects and procedures aligned with infection control and other government guidelines to hotel staff and external Government approved stakeholders. Performed high level problem solving, facing new operational challenges, negotiating with stakeholders to provide best outcomes for hotel and guests. • Conducted internal staff grievance investigations. Conducting formal and informal discussions, collecting evidence from internal and external stakeholders, analysing evidence to provide outcomes to parties involved• Leads a team of 7 responsible for converting $1M in business and leisure group revenue annually• Increased quality and ResaVision (NPS) score from 55.92% (2018) to 88.15% (Bench mark 85%), increase 32.23%• Manages corporate accounts from multiple segments• Produce account production report and share in weekly performance meetings• Streamlined group quoting and conversion process• Drive strategies in the department to achieve hotel goals• Developed an empowered team by coaching and implementing development plans

Sofitel Sydney Wentworth

• Management of Club Sofitel operations (Reception & Food and Beverage)• Managing hotel VIP's and coordinating requests and standards with other departments. • Recruiting, training and development of Club Sofitel Team.• Increase Club Sofitel Scores:• Club Sofitel YTD NPS Score 80.1 from 71.9 (8.2 increase); past KPI target of NPS Club Sofitel Score of 80• Platinum Member YTD Club Sofitel Score 87.3 from 78.6 (8.7 increase)• Platinum Member NPS Score YTD 72 from 56 (16 increase)

Ibis Sydney Airport

• Front Office operations ensuring high service standards; moved NPS -19% to 38% in 12 month period, (increased 57%) also reached RPS and Loyalty targets• Resolved customer complaints and generally responded to guest feedback• A part of the 'Think Y' team ran by Simon McGrath (COO)Projects• Led Policies and Procedures project including Skidata system• Front Office Breakfast up sells program contributing to $71K Food Revenue over 10 months• Early check-in and late checkout procedures contributing to $6K Rooms Revenue• Chairing monthly WH&S Committee meetings

Ibis Sydney Airport

Novotel & Ibis Sydney Olympic Park

Novotel & Ibis Sydney Olympic Park

Bexley

Advanced Diploma Of Hospitality Management

Hsc