Tom Seelbach Email & Phone Number

Sydney, Australia

• Part of management team of 4, in charge of the Customer Support Department of 200 staff.
• Assisting with day-to-day business development for the Customer Support Department, identifying opportunities and implementing solutions to improve customer satisfaction, reduce cost for the business and ensure ongoing.
• Facilitated switch of chat provider from Liveperson to Comm100 by actively researching alternative offerings, taking into account cost and scalability as well as customisation possibilities to suit business needs.
• Negotiated as single point of contact with Comm100 on custom server setup and switch from Liveperson, working with contacts in Sales, Marketing in Tech on Comm100 side to develop a custom server setup to cater for our.
• Spearheaded custom feature development and setup of chat platform.
• Serving as admin for our chat platform and dealing with day-to-day operations of all user and customer facing aspects of our customer service setup.

Sydney, Australia

• Reports to the Call Centre Manager with responsibility for managing the daily running of the call centre, including effective resource planning and implementing call centre strategies and operations.
• Delivered a highly efficient and effective call centre framework in a 24/7 environment, with a focus on reducing costs per contact whilst setting KPI and goals for speed, efficiency, sales/customer service and quality.
• Led opportunities to optimise a workforce of 100+ call centre agents with a focus on cost-per-contact. Increased efficiency of scheduling, forecasting and planning, and made necessary changes in staffing and skills.
• Held the role of Call Centre Manager during times of absence and also covered for the HR Manager.
• Identified training needs and planned training sessions to continuously upskill staff.
• Worked closely with third-party IT service providers on technical issues through to audit requests and new products/functionality.

Bondi Junction

• Reported to the Call Centre Manager / Call Centre Assistant Manager:
• Played a key role to improving processes and procedures, as well as quality of customer service within a high-volume contact Centre which has over 60,000+ customer contacts.
• Set and reinforced KPIs, and managed real time monitoring of staff and queues, providing feedback to individuals and team as required and allocating resources as needed to deliver against wider service plan.
• Developed the staff through ongoing training and coaching and feedback processes. Worked in close collaboration with HR and Training department, creating training material and conducting team and 1on1 training.
• Removed blockers in work-flow which ultimately resulted in enhanced efficiency.
• Monitored all internal systems, chat system, email program, phone system etc. and worked with key stakeholders on development requirements and automation processes to make workflow more efficient.

Bondi Junction

• Reported to the Shift Supervisor:
• Provided frontline online support to inbound customer enquiries, providing the efficiency and speed of response needed to achieve departmental KPIs whilst delivering a high level of customer experience.
• Participated in company and team training sessions and team meetings, and successfully created training documentation and assisting supervisors and trainers in conducting training for staff,
• Performed on-line fraud research, monitoring the status of on-line transactions and web site performance.
• Maintained a thorough knowledge of company processes, products and promotions

Cert Iv, Business, C,D,Hd,D,C,Hd,D

High School, Mathematics, Biology, German Language, Religion

Activities and Societies: Chess club, volleyball team, soccer team, beginners karate, writer for school newspaperHSC education, completed.