Troy Buxton

Troy Buxton Email and Phone Number

Manager, Service Quality @ Department of Education & Training, Victoria
Melbourne, VIC, AU
Troy Buxton's Location
Greater Melbourne Area, Australia
Troy Buxton's Contact Details

Troy Buxton personal email

n/a
About Troy Buxton

I’m a dedicated, adaptive, driven and experienced professional, with over 20 years experience in the Customer Operations industry. I’m heavily driven by my values, particularly honesty, integrity, inclusion, loyalty and respect. I believe in creating an optimised workforce that has a customer first approach, supported by a focus on people, process and technology.

Troy Buxton's Current Company Details
Department of Education & Training, Victoria

Department Of Education & Training, Victoria

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Manager, Service Quality
Melbourne, VIC, AU
Troy Buxton Work Experience Details
  • Department Of Education & Training, Victoria
    Manager, Service Quality
    Department Of Education & Training, Victoria
    Melbourne, Vic, Au
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  • Department Of Education & Training, Victoria
    Manager, Service Quality
    Department Of Education & Training, Victoria May 2021 - Present
    East Melbourne, Victoria, Australia
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  • Department Of Education & Training, Victoria
    Senior Operations Lead
    Department Of Education & Training, Victoria Jul 2019 - May 2021
    Melbourne, Australia
    Ensure efficient, client focussed and best practice service delivery, for the DET statewide virtual Contact Centre.
    View
  • City West Water
    Workforce Optimisation Manager
    City West Water Jul 2014 - Jul 2019
    Footscray, Victoria, Australia
    This role is responsible for the delivery of the full suite of support functions to a 100+ FTE Customer Operations Division.Key Achievements include:Business SME/Lead in CISCO telephony upgrade, including IVR upgrade reducing call volume by 20%Delivery of optimised staff blending program, resulting in 4xFTE of benefitBusiness SME in NICE WFM & Quality Management implementation, with 5xFTE of benefit.Establishment & ongoing management of third party… Show more This role is responsible for the delivery of the full suite of support functions to a 100+ FTE Customer Operations Division.Key Achievements include:Business SME/Lead in CISCO telephony upgrade, including IVR upgrade reducing call volume by 20%Delivery of optimised staff blending program, resulting in 4xFTE of benefitBusiness SME in NICE WFM & Quality Management implementation, with 5xFTE of benefit.Establishment & ongoing management of third party Overflow Call provider, delivering 4xFTE of benefit through resource elasticity.Development of WFM program in back Office Teams, including scheduling, performance reporting and skill capacity planning. Implementation of Home Based Agent program, resulting in 15% productivity lift and 12% reduction in unplanned absence.Implemented Quality Assurance Program across entire Customer Operations division Show less
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  • City West Water
    Strategic Services Team Leader
    City West Water Dec 2010 - Jul 2014
    Responsible for:WFMTelephony AdministrationQuality MonitoringTrainingProcess documentation and review
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  • Telstra
    Various Contact Centre Leadership & Team Management Roles At Both Telstra And City West Water
    Telstra Jan 2000 - Nov 2010
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Troy Buxton Skills

Call Centers Change Management Contact Centers Stakeholder Engagement Leadership Process Improvement Call Center Workforce Management Stakeholder Management Business Process Improvement Vendor Management Project Management Customer Experience Management Operations Management Project Delivery Performance Management Ivr Team Leadership Service Delivery Recruiting Optimisation Strategic Planning Capacity Planning Resource Management Multi Site Operations Data Analysis Call Routing User Acceptance Testing Quality Management Training And Development Knowledge Management

Troy Buxton Education Details

Frequently Asked Questions about Troy Buxton

What company does Troy Buxton work for?

Troy Buxton works for Department Of Education & Training, Victoria

What is Troy Buxton's role at the current company?

Troy Buxton's current role is Manager, Service Quality.

What is Troy Buxton's email address?

Troy Buxton's email address is tb****@****.com.au

What schools did Troy Buxton attend?

Troy Buxton attended Victoria University, Australian Institute Of Management.

What skills is Troy Buxton known for?

Troy Buxton has skills like Call Centers, Change Management, Contact Centers, Stakeholder Engagement, Leadership, Process Improvement, Call Center, Workforce Management, Stakeholder Management, Business Process Improvement, Vendor Management, Project Management.

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