Harrison White Email & Phone Number

Launceston, Tas, Au

Hook, Hampshire, Gb

Brisbane Airport, Qld, Au

In this role, I manage the day-to-day operation of the Customer Service Centre based in Brisbane, as well as four off-site contact centres (Perth, Sunshine Coast, Toowoomba & Townsville) to ensure that the performance of the centres are consistent with the requirements of the company and government-provided minimum service levels.Role includes:- Working with CSC Human Resources to develop an environment for staff that minimises absenteeism and turnover and complies with applicable industrial relations legislation.- Ensuring all CSC wages and general costs are within the budget.- In-depth learning and management of back-end of company phone system (Avaya). Currently involved in a project with IT management to review the company's phone system, including call-routing and auto-queue systems. This process is improving call flow, and has seen an improved level of customer hold times by upwards of 30%.- Manage, monitor and improve company's suite of automation products to improve the overall automation rate.- All CSC staff hiring, as well as direction of CSC staff promotion and management.- Daily and monthly reporting for company Operations Manager.- Staff relations management and mediation.- Staff morale and engagement management.- Off-site staff management and engagement monitoring.

Brisbane Airport, Qld, Au

Customer Service Centre 2IC. Role included the following:- Refining, monitoring and utilising booking automation channels to drive call automation from 35% to 75%, and total booking automation from 65% to 82%.- Work directly with international call automation providers. Consistent liaison with these companies, including the communication of company requirements and requests, as well as managing expectations of internal and external stakeholders. - Creation and foundation of CSC targets for individuals and teams.- Management of Fleet Support and Team Leader teams, acting as a source of information and sound board, assigning and following up tasks, as well as providing leadership, guidance, coaching and feedback to these teams.- CSC supervision when manager was on leave.- Created, reviewed and refined all CSC training; ensuring content met company policy and procedures.- Performed all CSC training, including off-site training for staff members based in different contact centres.- Conducted staff reviews and monthly KPI meetings. Implemented coaching sessions and staff improvement plans to ensure staff retention and close skill gaps.- Pull call tapes for evidence in high-risk investigations.- Investigate escalated stakeholder complaints from other departments pertaining to CSC staff.- Identify and rectify staff and driver interaction issues to assist with effective workflow.- Identify and liaise with internal departments to bring on improvements and refinements to our booking and dispatch system.- Perform outage support and reporting when required.- Preparing documentation and policies for new projects and launches.

Brisbane Airport, Qld, Au

Inbound call role. Shift supervision of up to 20 staff on shift. Management of staff breaks, assistance, coaching and KPIs. This role involved live training and coaching of staff when issues were raised on shift, and coordinating with key internal staff to ensure that this coaching was inline with CSC policies.This role included the management of call queues and staffing levels, as well as overseeing the management of the dispatch team to ensure state-government set booking KPIs and service levels were being met.This role involved the overseeing of driver emergencies, ensuring internal teams were liaising with correct services and stakeholders to ensure driver and customer safety. As a 24/7 rotating role, outside of standard business hours, the Team Leader was the final level of management and therefore received all issues and queries raised by the contact centre team. This often included assistance with police investigation, in-depth internal system investigations, as well as customer and driver complaints and management. This was serviced directly via phone, as well as the use of a Service Desk (ManageEngine Service Desk Plus). This role also included generating reports, both statistical reports and shift reports, as well as handling on-shift rostering to cover shifts, and the management of all staffs to meet company set call KPIs.Program proficiencies gained:- Avaya Phone Systems and CMS- ShiftTrack Rosters and Systems - ManageEngine Service Desk Plus- Microsoft Suite

Brisbane Airport, Qld, Au

Inbound call role. Role involved base radio operation, driver query and CRM. Major complaint resolution management. Allowed for in-depth complaint and query investigations for key stakeholders. This role included the monitoring and covering of booking nationally, as well as monitoring and supporting multiple fleets throughout Australia. At any one time, this could be upwards of 1000 cars. This included the management of emergency situations, coordinating with staff and emergency services to rectify time-sensitive and dangerous situations.

Brisbane Airport, Qld, Au

Inbound call role. Handling customer bookings, call direction management, and minor complaint resolution management. Avg. call time of 60 seconds, with a stronger focus on customer relations than previous roles. Within 2 weeks, due to my previous experience at Suncoast Cabs, I was able to take on the management of all Sydney and Melbourne bookings, monitoring and covering work within set KPIs.

Marcoola, Queensland, Au

Inbound call role. Role involved base radio operation, driver query and CRM. Major complaint resolution management. This role introduced me to query and complaint investigations, as well as the supervision and daily management of a maximum of 6 staff members per shift.On shift, this role would also include the monitoring and covering of dispatched work, as well as monitoring and supporting a fleet of 120+ cars. This included the management of emergency situations, coordinating emergency services to rectify time-sensitive and dangerous situations.Towards the end of my employment, I was tasked with training new staff in both Customer Service Officer and Query Operator roles.

Marcoola, Queensland, Au

Inbound call role. Handling customer bookings, call direction management, and minor complaint resolution management. Avg. call time of 40 seconds, with max performance at approx. 15 seconds/call. This includes obtaining customer name, number, pick up address, passenger numbers, booking time and destination.