Xavier Smith Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

- Reduced active open complaint volumes by 75% from 390 complaints at peak to an average of 90 complaints- Lead the Escalations and Complaint team who manage complaints across Australia & New Zealand which have been unresolved and escalated from the customer service team- Monitored the complaints and escalation workflow using a range of systems to ensure that timely and fair outcomes are delivered to customers- Ensured that the team are compliant with the complaint management policy framework, merchant monitoring and customer screening processes and that they always demonstrate enhanced customer due diligence- Managed complaints which are unable to be resolved by the team and are further escalated, applying critical thinking skills to solve complex and critical complaints and prevent further escalation- Coached team members on documented processes, procedures, and best practice for resolving complaints, facilitating training on relevant policies including AML/CTF policies- Performed data analysis to identify trend and theme data using a variety of sources, applying these insights to drive continuous improvement by making recommendations on process changes- Collaborated with the compliance team in providing training and access to the suspicious matter reporting process for the complaints team to escalate matters where potential fraud has or could occur- Collaborated across the business globally to ensure consistency in complaint handling processes as Afterpay expanded and to ensure alignment after the Block acquisition

Melbourne, Victoria, Australia

- Increased the Merchant Administration team's Customer Satisfaction Score (CSAT) from 65% to 80%, within three months by conducting root cause analysis on historic CSAT responses- Resolved knowledge gaps in the existing team by conducting continuous coaching conversationsDocumented Standard Operational Procedures (SOPs) to ensure a consistent approach to team accountabilities- Oversaw the transition of the marketing inbox inquiries to the Merchant Administration team, leveraging Zendesk to digitise the management of these queries- Created relationships between the Merchant Administration team and other areas of the business, taking advantage of technical solutions such as Slack Channels to allow ongoing open and transparent communication- Established a cadence of touch points with key stakeholders to ensure an ongoing collaborative relationship between teams- Ensured the best results for the team by managing key stakeholders from across the business, including the merchant services team, marketing, sales and peers and colleagues- Managed the daily merchant settlement reconciliations to ensure merchant profile data integrity- Coordinated visits from e-commerce vendors to provide the team an overview of their product, allowing consultants a better understanding of the technical landscape to assist when managing merchants queries- Increased the manual ID team headcount by 150% by facilitating the transition of an existing consumer service team and expanded the team's scope to include global token removal- Oversaw the manual verification process for consumer accounts in Australia and New Zealand- Managed the token removal request process and queue globally- Managed a team of 10 employees remotely and provide continual feedback and coaching- Organised employee's schedules to ensure that the appropriate amount of time is dedicated to each queue- Conducted analysis of account data to identify suspicious activity and deny verification to prevent further fraud

Melbourne, Victoria, Australia

- Managing, motivating and developing staff providing customer services- Coaching staff and assisting call centre operators to resolve problems and customer inquiriesLiaising with other organisational units, service agents and customers to identify and respond to customer expectations- Developing and reviewing policies, programs and procedures concerning customer relations- Listening to calls conducted by call centre operators and providing performance feedback- Ensuring operational efficiency within the call centre team- Managing staff performance and conduct issues and the delivery of warnings and termination advice- Leading recruitment for the contact centre, managing the process end to end for over 40 new Afterpay Customer Service Representatives- Developing rosters and managing staff numbers to meet work flows

Melbourne, Victoria, Australia

- Managed inbound contacts from Afterpay customer and merchants- Provided advice on how to use Afterpay and driving self-service by educating customers on the processes to manage their accounts via the Afterpay app- Exercised discretion when adjusting customer’s payment schedules, advising them of the terms of good will adjustments to ensure that they can continue to meet their payment schedule obligations- Interpreted merchants Afterpay terms and conditions for customers- Assessed customer hardship requests, requesting evidence where appropriate to determine genuine hardship before escalation to the appropriate team- Dealt with customer ambiguity by asking open-ended questions to determine the root cause of problems- Flagged accounts that have suspected breaches to the terms of service. This includes customer who are underage, customers who are using fraudulent details or are using another customer’s details- Adhered to operational policies and meeting schedule adherence and the necessary level of contacts per day to ensure we met our service level agreements- Escalated merchant disputes to the merchant directly and communicate to the customer the progress of the escalation

Melbourne, Australia

Melbourne, Australia