Experience

iPantry

• Australia
• Food and Beverage Services
• 1 - 100 Employee

• Customer Service Manager

  • Mar 2021 - Present



PROBE Group

• South Africa
• Services for Renewable Energy
• 1 - 100 Employee

• Operations Manager - Coles Online

  • Oct 2017 - Mar 2021

  • Project Implementation: o Experience in managing technology/ process and campaign integration; Live chat, online payment portal o Proven experience in setting up operating rhythm o End to end customer contact solutions. Center now operates using voice, voicemail, webchat, sms and emails providing a multi- channel customer interaction. o Optimization to reduce cost i.e. cost ratio to staffing o Business process improvement to drive customer satisfaction o Demonstrated experience managing a high functioning contact center team, with key focus on leading motivated and engaged teams to achieve outstanding business results o Proven track record of implementing and managing business change, utilizing team leader and agent skills for process improvements o Proven track record in setting performance targets and motivate / coach team members to achieve o Established productivity, risk focused and energetic culture o Effective customer service, stakeholder management and negotiation skills o Migration of campaigns from off-shore to on-shore o Setting up off-shore campaigns o Experience in managing a center of over 200 staff



Dream Street Lending

• Australia
• Financial Services
• 1 - 100 Employee

• Sales and Marketing Manager

  • Jan 2016 - Oct 2017

  • Staff Management o Managing a team of 6 outbound sales consultants o Coaching, training and management of sales and pipelines o Developing sales training and reporting o Incentive and reward management o Workforce management • Process Improvement o Leads optimization and outbound processing o Managing all aspects of outbound processing o Strategic planning, budgeting and profit responsibility o Performance analysis, continuous improvement and project management o Risk management and maintaining responsible lending o Leads refresh and streamlining leads delivery • Relationship Management o Internal and external client management o Developing sales targets in accordance with business requirements o Attend promo social events with clients o Liaise with promotional staff to ensure an adequate number of leads are retrieved / entered on a daily basis. • Technology o Implemented call recording tools Achievements: • Implementation of sales frameworks to achieve and meet KPI’s • Created a multi-functional sales team • Achieved stretch sales targets in consecutive months • Sales to appointment rate’s over 65% • Reduction in attrition • Created a positive, support environment



Baxters Food Group

• United Kingdom
• Food Production
• 200 - 300 Employee

• Customer Service Manager

  • Nov 2015 - Jan 2016

  o Ensure all incoming orders are entered into the “Oracle” o Coordinate the logistics of stock movement o Provide Sales administration support to the sales team to drive opportunities o Assist internal stakeholders with quality control issues arising from food or shipments o Staff Leadership o Conduct training and managing activities accordingly o Ensure all incoming orders are entered into the “Oracle” o Coordinate the logistics of stock movement o Provide Sales administration support to the sales team to drive opportunities o Assist internal stakeholders with quality control issues arising from food or shipments o Staff Leadership o Conduct training and managing activities accordingly



Aussie Farmers Direct

• Australia
• Food and Beverage Services
• 1 - 100 Employee

• Area Manager

  • Feb 2010 - Jan 2016

  Area Manager Aussie Farmers Direct; February 2010- November 2015 Workforce planner & reporting analyst Aussie Farmers Direct; February 2010- November 2015 Outbound Area Manager Aussie Farmers Direct; February 2010- November 2015 Achievements: • Reduction in attrition and sick leave via both inbound / outbound • Record outbound promotional sales in a week • Implementation of refer a friend campaign • Increased inbound upsells by creating new initiatives • Induction of reporting utilized by senior management • Implementation of daily, weekly and monthly stats • Launched commission structure in outbound environment