Experience

B&D Australia

• National Customer Support Manager - Installations

  • Mar 2022 - Present



Ron Crouch Transport

• Australia
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• National Customer Service Manager

  • Feb 2021 - Mar 2022



Allegion, PLC

• National Customer Service Manager

  • Aug 2019 - Jan 2021

  History of consistent promotion culminating in leading Customer Service team across 3 locations – Brooklyn, Blackburn, VIC and Malaga, WA, remotely managing WA team. Drove productivity by creating performance objectives and KPIs for direct and indirect reports. Enhanced business-wide performance through multi department support. ⋙ Boosted first call resolution from 68% to an average 97.9%, exceeding Allegion’s 85% SoCA global target. ⋙ Maintained 98% against SLAs for first call resolution through identifying and driving continuous improvements. ⋙ Implemented process change reducing issues per order from 2.8% to .6%. ⋙ Created single source of knowledge improving productivity, accuracy and customer satisfaction. ⋙ Drove cultural change following acquisitions building mutually supportive team with a dedicated ‘service’ focus. ⋙ Mentored team leaders on providing inspiring team coaching to facilitate ongoing performance improvements. ⋙ Minimised customer service errors moving forward, building a Pareto (80/20 rule) identifying top root causes. ⋙ Presented weekly customer experience insights to Senior Leadership team, and communicated Employee Engagement Survey feedback to team members to inform action planning sessions. ⋙ Executed global work from home directive for all staff due to Covid-19, successfully ensuring nil disruption. ⋙ Identified individual team member’s dramatic drop in production from ~80 down to ~20 orders per day, providing coaching and implementing a buddy arrangement boosting orders per day to ~95. ⋙ As a Leadership team member jointly facilitated integration project consolidating 4 business units into single entity. ⋙ Overcame processing issues by creating user-friendly step by step documentation. ⋙ Project managed relocation of Sunshine facility to Brooklyn achieving zero impact on customer service. ⋙ Supported global initiative transitioning from Salesforce to Microsoft Dynamics.



Allegion

• Ireland
• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• National Customer Service and Warehouse Manager

  • 2015 - 2019

  Provided hands-on leadership and continuous improvement guiding Customer Service and Warehouse teams, and supported FSH Sydney operations. Contributed to ERP integration project. ⋙ Achieved 80% improvement in warehouse pick and pack accuracy, seeking input from warehouse staff from process review to innovative solution. ⋙ Ensured same day entry/dispatch by supporting team and provided hands-on assistance in the warehouse.⋙ Negotiated with third party suppliers to secure cost savings, including transitioning to new freight forwarder.⋙ Identified opportunities and increased product offerings to market, including range of special finishes. ⋙ Slashed stocktake time taken and dramatically increased stock level accuracy via random cycle counts. ⋙ Significantly reduced locksmith service calls and associated costs by educating builders to reduce builder error.⋙ Project lead managing Allegion Brisbane Warehouse closure including all logistical requirements.⋙ Played key roles in multiple mergers and acquisitions, integrations, organisational change and re-branding.⋙ Collaborated with HR team action planning employee engagement strategy.⋙ Facilitated training on new systems, processes and products pre-launch, maintaining open door policy.

• National Customer Service Manager

  • 2013 - 2015

  Created item codes. Approved Return of Material Authorisations. Monitored team’s data entry providing training as required. Advised Finance on InterCo pricing towards loading Recommend Retail Prices (RRPs). Released orders to Victorian and Queensland warehouses.⋙ Resolved delayed ‘no fault’ returns issues, ranging up to 12+ months.⋙ Collaborated with Operations Manager on developing employee engagement strategy.⋙ Conducted Performance Management manager evaluation and staff annual performance evaluation.⋙ Created and built bulk buy price files to ensure data integrity prior to uploading into ERP. ⋙ Introduced multiple initiatives to slash paper usage and associated costs and prevent accidental printing. ⋙ Facilitated staff product training and improved process and increased productivity. ⋙ Created client-specific BOM procedure and reference sheet to meet client’s unique needs.

• National Customer Service Supervisor

  • 2011 - 2013

  Engaged with Operations Manager to explore and initiate process improvement strategies and establish objectives and KPIs. Advised Finance on pricing towards loading RRPs. Released orders to Victorian and Queensland warehouses.⋙ Improved held-order customer response time down to 24-48 hours from 2 and more weeks.⋙ Identified pricing discrepancies and data errors and improved accuracy. ⋙ Improved individual and team performance by introducing team building activities, training and mentoring. ⋙ Developed improved processes and provided staff training. ⋙ Acted as the escalation point supporting team across all areas.

• Customer Service Representative

  • May 2008 - 2011

  ⋙ Focused on delivering continuous improvement in responding to customer enquiries, processing orders and validating data to ensure accuracy.