Customer/Channel Manager

• Aug 2019 - Present

Customer Services Manager

• Feb 2017 - Apr 2019

Key Responsibilities: Lead the Customer Service Team to deliver the difference for our B2B and B2R customers ensuring they receive a seamless service experience. Design and implement a Customer Services strategy that aligns to the strategic goals of the business focused on Profit, People, Performance and Processes to grow revenue for the business and build skill and capability in our people. • Build capability through coaching using available frameworks and tools to do this (Brava) • Build staff engagement demonstrating and living effective leadership behaviours (e.g. empowerment, open communication, trust, leading by example) • Drive KPI metrics and manage workflow to meet or exceed service level agreements. • Gain feedback from team and customers to focus on continuous improvement • Build strong collaborative relationships with both my team, management team and suppliers • Identify career opportunities for people and where possible assist them to reach their goals • Lead recruitment program and work with recruitment agencies to identify skills required, collaborating to get the best fit for the role Show less

Sales Operations Manager

• Apr 2013 - Jun 2016

Key Responsibilities• Partner with the business to influence decision making through providing insights and analysis to grow revenue and deliver effortless customer experiences (Nice Analytics Quality Tool)• Champion specific initiatives that will ensure commercial objectives are achieved. Work with key stakeholders across the business to design/develop & implement sales reward & recognition programme for both inbound and outbound contact centres inline with Strategic Plans• Develop sales plans and work with our Offshore partners and Centre Managers in both Inbound and Outbound call centres on operational improvement opportunities and projects to grow and retain revenue• Work with Training teams to ensure programs are delivered to grow skill capability across Sales & Service.• Work collaboratively with key stakeholders i.e. marketing to optimise opportunities, identify gaps and implement campaigns and programs of work to close gaps. Show less

Business Centre Manager (126)

• May 2009 - Apr 2013

• Coach and lead Team Leaders to deliver performance. Drive and develop retention team to increase revenue by growing customer loyalty• Lead continuous improvement to enable Right First Time and First Call Resolution• Drive engagement initiatives to ensure a highly motivated workforce • Create and drive quality and sales improvement initiatives • Create and drive KPI’s for all contact centre staff • Lead and assist in projects for the wider business • Research into techniques and strategies being used in corporate and contact centre industries to encourage learning of my people • Lead change in a fast paced, constantly evolving environment • Performance Management Show less

Business Team Leader/Manager

• May 1999 - May 2009

Key responsibilities: • Coached and developed Customer Solutions Representatives • Analysed performance reports and provided coaching/training to improve performance • People Leadership – including influencing, delegation, conducted performance appraisals, managed non-performance, and recruited new staff • Ensured representatives focused on right first time philosophies, creating superior value and ownership • Developed and led Team meetings/training Key responsibilities: • Coached and developed Customer Solutions Representatives • Analysed performance reports and provided coaching/training to improve performance • People Leadership – including influencing, delegation, conducted performance appraisals, managed non-performance, and recruited new staff • Ensured representatives focused on right first time philosophies, creating superior value and ownership • Developed and led Team meetings/training