Contact Centre Manager - National Customer Relationship Centre

• Sep 2021 - Present

As Manager of the National Customer Relationship Centre, I identify, implement and maintain person-centred strategies to attract and register customers. Provide regular current information to customers and stakeholders on the available services. Support staff in dealing directly and respond promptly to customers by telephone, email, or other correspondence. Manage the scheduling of the National Customer Relationship Centre. Achievement of role specific KPIs including commencement of new customers, effective customer engagement, adherence to service standards and contractual obligations. Conduct all electronic record keeping in Government and Organisational Information Technology systems. Undertake associated administration and record keeping, customer files and databases to ensure that files meet with audit standards. Work collaboratively with other managers and staff to support initiatives. Fully understand relevant deeds, guidelines, legislation, regulations, Departmental advices, audit and monitoring feedback, to provide advice and/or recommendations on service development or improvement with respect to compliance, risk and opportunity. Work with stakeholders, internal and external, to achieve organisational KPIs. Implement and deliver procedures, policy and training. Regularly provide reports to verify the services being delivered meet contractual, operational and organisational requirements. Manage the recruitment, development, attendance, performance and morale. Contribute to accreditation requirements ensuring operations are conducted ethically, fairly and within the statutory legal and contractual requirements. Show less

Employment Support Consultant

• Jan 2021 - Aug 2021

Delivering person-centred, customer focussed employment services. Identifying, implementing and maintaining strategies to assist customers remain in employment through supports, coaching and guidance to achieve sustained employment, in line with organisational and contractual requirements. Ensuring services are delivered in compliance with relevant legislation, deeds/contracts, service guarantees, standards and codes of conduct. This includes undertaking duties associated with the management of a customer caseload, building and maintaining internal and external relationships with stakeholders, such as employers, family and support requirements of customers and includes attendance at meetings. Contributing to the development of the team, ensuring operations are conducted ethically, fairly and within the statutory legal and contractual requirements. Maintaining compliance with contractual requirements for the services delivered including quality and timeliness. Show less

Cellar Door Sales

• Jan 2021 - Present

A passion for wine and delivering exceptional and memorable customer experiences for visitors to our cellar door. Taking visitors on a journey, sharing knowledge and telling the story behind the wine. A genuine vineyard to glass experience, sharing the love of small handcrafted wines complemented by a 180 degree view of the vineyard from where the wines are sourced. A passion for wine and delivering exceptional and memorable customer experiences for visitors to our cellar door. Taking visitors on a journey, sharing knowledge and telling the story behind the wine. A genuine vineyard to glass experience, sharing the love of small handcrafted wines complemented by a 180 degree view of the vineyard from where the wines are sourced.

APAC Customer Service Implementation & Delivery Manager - Air Tickets

• Aug 2019 - Jan 2021

To be effective in this role, I contribute to business growth by driving and implementing new acquisitions. Leveraging my strong leadership, business acumen and analytical skills, I provide oversight and direction to the Operation. While delivering the change management agenda through driving ROI plans to fruition, I always ensure all changes are managed and the stability of the environment is maintained. In order to ensure delivery on target, I thoroughly analyse performance and data and coordinate meetings to motivate, evaluate and improve performance. Once I have identified the training requirements and opportunities, I address them effectively by developing and implementing adequate training. Further, I document training and procedures to drive alignment across markets. I also control staff rosters and manage resources. With a forward planning approach, I review business effectiveness to ensure best practice in service and delivery. Additionally, I act as the escalation point for complex enquiries, define implementation project plans and document system enhancements for process streamlining.Key Achievements:• Gained recognition as the driver and champion of change for supporting, developing and implementing new strategies.• Successfully mitigated the impact of implementing a change management program.• Effectively delivered reduced cost of operation whilst maintaining and stabilising SLA. Show less

Customer Service Manager QLD/SA/NT - Air Tickets

• Aug 2019 - Dec 2020

My commitment as a Customer Service Manager QLD/SA/NT is to manage multiple projects, grow and manage existing accounts and sales as well as take the lead in further business development. In addition, there is a broad range of HR functions that I carry out within the scope of this role. To begin with, conduct interviews, recruitment, induction and training for new staff. I subsequently build and coach the team while simultaneously monitoring and assessing team and individual performance and conducting performance appraisals. Being an effective leader who cares about the wellbeing of his staff, I facilitate and ensure a positive and healthy work environment and develop and implement effective staff roster and leave management practices. Additionally, I act as a point of reference for payroll and other HR requirements. Being extremely well organised, I devise and implement plans to resolve issues, efficiencies and effectiveness. Integral to the success of this role is the ability to influence and manage internal and external stakeholder relations. In this regard, I engage in ongoing stakeholder meetings to document requirements and plan execution whilst developing productive relationships and ensuring stakeholder satisfaction. Further, I rely heavily on my well-developed networking skills and regularly attend industry functions and events with a view to driving business growth. Key Achievements:• Successfully managed the delivery of services whilst ensuring KPIs were met.• Achieved business goals and objectives through working collaboratively and cohesively with internal departments. Show less

Customer Service Manager SA/NT - Air Tickets

• Jun 2013 - Aug 2019

State Operations Manager SA/NT - Air Tickets

• Oct 2007 - Jun 2013

Team Leader SA/NT - Air Tickets

• Jan 2004 - Oct 2007

Customer Service Officer - Air Tickets

• May 1998 - Jan 2004