• Initiated rollout of new enterprise software solution for sales reporting.
• Strengthened company's business by leading the implementation of Salesforce & Webchat.
• Worked directly with IT to achieve flawless phone systems and contact centre wallboards.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Created new revenue streams through the introduction of webchat - This made us first in our industry to provide this service to our client base.
• Developed and rolled out new policies.
• Exceeded company objectives and was awarded the KUONI STAR of THE YEAR for my department
• Hire and train staff
• Provide forecasting and cost analysis to Contact Centre Management and Business Management
• Manage the Client Contact Centre PABX platform - IPFX Administrator – including creation and deletion of extensions, queues, telephone number, IVR configuration and so forth
• Monitor call volumes, trends and patterns to ensure contact centre forecasting for each month was accurate
• Monitor, Report and Analyze call trends and data
• Provide Business support
• Point of escalation for Client Contact Centre for any computer and telephony issues
• Real Time Monitoring of Contact Centre KPI's & SLA's for Australia, Bangkok, Indonesia & Phillipines
• Daily, weekly, monthly reporting on individual, queue and team performance as well as overseas teams - Bangkok
• NPS (Net Promoter Score) analysis and team feedback
• Quality Assurance monitoring calibration and retrieval of calls for escalation purposes
• Project management
• Tracking costings of all equipment on site as well as budgeting for any application or system changes that the contact centre required
• Skills matrix development & training
• APRA Licensing coordinator (needed for the phone lines hold function
• Change management
• Prepare of documents and presentations for both Australia and Bangkok based management. Inclusive but not limited to recommendations of procedural changes commenced by either the Client Contact Centre Trainer or myself, upgrades to software and telephone systems
• Upskilling program coordinator - carrer progression
• Delivering improvement plans where needed to Contact Centre manager
• Providing support to Client Contact Centre in the absence of management
• Motivating and inspiring team members with compliments received via NPS
• Liaising with clients overseas and interstate and maintain existing business relationships
• Project - Assisting, liaising and strategizing in handover of Client Contact Centre to Third Party Vendor - Manilla

As a touring & logistics manager and Event Coordinator I am responsible for the day to day bookings of accommodation, air transport and ground transport. I am also in charge of all artist management whilst on tour, artist enquirers, soundcheck, itinerary building, new talent acquisition, social media advertising and client relationships.

My work is not only limited to artist and management, but it also includes crew logistics, media arrangements, budget maintenance, ticketing and guest list management.

I work independently as I have full trust from the Directors of Genesis.

Responsibilities included in my role are:

• Coordinate and organise all aspects of the tour, from equipment transfer, dinner arrangements, replacement of broken equipment needed for a show, to venue re-arrangement and staff allocation.
• Book, itinerise and coordinate all travel associated which includes flight, chauffeurs and accommodation
• Prepare schedules for the artist in regards to any other extra curricular activities artist wish to partake in - ie sightseeing tours, restaurants and Zoo visits. This will at times entail organising personal buses to drive all artist and management to each activity
• Prepare presentations in all formats for new possible acts to tour in Australia
• Coordinate and attend promoter meets once per month
• Assist with the recruitment of promoters and event drivers
• Anticipate and exceed our Guests Expectations through an intuitive approach to customer service
• Maintain a close and proactive relationship with all key departments
  
• Manage a small team of event drivers and artist liaisons
• First point of contact for the entire tour for all managers and touring artist, irrespective of what city they are playing in
• Ensure all artist riders (technical & hospitality) are taken care of before show time
• Sound check equipment management - ensuring artist is happy with equipment quality for the show inclusive of microphones
• Ensure all aspects of the event are set up and are carried out in line with artist and management requirements
• Administration and coordination of a event from start to finish
• Processing of Visas – 420 sponsorship & ESTA
• Manage all aspect of a tours across all booked cities in Australia
• Take care of all artist and managerial needs on ad-hoc basis
• Tour nationally with all artist to ensure all aspects of tour are to Genesis standards- Melbourne, Brisbane, Perth, Adelaide, Canberra, Hobart & Auckland
• Help in the organisation of events from start to finish inclusive of other states/cities. This can include venue selection, supporting artist, insurance, contractual changes, photographers and media
• Stage management
• Guest list management
• Management of artist for arena events - some shows range between 12-25 artist & management
• International artist tour arrangements for every second week for club show in Sydney
• Booking transfers and vehicles for all shows - arena and club

• Tupperware Tours (300 pax) - Yearly. Assisted as a tour guide, helped with daily activities for paxs, ensured all pax were accounted for at all times and educated on Sydney sights where ever possible
• Manage the contact centre queues - eight in total
• Point of escalation for customer related issues & Complaint handling
• Train new and current team members and ensuring adequate cross training of all team procedures both internal and external
• Establish team KPI's & SLA's, NPS structure and follow up
• Daily, weekly, monthly reporting on individual and team performance
• Quality Assurance monitoring & coaching
• Recruitment of new staff
• Providing support to team members on Inbound to ensure superior quality service is delivered on a daily basis
• Performance Management and ongoing development of agents
• Weekly and Monthly one on one coaching sessions, inclusive of adhoc on the spot issues as well as quality management.
  
• Liaising with other Client Contact Centre managers and team leaders overseas to assist in maintaining current and new client business relationships
• Team Goal Setting – clarification of each individual on performance expectation, work load and strategizing on how to achieve set figures
• Liaising with other external vendors & stakeholders such as Flightcentre Group to ensure greater quality of service to both client and consumer

• Manage the queue and motivate the team
  
• Monitor, coach and mentor – in the classroom and on the phones
• Point of escalation for customer service related issues & TIO complaint handling
• Help in the training of new and current team members and ensuring adequate cross training of all team procedures
• Establishing team KPI's & SLA's, NPS structure and follow up
• Daily, weekly, monthly reporting on individual and team performance
• Evaluation of current processes and implementing changes
• Facilitating problem solving and collaboration – Quality Assurance
• Recruitment of new staff
• Performance Management and ongoing development of agents
  
• Liaising with clients overseas and interstate and maintain existing business relationships
  
• Monthly liaising with Vodafone and Crazy Johns for Helpdesk issues and general line concerns
  
• OH&S Company representative
• Manage Team Leader and Supervisors to ensure ongoing team productivity and customer satisfaction

• Developed and rolled out new policies.
• Hired and trained over 5 new staff members.
• Developed and rolled out new policies.
• Coaching & Mentoring
• KPI Management
• Train and manage over 11 systems used in the call centre

• Management of outbound, inbound and Direct Response Television (DRTV) campaigns
  
• Management of outbound mortgage/refinancing campaign
• Management of accident insurance campaign
• Performance Management
  
• Liaising with all clients, ensuring all expectations are met and exceeded
• Providing the team with a vision of the project objectives
  
• Project Manager for charity campaigns as part of strategic initiative
  
• Facilitating problem solving and collaboration – Quality Assurance
  
• Conducting outbound sale calls relating to eBay/PayPal
• Set up of new campaign – Ebay/Paypal
• UAT testing
• Ensuring high quality training of all team members in other relevant areas such as DNCR, selling pitch and how to overcome objections in an effective way
• Revising and writing of script
• Team Goal Setting – clarification of each individual on performance expectation, work load and strategising on how to achieve set figures
• Evaluating and analysing the best way to produce a very high outcome in sales for campaign – looking at importance, quality and values and ensuring best approach is taken
• Monitoring and mentoring all CRM's on quality assurance and FAC general advice guidelines.
  
• Recruitment of new staff members
• Responsible for running compliance work in progress meetings between clients and compliance officers
• OH&S Company representative - President