Adam Chiodo

To make a significant impact in a Service/Operations Management role, leveraging my extensive experience to support leaders, consultants, and emerging talent in developing capabilities, processes, and policies that enhance both customer and employee experiences.

• Montu Contact Centre Transformation, 01/01/24 - 12/31/25, Led change management initiatives, introduced KPI frameworks, and improved key performance metrics: reduced call handling time by 40% (15 to 9 minutes), decreased shrinkage by 20%, and boosted productivity by 30%.
• Medibank Cyber Attack Response, 01/01/22, Managed the Complaints, Escalations, and Digital Service teams during the cyberattack, reducing backlogged work by 80% (from 3,000 to 500 complaints) while maintaining positive attrition.
• Vulnerable Customer Initiative, 01/01/22 - 12/31/23, Developed and implemented a Vulnerable Customer contact process during the Cyber event, ensuring sensitive customer cases were addressed with care.
• Complaints Reduction, 01/01/20 - 12/31/22, Led process improvements and root cause analysis efforts that reduced complaints and escalations by 25% year-on-year in both 2020/2021 and 2021/2022 tax years.
• Feedback Automation, 01/01/17 - 12/31/18, Automated the frontline feedback loop, enhancing team leader development and operational improvements across Retail, Service, and Support teams.
• Work-at-Home Transition, 01/01/17 - 12/31/18, Successfully managed the pilot and full transition of remote work for contact centre teams, enhancing flexibility and performance.

• Self-Improvement
• Reading
• Music
• Gaming