Adam Farmer

Manager, Customer Contact: 12/2019 - 10/2020

Senior Manager, Customer Contact: 10/2020 - present

Commonwealth Bank is Australia's biggest bank that provides a variety of financial services including retail, business and institutional banking, funds management, superannuation, insurance investment and broking services.

Responsibilities:

• Monitored and reported on trends in customer interaction to evaluate processes and capitalise on improvement opportunities
• Managed customer complaints while prioritising customer satisfaction
• Created forecasts and capacity plans to ensure sufficient support for workflow demands
• Produced Standard Operating Procedures for teams to follow, which aligned to Group standards and policies
• Worked with regulators including ASIC to ensure expectations and standards were achieved
• Produced training material and facilitated training to all team members to ensure role expectations and customer service expectations are met
• Created and developed a strong working culture that allowed all team members to thrive in

Achievements:

• Promoted to Senior Manager Customer Contact within 8 months of employment
• Inducted 200+ new recruits into the Remediation program
• Developed multiple staff to further progress their career within the bank
• Increased team productivity by 35% by reviewing and improving existing process
• Supported with the rollout of Salesforce CRM and a new dialler

Make It Cheaper is one of Australia’s leading Energy brokers who work with Residential, SME and Industrial consumers of energy with the aim to reduce their energy bills as well as provide procurement services during their tendering period. Opening in London, UK in 2007, Make It Cheaper expanded to Sydney, Australia in 2010 and has since grown to save Australian businesses over $10million per year.

Responsibilities

• Worked directly with the Commercial Sales Director and the Sales Operations Manager on a daily basis to implement strategies to increase revenue and achieve company KPI’s
• Assessed call centre trends to identify improvement opportunities for providing exceptional service and devised forward-thinking approaches to better align processes with intended results.
• Followed through with customer requests to resolve problems.
• Overall campaign management duties with high involvement in strategic business decisions, managing timesheets, forecasting FTE and recruiting where needed
• Data analysis to manage campaign performance and data forecasting to align with financial budgets
• Carried out weekly performance meetings to review sales agents ongoing performance, implementing improvement plans when required with versatile coaching methods to cater for varied learning styles
• Conducted full induction training to ensure employees settle into the company easily and have the skills and materials to succeed in the role
• Conducted regular sales training and coaching sessions aimed at developing and progressing employee’s transferable skills
• Analysed and improve company training methods and materials to increase for commercial sales and employee engagement
• Represented the business at partnership events to network for additional business

Achievements

• Completed the GENOS EI Leadership program helping to manage conflict, difficult conversations, HR investigations and coaching
• Work with external life coaches to increase company engagement
• Crucial in driving company culture which encourages high performance and employee retention within sales agents
• Maintained a Quality Assurance record of +90% to ensure compliant sales
• Consistently met key metric goals and managed multiple campaigns simultaneously to create new revenue streams. Also contributed to revenue for other areas of the company
• Achieved department revenue growth of 50% over three years
• Contributed to the roll out of two dialling platforms
• Provided learning and development opportunities to agents to aid with their progression through the business
• Launched regular company incentives to drive KPI’s
• Implemented dialler strategies to maximise sales opportunities
• Deliver company meetings

Iceland Food Stores is a UK based supermarket that specialises in frozen food, offering affordable yet high quality food. With over 850 stores nationwide, Iceland was voted ‘The Times” best company to work for 2015 and 2017 during my tenure at the company.

Responsibilities

• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Trained and regularly mentored team members on performance-oriented behaviours and customer service techniques to ensure customer service standards were maintained.
• Represented the store at company conferences and events to provide insights and ideas on evolving the business and improving the customer experience
• Planned and executed cycle and phase changeovers to align with the company vision
• Conducted full induction training using both practical and theory to meet the varied learning styles of employees
• Managed a team of 40 employees to ensure a smooth running of the store that includes varied roles such as cashiers, delivery drivers, stock replenishment, stock counts
• Conducted weekly financial discrepancy counts and cash office checks

Achievements

• Employee of the Year 2014, 2015
• Reduced stock loss by 20% over a 12 month period
• Consistently met company KPI’s that contributed to the overall profit of the business
• Launched regular incentives to drive store engagement
• Partly managed the refurbishment of the store
• Up skilled and progressed multiple employees into managerial roles, enabling them to progress their career