Brandon Davis

• I am accountable for the 24/7 contact centre for 13cabs in Melbourne, the largest site in a national network that takes 400,000 calls per month for cab bookings, calls from drivers and major account clients
• Implemented innovative service strategies to improve customer experience and engagement.
• The successful implementation of Cisco phone system nationally, replicating queue structures, streamlining queues and skills to improve efficiency of the phone operations
• The design, development and implementation of a Verint WFM (a first for this business) to improve rostering and drive performance through adherence management for over 250 staff
• Review of operational practices and process to create better support and tools for the leadership team and the staff on the phones
• Leadership growth program developed to invest in Team Leaders to help them build capability and skills required to lift performance
• Building an engaged culture through initiatives and practices to build trust and connection across all operational teams.

• Leadership and management of the strategic direction of the customer service function covering the core channels with the goal of transforming the service delivery model and customer experience for the residents of Kingston Council

Major accomplishments:

• 2021/22 my team achieved the #2 council and #8 organisation for customer experience nationally, recognised by the CSBA
• Designed and implemented new operating model to cover WFH and hybrid working
• Developed a wellbeing and engagement program for the Customer Care team that positively impacted presenteeism by 16%
• Delivered an industry first project that covered the development, and implementation of an autonomous chatbot capability for Kingston’s website, which now handles 80% of website interactions without human support
• Drove a suite of initiatives, partnering across the service chain, to improve customer experience which was also supported by improved data and analytics
• Designed and developed a voice of the customer process supported with reporting to elevate the customer experience across the organisation
• Drove development and enhancements of current telephony to provide better data and insights on customer activity and information on customers reasons for contact which was mapped against key customer events for resourcing
• Created a mix of internal and external digital services and service channels to support efficient processing of customer queries and requests
• Led the development of the knowledge management capability to ensure the customer information provided was correct through all channels.
• Created customer support strategies to increase customer retention.
• Monitored metrics and developed actionable insights to improve efficiency and performance.

• Managing People & Training and Process & Operations streams for a Customer Service Model Strategy implementation within the Customer Strategy area
• Key responsibilities were project planning, management and task completion to ensure key milestones are reached on time

Major accomplishments:

• Developed operational model for the customer service centre
• Created operational processes to support revised business model requirements
• Developed people capability requirements for the roles
• Developed all training and supporting materials for the new customer service centre
• Worked on CRM development within an agile context and change process
• Worked with the business leaders to ensure engagement and support of the changes and the new process for pilot
• Supervised multiple projects from project start through delivery by prioritising needs and delegating assignments.
• Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
• Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success.

• Led the large claims support area for the wholesale life division
• We were responsible for all claims administration and processing claims payments in a dynamic and fast moving environment
• If payments are not made as agreed it can affect the lives of our customers, so the focus was on efficiency and accuracy

Major accomplishments:

• Delivered consistent performance above service level (98% to a target of 95%) in a high pressure environment
• Error reduction program to reduce rework to less than 3%
• Multiple processes redesigned to reduce waste and 1.2 FTE capacity realised
• Payment process revamp to drive more consistent performance and quality
• Team reskilling program developed to deliver 100% cross skilling and rolled out
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Collaborated with other teams to identify and resolve customer issues quickly and professionally.

• This projects goal was to dramatically improve the customer experience for new applications for insurance sold via advisers nationally
• The process was completely reengineered and redesigned to deliver reduced turnaround time, clearer communication to customers and advisers, and clarity on role responsibilities between the client applications services team and the national underwriting team
• Communicated effectively with team members to deliver updates on project milestones and deadlines
• Coordinated project planning and execution with team members and team leads
• Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements
• Thrived in fast-paced, highly-adept team to develop and prioritise process changes and improvements in our service roadmap

Major accomplishments:

• Decision/Refer communication to the adviser same day
• New dashboard reporting on key metrics and data drivers.
• Completely re designed the process with new standard operating procedures
• Reduction in process steps from 63 to 30
• Reduction in hand offs from 10 to 3
• Reduction in check steps from 6 to 1

• Led a large administrative and suspense action team that delivered service benchmarks as well as embed the continuous improvement methodology across the teams
• Also accountable for successful Implementation of major product and technology initiatives, as well as management of effective risk controls for the business

Major accomplishments:

• Delivery of performance recovery program to return the teams to target 3 months
• Winner of the most improved large team award across CBA for Internal Service (Nov 2012)
• Delivered consistent results above target for service delivery and productivity
• Successful Implementation of a segmentation service model (Nov 2012)
• Development and delivery of large scale change management framework within the business
• First business team across the CBA to achieve Bronze Business Improvement Accreditation (Jan 2013)
• Delivery of over $250K in process improvement benefits in a 12 months period.
• Established team priorities, maintained schedules and monitored performance.
• Successfully managed budgets and allocated resources to maximise productivity and profitability.
• Leveraged data and analytics to make informed decisions and drive business improvements.

• Responsible for the development of cultural and engagement strategies for increasing involvement of staff across the Life Operations Division (600+ staff)
• Created and drove culture-promoting activities throughout business.
• Worked with internal partners to design and execute strategic communications and programs to increase overall employee alignment and engagementImplementation of tactical and strategic initiatives to facilitate greater connectedness and cultural engagement for staff across Life Operations
• Oversight of the development and ongoing support of the culture committee teams across the entire operations, and on-board them as culture advocates in the business

Major accomplishments:

• Delivery of leadership culture boot camp
• Development and implementation of local culture committees across operations
• Culture champions recruited and trained
• Developed a program of culture events and activities for 600 staff across two locations
• Implementation of voice communications channel with frontline staff to improve engagement

• Building a service capability for direct insurance products sold via the bank channels
• Delivered improved service results across all core functions to support growth
• Working extensively with the bank network on training, support and adherence management
• Established clear objectives and goals for each event, drove execution toward goals and measured and monitored results to track impact.

Major accomplishments:

• Implementation of the new teams, focused on servicing Loan & Credit Card Protection
• Improvement of over 35% in performance through process reviews and changes
• Management of resource growth from 17 staff to 65 staff in the a 12 month period

• I worked on some large projects locally and internationally.
• These projects covered developing a business plan for an energy business, three months working on the development of a delivery strategy for a major infrastructure organisation in the UAE, and a financial IT services review for a large Australian Government Agency.

• I drove the development and adoption of sales strategy, improved financial performance, and service outcomes along with the improvement in sales and account management activity with a national sales team
• Reviewed the organisational structure and delivered a 5 FTE saving, increased the yields from key franchise groups by 26% and negotiated increases of 30% in commissions and a reduction in the cost of service contracts.
• Developed and implemented strategies to increase sales and profitability.
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organisational growth.
• Maximised efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.

• Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
• Supported business management projects by monitoring and tracking risks, issues and action items.
• Executed business plans to further strengthen and maximize territory sales and profits.
• Coordinated team schedules to keep shifts properly staffed during busy periods.
• Identified opportunities to streamline processes and improve office operations and efficiency.
• Built and managed processes for tracking and monitoring department performance.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

• Developed an outbound marketing strategy for the group
• Developed strategic and tactical marketing plans for region.
• Boosted customer satisfaction ratings, increased client retention, grew market share and decreased lag time by implementing process improvements.
• Promoted programs, products and services with multi-channel strategies.