Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
References
Timeline
Generic
Carly Clifton

Carly Clifton

Sydney,NSW

Summary

Seasoned Client Services Director with proven background in client relationship management, team leadership and strategic planning. Known for strong communication skills and ability to drive customer satisfaction. Consistent record of improving service delivery through effective project management and innovative problem-solving. Previous work demonstrates significant impact in enhancing client relationships and increasing business profitability.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Client Services Director

Deloitte
Sydney
06.2022 - Current
  • Delivering Contact Centre support for clients throughout the Asia Pacific Region, from deployment phase right through to steady state delivery and digital transformation.
  • Partnering with clients to deploy digital technologies such as GenAI, Virtual Agent and Support Portals; as well as continuous improvement initiatives to drive operational efficiency.
  • Developed and maintained relationships with existing clients, as well as identified new opportunities for growth.
  • Managed client accounts, ensuring customer satisfaction and resolving any issues that arose promptly.
  • Coordinated with internal departments to ensure client needs were met in a timely manner.
  • Designed processes that streamlined client onboarding processes, resulting in increased efficiency levels across the board.
  • Monitored performance metrics such as response times, customer retention rates. to identify areas of improvement.
  • Maintained strong rapport with existing clients and interacted with potential clients.
  • Facilitated communication between clients and other departments within the organization.

Head of Procurement

Greencross Pet Wellness
Ryde
06.2021 - 05.2022
  • Established Greencross' first Contact Centre during the Covid-19 Lockdown. There was a 270% increase in the purchase of pets during Covid, and there were not enough Vets to meet demand. The Contact Centre took volume from the Clinics and maximised the number of consults each Vet could perform.
  • Led the tendering process for logistics and supply chain right across the National network of Petbarn Retail Stores and Greencross Vetinery Clinics.
  • Analyzed market trends, pricing structures, customer needs, supplier capabilities, and other factors to determine optimal sourcing decisions.
  • Assisted in developing long-term strategic objectives related to purchasing and supply chain management.
  • Directed the selection, evaluation and negotiation process for vendors and suppliers.
  • Developed and implemented purchasing strategies to reduce costs and improve efficiency.
  • Ensured compliance with organizational policies and procedures related to procurement activities.
  • Implemented performance measures for vendors and suppliers based on service level agreements or key performance indicators.

Head of Portfolio, Application & Best Sourcing

Westpac
03.2018 - 10.2020
  • I led a diverse team comprised of Business Process Outsource (BPO) Partner Management and Best Sourcing, Application Management and Portfolio Management.
  • I owned the commercial relationship with three BPO Partners, including 7 offshore operations' centres (2,700 seats) across India and Manila with an addressable spend of ~$96m p.a.
  • I provided business management support to the General Management including Divisional Executive Reporting and Investment Governance.
  • I led the Business Application Management team, owning the end-user experience for over 140 applications for the Westpac Group.
  • I was a Finalist in the 2020 Westpac CEO Awards in the Women of Influence Category for my leadership contribution both within my role and more broadly as Chair of Westpac's Youth Network Advisory Board.
  • I established Westpac's Best Sourcing Capabilities Excellence Framework and led transitions of work offshore in an end-to-end capacity from opportunity identification and partner selection through to deployment and governance (395 roles transitioned in FY19, 150 in FY20).
  • I successfully led Westpac's cross-divisional BPO Crisis Management Team (CMT) during COVID-19, centrally coordinating the repatrition of 40% of Group Operations' capacity onshore to keep critical processes running for our customers. This involved personally leading over 360 BPO CMT sessions where I facilitated real-time decision making and trade-offs between over 70 different stakeholder groups.

Head of Operations, Customer Care

Westpac
Sydney
03.2017 - 09.2018
  • Led a team of 100 to provide centralised operational support for 9 multi-brand Customer Care Centres including partner-operated Centres.
  • I led the transformation from a task-based to an outcome-based approach to each operational function, retaining top talent and lifting employee engagement by 10 points to 80.
  • I led the first Human Digital Connections (HDC) Rollout for the Group and established the Speech Analytics team whose insights drove measurable call reduction by identifying and solving the top customer pain points.
  • I was appointed Acting General Manager for 3 months reporting to Scott Tanner following successful transformation of the Operations function which saw me being promoted into the Group Operations role reporting to John Harries.

Head of Outsourced Contact Centres

West
Sydney
03.2013 - 03.2017
  • In this role, I implemented a hybrid governance model with a team of 12 based on-site and in the 5 outsourced onshore contact centres (900 seats). I had full operational accountability for the success of the 4 outsourced partners from commercials to service levels and complaints performance.
  • I led a service transformation, uplifting NPS by 13 points and reducing complaints by 84% in my first year (25% YOY thereafter).
  • I led the shift from a traditional outsourcing model to a hybrid model including the establishment of clear accountabilities and success measures.
  • I led my team to evaluate hundreds of service calls and introduce a "styles of helping" framework where contact centre agents were trained to adapt their style to suit the emotional and financial needs of customers (measurable NPS uplift).
  • I was rated Outstanding in my Performance Review for three years running.

Head of Commercial Services

Westpac
10.2012 - 12.2013
  • This role involved leading a team of 12 to optimise outsourced partnership arrangement through category management with an addressable spend of $1Bn. I was hired directly from Luxembourg following a virtual based three level interview process.
  • I established a 5-year strategic partnership with Visa for $87.23 net P&L benefit via a competitive RFP process between Mastercard and Visa involving the facilitation of trade-offs between five General Managers within the Group. This was the first time this competitive process was led by the Commercial Services function.
  • I delivered a $30m cost reduction in my first year in the role and was rated Outstanding in my performance review.

Head of Global Category (Outsourcing)

Vodafone
Luxembourg, Luxembourg
02.2009 - 11.2012
  • I was relocated from Sydney to Luxembourg to design Vodafone's first global category management strategy for Contact Centres and to embed this within 23 markets.
  • I designed and launched the first Global Strategy, defining the best practice characteristics to be adopted by all markets when engaging and partnering with contact centre providers. I tested the strategy in smaller markets such as Hungary, Greece and Turkey before rolling out to the larger markets of UK and Germany.
  • I led a team to establish an English-speaking hub in Egypt and a technical support hub in India, consolidating from 100 suppliers to 50 globally.
  • I led an estate simplification program in the UK to consolidate from 20 suppliers to 6.
  • I doubled the productivity gain for the category in my first year in the role, and generated revenue for Vodafone through the centralised procurement model.
  • I led the negotiation and implementation of an inhouse to outsource arrangement in Ghana.

Commercial Manager

Vodafone
02.2006 - 11.2009
  • I led the consolidation of 3 contact centres to 2 onshore, and the first offshoring program to Egypt. This gave me specialist commercial skills in contact centre outsourcing and meant I was successful in being appointed into a more senior role in Luxembourg.
  • I delivered a 20% cost reduction with and improved customer experience.
  • I designed an engagement model with Marketing and Sponsorships and gained enough trust to be the first procurement lead to handle their negotiations.

Category Manager (Mobile Networks)

Optus
02.1999 - 06.2006
  • I joined Optus through their Graduate Program.
  • After completing 3 years in their Procurement Division, I was selected to represent Optus in London on the eProcurement Rollout for Cable and Wireless. This was an 18 month assignment.

Education

Bachelor of Arts - Political Science And History

University of NSW
Randwick
02-2000

Skills

  • Relationship Management
  • Customer Satisfaction
  • Client Retention Strategies
  • Financial Acumen
  • Client Relationship Building
  • Budget Management
  • Customer Service
  • Employee Development
  • Project Planning
  • Emergency Response
  • Business Development
  • Process Improvement
  • Lead Generation
  • Team building
  • Negotiation and Conflict Resolution

Affiliations

  • Sydney Wildlife Rescue Volunteer

Accomplishments

  • Won CEO Award for the launch of SMS ID in Westpac Customer Care
  • 2020 Chair of The Youth Network Advisory Board
  • 2020 Finalist in the Women of Influence Category at the CEO Awards

Certification

  • COPC Vendor Management Accreditation
  • Digital Marketing Institute: Digital Marketing Specialist Certification

References

References available upon request.

Timeline

Client Services Director

Deloitte
06.2022 - Current

Head of Procurement

Greencross Pet Wellness
06.2021 - 05.2022

Head of Portfolio, Application & Best Sourcing

Westpac
03.2018 - 10.2020

Head of Operations, Customer Care

Westpac
03.2017 - 09.2018

Head of Outsourced Contact Centres

West
03.2013 - 03.2017

Head of Commercial Services

Westpac
10.2012 - 12.2013

Head of Global Category (Outsourcing)

Vodafone
02.2009 - 11.2012

Commercial Manager

Vodafone
02.2006 - 11.2009

Category Manager (Mobile Networks)

Optus
02.1999 - 06.2006

Bachelor of Arts - Political Science And History

University of NSW

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Carly Clifton