Gregg McKittrick
The Rocks,NSW
Summary
Highly motivated and results-oriented BPO Account Director with a proven track record of success in the Australian market.
Over 20 years of knowledge and expertise helping grow Australia's largest and most successful BPO
I love working with clients, building and developing solutions that exceed their expectations. Using experience and knowledge to build valuable, lasting relationships with clients.
Being honest and trustworthy are two qualities I pride myself on and always striving to do whats best for customers. I credit this to my success as Probes most successful account director
I am passionate and thrive in the BPO industry, listening, being adaptive and agile to support clients has built years of trust with my clients.
Overview
10
10
years of professional experience
Work History
Account Director
Probecx
03.2017 - Current
- Managed multiple portfolios of key accounts to retain existing relationships and grow share of business.
- Developed and Implemented strategic Account Plans for key clients, including growth strategies to exceed 20% revenue increase from existing accounts
- Achieved consistently year on year growth targets and retention of existing clients
- Established many long-term partnerships with key clients through effective relationship management.
- Facilitated work shops, meetings and other consulting engagements with clients and partners to understand business challenges that lead to new business engagements
- Developed and executed plans that expanded services beyond contact centre into digital and managed service solutions
- Work closely with, and support when needed, operational teams to ensure contractual, financial and business obligations are met or exceeded
- Lead and won new business contracts. Management of deals from the initial introduction through implementation and onboarding expanding services into new sectors and geographies
- Handled escalations, disputes and resolved complaints from clients that reinstalled confidence and trust back into the relationship
- Hosted client tours, event's and demonstrations to showcase the business, services and expertise
- Developed optimisation plans together with clients and operational leads to support the Probecx value " do it better"
Group Operations Manager
Salmat
03.2014 - 02.2017
- Management and Accountability for all Salmat Operations in NSW
- Developed contact centre managers and operational leaders to deliver industry leading CX operations
- Budget and PNL ownership for all accounts in the portfolio
- Responsibility for the achievement of the contractual KPI's for all operations
- Created and managed highly engaged teams that created a culture of top performance in enterprise contact centres
- Transitioned multiple operations from onshore to near and offshore centres
- Implemented operational governance with clients to ensure there was a constant engagement designed to build relationships with the operations and clients.
- Managed, CX, Sales, Retention, lead generation and digital operations
Education
High School Diploma -
Mater Maria College
Warriewood, NSWDiploma - Contact Centre Management And Leadership
CCS
Skills
Communication
Relationship Building
Passion for Customer Service
Business and Industry Expertise
Solution Selling
Creative Thinking
Operational Knowledge
Problem Solving
Accomplishments
- Achieved 100% retention of clients on a $30+mil portfolio of accounts
- Highest client NPS and satisfaction scores in Probecx half yearly surveys
- Landed and expanded key client spend by 600% over 3 years through value based selling ($18mil TCV)
- Best results achieved for an account director selling multi service solutions to clients (digital & managed services)
- Retention of key retail account, despite board decision to take services back in house
Timeline
Account Director
Probecx
03.2017 - Current
Group Operations Manager
Salmat
03.2014 - 02.2017
High School Diploma -
Mater Maria College
Diploma - Contact Centre Management And Leadership
CCS
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