Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Les Moala

Watanobbi,Australia

Summary

  • A Seasoned practitioner with a unique value proposition, in leading with impact and leading people. Profile An adaptable and passionate people centric leader with a strong background in the delivery of performance management and customer service team management spanning 13+ years. A proven ability to apply good judgement and strong business intelligence regarding complex customer negotiations. A multi-level management specialist, critical thinker and strategic problem solver with extensive expertise involving employee coaching and mentoring, staff development, productivity and performance and identifying customer needs, whilst ensuring compliance with industry regulations, acts and policies. Possessing demonstrated success in contributing to the implementation of performance management practices, the capacity to work with several internal software systems including, CMS Supervisor, Oracle Analytics and Microsoft Office Suite, as well as delivering detailed data reporting as requested by senior management. An exceptional communicator with the proven ability to develop strong business relationships with clients, colleagues, management, and stakeholders to enhance service delivery and increased sales. Currently seeking a new challenge and the opportunity to further develop my leadership career with a leading Australian organisation. Professional Attributes
  • A collaborative and customer-centric Leader with the proven ability to display initiative to guide and support employees and direct reports.
  • An effective communicator with the expertise to influence and build positive relationships when working with clients, colleagues, management, and stakeholders.
  • Capabilities in organising, prioritising, and managing multiple tasks with competing deadlines.
  • Implements effective problem-solving strategies throughout all coaching, mentoring and performance management phases, to increase sales and optimise opportunities.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Operations Manager

NRMA Motoring and Services
Sydney
11.2024 - Current
  • Supporting Regional Managers who oversee 160 Contracted service providers
  • Project management – Standardisation of Process, continuous improvement
  • Stakeholder engagement and management
  • Contract management
  • SLT presentations- Network reporting of KPIs, Targets Presentation delivery to the Executive Team and Senior stakeholders across the business unit
  • Overseeing battery sales, liaising with Club assist and ACSC and external contractors
  • Business continuity planning to ensure service delivery
  • Reporting and data analysis to identify trends etc
  • Escalation point – investigations, resolutions
  • Monitoring productivity (SLA) and performance
  • Managing change management initiatives, including communicating changes and delivering training to team members
  • Analysing opportunities and developing solutions for continuous improvement for the whole of the business including performance management, internal policies and procedures, and strategy
  • Interpretation of data to determine trends, inefficiencies and focus areas
  • Monitoring quality assurance, NPS, CSAT
  • Consultation with key internal stakeholders regarding the investigation and resolution of inaccuracies and anomalies
  • Developing and optimising digital workplace housing policies and procedures
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Provided guidance and coaching s to Regional Managers for Battery sales optimisation.

  • Developed and maintained relationships with key stakeholders and service partners.
  • Analyzed performance metrics to identify areas for operational enhancements.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.

Sales Team Manager

NRMA Motoring and Services
Sydney
12.2018 - 11.2024
  • Leading teams within a high-volume inbound/outbound call centre environment to direct team and business objectives
  • Providing leadership, the delegation of tasks, coaching, and mentoring to customer service representatives and team leaders as POC for contact centre
  • Monitoring contact centre productivity (SLA) and performance systems to maintain adherence to rosters, reduce handling time, and minimise after-call work)
  • Managing change management initiatives, including communicating changes and delivering training to team members
  • Key lead in system change for broader contact centre
  • Conducting recruitment and talent mapping to attract and retain high-level talent within the NRMA brand
  • Analysing opportunities and developing solutions for continuous improvement for the whole of the business including performance management, internal policies and procedures, and strategy
  • Interpretation of data to determine trends, inefficiencies and focus areas
  • Monitoring quality assurance, NPS, CSAT
  • Managing incentive budgets, monitoring ROI & setting of stretch targets
  • Delivering IT support by completing root cause analysis to understand and resolve frontline challenges
  • Consulting with key internal stakeholders regarding the investigation and resolution of inaccuracies and anomalies
  • Enhancing the cross-functional team environment and member service standards in the delivery of high-quality results and customer service excellence
  • Collaborating with senior stakeholders regarding compliance, data security and privacy concerns raised by frontline team members, Presentation delivery to the Executive Team and Senior stakeholders across the business unit
  • Developing and optimising digital workplace housing policies and procedures for the entire contact centre
  • Designing a technical capabilities matrix to identify current workforce capabilities and skill gaps
  • Development of key talent within contact centre
  • Contact centre SME lead Migration to cloud ( 2023)
  • Achievements:
  • Nominated as the representative for the Contact Centre on several steering committees including topics related to the Managing Aggressive Behaviours Project, Group Reconciliation Action Plan and Diversity, and Equity and inclusion
  • Consistently increased team performance from 110% in 2021 to 126 % in 2022-2023
  • Average 130% 2024
  • Increased quality assurance from 70 % in FY23 to 84 %
  • Increased retention conversion +5% on target additional $400k revenue vs FY22
  • 14 My Thanks Awards received from peers, colleagues, and direct reports for the 2022 financial year
  • Recognised as Energy Courage Humility Ownership (ECHO) quarterly ambassador for 2020 -2022
  • Team Recognised as Q1 Ambassador 2023
  • Mythanks Team finalists 2024
  • Managed 2 teams, transforming into high performing teams
  • Leadership score of 97 out of 100 (Your voice survey) 2024
  • Increased retention conversion through coaching team resulting in $500k revenue vs FY24 (additional 3610 subscriptions)
  • Annual MyThanks Team Award Winner 2024 – Outbound Team
  • Increased NPS/CSAT scores and maintenance.
  • Coordinated marketing initiatives to promote retention of members.
  • Fostered a positive team environment through regular feedback and recognition.
  • Analyzed sales data to identify areas of improvement in the sales process.
  • Mentored employees in successful selling techniques and encouraged cross-selling additional products and services.
  • Conducted regular meetings with the sales team to review goals, discuss challenges, and strategize for upcoming campaigns.
  • Managed a team of 10+ sales representatives, providing feedback on performance and coaching when needed.

Customer Sales Representative

NRMA Motoring and Services
Sydney
11.2016 - 12.2018
  • Handled a high volume of calls from internal customers within a contact centre environment, whilst maintaining composure when dealing with complex scenarios
  • Identified member needs and provided appropriate products and service solutions to maximise costs and benefits both for the member and the company
  • Processed and updated existing member data to ensure all information is current and up to date
  • Liaised with internal and external customers related to NRMA motoring products and services
  • Resolved member complaints and concerns regarding existing member services, using effective negotiation and conflict resolution strategies
  • Contributed to the success of the business by making recommendations for improvement and taking ownership of personal and team results
  • Maintained strict compliance with industry regulations, acts and internal policies and procedures
  • Achievements:
  • Promoted internally to Senior Customer Service Representative within 12 months of joining the company
  • Promoted to Team Manager within 2 years of joining NRMA Motoring and Services
  • Department Ownership Award Winner for 2018.

Sales Team Manager, Fullboar Safety Sales Manager

Scribal Group
Sydney
09.2012 - 11.2016
  • Delivered leadership and directed performance management processes to a small team of 16 direct reports
  • Led the HR function of the company by recruiting, training, and coaching new hires and existing staff
  • Designed and negotiated new and existing tenders and purchase orders to enhance profitability and new business
  • Completed outbound calls to leads, new prospects and existing customers to aid the acquisition and retention of the customer base
  • Monitored budgets and key performance indicators to ensure goals, aims and objectives were being met
  • Orchestrated the resolution of customer complaints and grievances to generate positive outcomes for both the company and its customers
  • Achievements:
  • Awarded top company VIP for 2014 through recognition for excellence in customer service
  • Played a key role in the acquisition and development of a large SA council to company portfolio.

Justice

Frank Baxter Juvenile Facility
01.2012 - 01.2013

Teacher’s Aide

Department of Justice
01.2007 - 01.2012
  • Working with Teachers and Youth workers in rehabilitating and educating young youth offenders

Education

MBA - Masters of Business

AIM Business School
Sydney, NSW
06-2026

Mini MBA -

Australian Institute of Management
01.2024

Certificate of Attainment in Emotional Intelligence -

Institute of Strategic Management
01.2021

New South Wales - Cert IV of Youthwork

TAFE
Sydney
11-2009

High School Certificate (HSC) -

01.2001

Skills

  • Technical Skills
  • Training and development
  • Team leadership
  • Data analysis
  • Continuous improvement
  • Onboarding and orientation
  • Process improvements
  • High-pressure environments
  • Operations management
  • Sales background
  • People Management
  • Conflict Resolution
  • People Leadership
  • Microsoft Office 365
  • Strategic Management
  • Legislation and Compliance
  • Financial Reporting
  • Time Management
  • Customer Centric Approach
  • Talent Mapping
  • Business Planning Strategy
  • Stakeholder Engagement
  • Risk Management
  • Data Analysis
  • Talent Acquisition
  • Communication
  • Performance management
  • Change management
  • Leadership development
  • Complaints handling/de-escalation
  • Acquisition/Retention
  • Coaching/ Mentoring
  • Contract management
  • Certifications/Professional Development
  • Microsoft Office 365 (Word, Excel, Outlook, PowerPoint)
  • Movavi Video Editing Software
  • Microsoft Teams/Lync/Skype/Zoom
  • Avaya X-One Agent
  • Avaya Workplace/Workspace
  • CMS Supervisor Queue Management
  • Securepay Gateway
  • Avaya QM WFO
  • WFO Cloud
  • Siebel GMS (Internal CRM)
  • Tableau Data Management/Analytics
  • Obiee
  • Oracle Analytics
  • Salesforce CRM
  • Allegiance Engage Platform
  • Jira Service Management
  • Performance monitoring

Certification

  • Take The Lead Certification
  • Mental Health First Aid
  • Mental Health Peer Support
  • The Art of Leadership ( High Distinction) MBA
  • Operational Improvement ( Distinction) MBA
  • Marketing Management ( Credit) MBA
  • Contract Management (Online)
  • Negotiating Skills (Online)
  • Mastering Project Management. (Online)
  • Strategic Leadership ( Online)

References

References Additional professional experience available upon request.

Timeline

Operations Manager

NRMA Motoring and Services
11.2024 - Current

Sales Team Manager

NRMA Motoring and Services
12.2018 - 11.2024

Customer Sales Representative

NRMA Motoring and Services
11.2016 - 12.2018

Sales Team Manager, Fullboar Safety Sales Manager

Scribal Group
09.2012 - 11.2016

Justice

Frank Baxter Juvenile Facility
01.2012 - 01.2013

Teacher’s Aide

Department of Justice
01.2007 - 01.2012

MBA - Masters of Business

AIM Business School

Mini MBA -

Australian Institute of Management

Certificate of Attainment in Emotional Intelligence -

Institute of Strategic Management

New South Wales - Cert IV of Youthwork

TAFE

High School Certificate (HSC) -

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Les Moala