Luke Hannemann

• Company Overview: Junior Adventures Group provide outside school care for over 60’000 Australian families

Responsibilities

• Drive transformation within the CX team (Contact Centre) to strengthen customer service capabilities, responsiveness, and effectiveness. Including demand reduction, maturity of process, data, technology and people capabilities
• Enhance Online Parent Experiences: Enhance online parent experiences by improving digital platforms, communication channels, and user interfaces
• Implementing VOC - Customer Feedback Portal- Design & Implementation of VOC platform across 250+ sites.
• Analyse VOC data, produce insight reports, board reports, recommendations, design of critical need hierarchy leading to key strategic approach and deliverable actions
• Stakeholder Engagement: Foster collaboration, communication and alignment among service delivery teams, CX teams, IT teams, marketing teams, commercial team and third-party providers
• Change Planning and Implementation: Develop and execute change management plans to facilitate smooth transitions and adoption of new processes, systems, and initiatives
• Define clear objectives, timelines, performance metrics and communication strategies to drive successful implementation of changes across the organization
• Continuous Improvement: Fostered a culture of continuous improvement by encouraging feedback, innovation, and learning within the organization

• Contract Role. Management of 150 seat contact centre, based in Melbourne

Responsibilities

• Day to day running of contact centre
• Engagement manager between Probe and CBA, working with client to deliver, governance reporting, success measures, process optimisation
• People and performance management
• Work Force Planning Oversight
• Continuous improvement of customer experience
• Optimisation of people and processes
• Assessment and improvement of current customer journey
• Recruitment and resourcing

Company Overview: Capgemini is responsible for running ANZ Global Tax contact centre servicing ANZ customers in Australian and New Zealand

Responsibilities:

• Management of 2 contact centres, based in Melbourne and Bangalore
• Day to day running of contact centre for both Australian & New Zealand customers
• Engagement manager between ANZ and Capgemini, working with client to develop annual statements of work, governance reporting, success measures
• People and performance management
• Continuous improvement of the customer experience
• Optimisation of people and processes
• Assessment and improvement of current customer journey
• Recruitment and resourcing
• Development of key reporting metrics at centre, team and agent level
• Enabling work from home operating model for contact centre
• Embedding operation and coaching practices across teams on and offshore
• Capgemini is responsible for running ANZ Global Tax contact centre servicing ANZ customers in Australian and New Zealand
• Short Term Contract Role

• Company Overview: Limebridge Australia provides consulting services to organisations wanting to improve the experiences delivered to customers.
• I had experience at more than 30 clients over 11 years both domestically and international.

Responsibilities (For a typical client)

• Formal diagnostic assessment of the current member / customer experience. Identifying customer pain points and improved customer experience opportunities.
• Responsible for leading, facilitating, designing and documentation of customer interaction procedures with a major focus on improved customer experience on key customer lifecycle interactions
• Socialisation, sign off and training of new customer experience process.
• Design and implementation of new management operating model, including coaching & quality, recruitment & induction, daily huddle, real time management, work force management.
• Design and implementation of new reporting and metrics.

Responsibilities

• Day to day running of Branch
• People and performance management.
• Quality
• Branch Performance Targets
• Audit & Risk
• Recruitment and resourcing
• 
  

Number 1 for Mystery Shop across more than 150 branches