Michael Dickson

Led quality assurance (QA) for global and ANZ customer support via phone, chat, and email.

• Conducted QA assessments and provided targeted coaching to improve agent performance.
• Analyzed CSAT and QA data to uncover service risks and identify improvement opportunities.
• Drove global calibration efforts to achieve consistency across diverse teams.
• Developed reporting insights for leadership regarding quality metrics and support outcomes.
• Achieved annual CSAT score improvement from 40% to 70% through targeted coaching.

Implemented CSAT root-cause tagging model to tackle recurring issues effectively.

• Influenced changes in consumer law complaint handling and escalation procedures.
• Collaborated with Sales to incorporate customer feedback into strategic initiatives.

Led ANZ frontline customer support team, ensuring operational excellence and quality assurance.

• Supervised resolution specialists to manage high-sensitivity escalations effectively.
• Collaborated with Sales and Product teams to align services with regional customer needs.
• Developed training and support content to satisfy compliance requirements.
• Implemented best-in-class warranty claims handling for power protection post-sales service.
• Re-aligned outsourced vendor operations to meet AU/NZ standards across all customer-facing processes.

Managed high-volume client inquiries and processed B2B orders in SAP to enhance logistics support.

• Processed complex SAP orders while monitoring stock and backorder statuses for accuracy.
• Supported sales team by providing reporting, invoicing, and order tracking assistance.

Streamlined processes to reduce account approval time from over two weeks to under five days.

Managed customer contract data and analyzed sales figures to support operational goals.

• Prepared comprehensive reports to aid sales decision-making.
• Facilitated effective communication between sales and operational teams.

Managed inbound inquiries and special orders while implementing Excel tools to enhance efficiency.

Promoted to NSW Sales Support lead, reducing administrative workload through Excel automation.

Advanced from frontline support to leadership and order management roles.

• Delivered high-quality service through effective pre- and post-sales communication.
• Managed order processing, stock allocations, and dispatch scheduling with efficiency.
• Collaborated with Sales, Marketing, and Operations to resolve pricing and inventory discrepancies.
• Led Order Entry Team, emphasizing training and knowledge sharing among team members.

Developed Delivered in Full on Time (DIFOT) reporting tools for enhanced delivery visibility.

• Created tracking tools that improved dispatch timelines by addressing supply constraints.
• Achieved promotion to Team Leader and subsequently to Order Management Lead throughout tenure.