Michael H Harris
Biggera Waters
Summary
Customer service management and sales professional with strong record in leading teams and driving positive results. Expert in conflict resolution, process optimisation, and customer satisfaction. Highly adaptable, reliable, and focused on collaborative success. Skilled in strategic planning, performance assessment, and team development. Achieved record sales for ahm health insurance and implemented National Promotions for United Petroleum which highly increased sales.
Overview
17
17
years of professional experience
Work History
National Sales and Account Manager Fuel Cards
United Petroleum Pty Ltd
11.2023 - Current
- Successfully negotiated contracts with large commercial fleet companies, resulting in significant revenue growth and expanded client base
- Developed and implemented strategic sales plans to target key accounts and improve market share in the fuel cards division
- Analysed market trends and competitor activity to identify new business opportunities and drive product innovation within the fuel cards division
- Collaborated with cross-functional teams to streamline operations and enhance customer service, resulting in improved client satisfaction and retention rates
- Identified process improvement opportunities to enhance operational effectiveness and improve team productivity, resulting in 15% reduction in labour costs
- Developing and implementing outbound retention strategies to retain existing customers
- Monitoring and analysing outbound retention and sales metrics, such as conversion rates and retention rates
- Providing coaching and feedback to agents to improve performance
- Ensuring compliance with company policies and regulations
- Implementing and maintaining quality assurance standards and monitoring
- Managing staffing levels and scheduling to ensure adequate WFM
- Increased sales revenue by developing and implementing effective sales strategies.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organised regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
Channel Manager Outbound Retention and Sales
ahm Health Insurance
07.2022 - 11.2023
- Leading ahm to an all time record of outbound retentions and sales for the month of March 2023
- Developing and implementing outbound retention strategies to retain existing customers
- Leading and managing a team of outbound retention and sales agents
- Monitoring and analyzing outbound retention and sales metrics, such as conversion rates and retention rates
- Providing coaching and feedback to agents to improve performance
- Conducting performance evaluations and setting goals for team members
- Collaborating with other departments, such as customer service to improve customer retention efforts
- Ensuring compliance with company policies and regulations
- Implementing and maintaining quality assurance standards and monitoring team performance to ensure compliance
- Assist in managing staffing levels and scheduling to ensure adequate coverage
- Analysing data and trends to identify opportunities for improvement in the outbound retention process
- Creating and implementing incentive programs to motivate team members
- Monitoring and responding to customer feedback and complaints related to outbound retention efforts
- Maintaining high attendance rates by creating a supportive collaborative environment
- Recruitment of new staff
- Mediation and coaching support
- Accomplished multiple tasks within established timeframes.
- Articulated value proposition to assigned territory partners to maintain and increase share of partner business.
Team and Project Manager
Tabcorp
07.2020 - 07.2022
- Developing and implementing call centre strategies to improve customer experience and satisfaction
- Hiring, training, and supervising call centre staff
- Creating and monitoring call centre performance metrics, such as average handle time, first call resolution, and customer satisfaction scores
- Designing and implementing customer service policies and procedures
- Managing and optimising call centre technology, such as phone systems, call routing software, and CRM platforms
- Ensuring efficient call handling and resolution of customer issues
- Developing and managing call center budgets and resources
- Maintaining quality assurance standards and monitoring call centre performance to ensure compliance
- Collaborating with other departments, such as sales and marketing, to improve customer experience and satisfaction
- Analyzing call centre data to identify trends and opportunities for improvement
- Planned, designed, and scheduled phases for large projects.
- Creating and implementing incentive programs to motivate call center staff
- Managing staffing levels and scheduling to ensure adequate coverage
- Monitoring and responding to customer feedback and complaints
- Ensuring compliance with company policies and regulations
- Manage 40 Senior Expert Sales / Customer Service staff
- Omnichannel Call Centre
- End to end process design
- WFM contributor
- Social studio supervision
- Email integration into Genesys purecloud
- Genesys Pure Cloud Implementation
- Risk analysis
- Monitoring fraud and compliance
- Co design and implementation of call quality frameworks
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organisational goals.
Customer Service Center Manager
Services Australia
02.2008 - 07.2020
- Developing and implementing contact centre strategies to improve customer experience and satisfaction
- Hiring, training, and supervising contact centre staff
- Creating and monitoring contact centre performance metrics, such as average handle time, first call resolution, and customer satisfaction scores
- Designing and implementing customer service policies and procedures
- Managing and optimizing call center technology, such as phone systems, call routing software, and CRM platforms
- Ensuring efficient call handling and resolution of customer issues
- Developing and managing call centre budgets and resources
- Maintaining quality assurance standards and monitoring call centre performance to ensure compliance
- Collaborating with other departments, such as sales and marketing, to improve customer experience and satisfaction
- Analysing call centre data to identify trends and opportunities for improvement
- Creating and implementing incentive programs to motivate contact centre staff
- Managing staffing levels and scheduling to ensure adequate coverage
- Monitoring and responding to customer feedback and complaints
- Ensuring compliance with company policies and regulations
- Multi site management
- Norfolk Island Integration Team
- Consistently high staff engagement survey results
- Prison Liaison officer
- Identified opportunities and found solutions for continuous improvement.
- Managed time to cover daily sales, delivery and inventory requirements, oversee cash deposits and reconcile weekly payroll.
- Organised and balanced multiple priorities within fast-paced environment.
Skills
- Sales leadership
- Networking expertise
- Sales strategies
- Strategic planning
- Training and coaching
- Account retention
- Revenue generation
- Performance reviews
- Trend analysis
- Relationship building
- Key account management
- Product marketing
- Performance improvements
- Account management
- Delegation and supervision
Timeline
National Sales and Account Manager Fuel Cards
United Petroleum Pty Ltd
11.2023 - Current
Channel Manager Outbound Retention and Sales
ahm Health Insurance
07.2022 - 11.2023
Team and Project Manager
Tabcorp
07.2020 - 07.2022
Customer Service Center Manager
Services Australia
02.2008 - 07.2020
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