Shea Hancock
Brisbane,NSW
Summary
Hardworking and motivated Customer Experience and Innovation Manager with 10 years of experience and record of success in Facilities Management and HHR industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
21
21
years of professional experience
Work History
Customer Excellence Manager
Downer Defence
Brisbane
12.2020 - Current
- Lead Customer Certification Process with wider Business and deliver evidence in audits
- Manage Specific Tasks for Customer Support Functions
- Meet with site Managers nationally each month and input and update Actions Register to improve Customer Experience and develop strategies
- Participate in National Innovation discussions trials and communication of ideas
- Participate in evaluation and implementation of recommendations of quality improvement activities
- Review and provide informed information from customer feedback surveys
- Maintain continuing awareness of outcomes of quality and efficiency improvement activities by attending client and referring to quality improvement reports
- Analyse data, trends and complete actions of Improving CX Strategy
- Design and distribute bi Monthly Customer publication.
Commercial Account Manager
Bentley Systems
Brisbane
07.2016 - 12.2020
- Build a continuous and predictable pipeline documented in CRM
- Experience in delivering high quality customer service and providing front line support as well as having ability to identify operational problems and contribute to their resolution
- Demonstrated ability to use, Service Desk and Bentley IT Service Management tools and processes
- Assist clients with troubleshooting/problem solving
- Experience in the use of Microsoft Office suite of applications (Outlook, Word, Excel, PowerPoint etc.) and the ability to provide customer support in Windows XP and Windows 7/10 operating systems
- Connect Accounts and Prospects with Bentley Product Experts of find a solution to their needs
- Build a continuous and predictable pipeline documented in CRM
- Prospect software solutions and services to companies that design, build, and operate infrastructure in the Territory
- Providing webinars to prospects for selected products and offers
- Utilize company CRM and Reporting systems to manage accounts, contacts, leads, opportunities, and forecast
- Maintaining a high knowledge level of the company's products and services.
Executive Assistant – Global Accounts
Bentley Systems
Brisbane
07.2016 - 06.2018
- Administrative duties as well as assisting Global Account Managers with their everyday tasks, to free them up for more customer facing and direct sales/revenue generation activities
- Assist with quote generation and following our internal sales process with in Cloud for sales
- Assist with order processing, invoicing and back office follow up
- Handling general inbound service/enquiry requests from Global Accounts and follow up
- Help create and administer mini target campaigns with the Product teams for specific focus areas within these large global accounts.
Recruitment Manager/ Business Development Manager
GO Recruitment
Brisbane
03.2013 - 06.2016
- Customer service and building relationships, along with understanding business structures, strategies, needs and Human Resource Requirements
- I was responsible for building solid working relationships with clients and candidates to ensure the best staff are placed within any organization
- I worked many areas of white and blue collar, with a focus on Administration, Real Estate and Engineering roles within Australia.
Business Development Manager
Drake International
Brisbane
03.2013 - 06.2016
- Manage a portfolio of existing and potential clients
- Through planned client calling activity and marketing strategies identify HR challenges & issues confronting organizations
- At Drake I was responsible for a wealth of business and customer service experience, covering a wide range of industries, including finance, transportation, construction, education, and blue-collar roles
- In addition, I relate well to people at all levels and to actively listen to my customers’ needs, together with my genuine desire to find solutions to problems holds me in good stead with my career with Drake and has helped me produce outstanding results.
Business Development Manager
Australia Post
Brisbane
07.2007 - 10.2010
Account Manager
Australia Post
Brisbane
09.2005 - 06.2007
Business Customer Care Consultant
Australia Post
Brisbane
04.2003 - 08.2005
Education
Some College (No Degree) - Double Diploma Business Marketing And Management
Ithica Tafe
Red Hill BrisbaneSkills
- Workforce Management
- Business Development
- Marketing
- Strategic Planning
- Business Administration
- Contract Management
- Brand Management
- Negotiation
- Sales Techniques
- Product Management
- Cross-functional team management
- Time Management
- Innovation management
- Customer Relationship Management (CRM)
- Staff Training and Development
- Key Performance Indicators
- Performance Evaluations
- Business Planning
- Verbal and written communication
- Complex Problem-Solving
- Project Management
- Project Planning
- Emergency Response
- Customer Service
- Process Improvement
- Professionalism
- Managing Operations and Efficiency
- Active Listening
- Continuous Improvement
Accomplishments
- Led Downer Defence to Achieve International Customer Service Standard (ICSS 2022-2025)
- Finalist for Customer Service Excellence awards receiving Service Award 2023.
- Intraprenearial Accreditation - for Downer Defence - Achieved
References
References available upon request.
Timeline
Customer Excellence Manager
Downer Defence
12.2020 - Current
Commercial Account Manager
Bentley Systems
07.2016 - 12.2020
Executive Assistant – Global Accounts
Bentley Systems
07.2016 - 06.2018
Recruitment Manager/ Business Development Manager
GO Recruitment
03.2013 - 06.2016
Business Development Manager
Drake International
03.2013 - 06.2016
Business Development Manager
Australia Post
07.2007 - 10.2010
Account Manager
Australia Post
09.2005 - 06.2007
Business Customer Care Consultant
Australia Post
04.2003 - 08.2005
Some College (No Degree) - Double Diploma Business Marketing And Management
Ithica Tafe
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