Tony Tuiono

Managed all branch operations, including stakeholder engagement, partnerships, employee recruitment, strategic planning and operational management, with a strong focus on customer experience and people development. Building and maintaining strong community relationships, drive customer-centric solutions and resolutions, and ensure the branch consistently achieves its goals and objectives on time. Develop and support team members to foster a culture of continuous improvement and high performance.

Responsibilities:

• Conducted regular business reviews with partners to assess progress against goals, adjusting strategies as needed to drive success.
• Developed trusting relationships with key stakeholders for successful collaboration and long-term partnership growth.
• Bring out the best of branch's personnel by providing training, coaching, development and motivation.
• Locate areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities.
• Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
• Collaborated with other department managers to develop cohesive strategies for enhancing the overall customer experience.
• Managed client expectations and mitigated potential conflicts, ensuring a high level of customer satisfaction throughout the engagement process.
• Implemented data-driven strategies for continuous improvement of engagement services, leading to improved performance metrics.

Collaborate with cross-functional teams to define and implement strategies for connectivity and satellite services, aligning with key business objectives. Utilizes market analysis, user feedback, and data-driven insights to enhance product performance and usability. Deliver user-centric digital solutions tailored to support disaster recovery, community resilience, and connectivity in underserved regions.

Responsibilities:

• Built and maintained relationships with new and existing clients while providing high level of expertise.
• Identified new potential partners through market research and competitive analysis, contributing to the expansion of the company''s network within targeted industries.
• Develop and implement connectivity and satellite service strategies to support organizational goals.
• Conduct in-depth research and analyze trends to guide product innovation and development.
• Gather and integrate user feedback to refine digital product performance and usability.
• Customize products to meet specific needs in disaster recovery and provide connectivity for remote and underserved communities.
• Oversee comprehensive project management, including the development of innovative connectivity solutions, such as vehicles equipped with satellite technology, satellite trailers, and satellite-equipped boats.

Led the delivery of Customer Account Management Plans (CAMPs) to strategically align customer and NSW Telco Authority objectives. Facilitate collaboration and drive successful outcomes through strong relationship management and a commitment to operational excellence.

Responsibilities:

• Built and strengthened client relationships by responding to inquiries, identifying client needs, resolving issues, and conducting follow-ups with potential and existing clients.
• Addressed client complaints, provided timely solutions and alternatives, and ensured follow-up to achieve complete resolution.
• Worked closely with Associate Account Managers and Ad Operations to support daily operations, including campaign setup, creative receipt, trafficking, optimization, troubleshooting, and quality assurance (QA).
• Monitored and tracked campaign performance to assess effectiveness and guide future adjustments.
• Updated operational processes, managed accounting procedures, tracked information, and compiled data to enhance efficiency.
• Partnered with internal teams to understand customer goals and key performance metrics, ensuring goals were exceeded throughout the campaign.
• Utilized CRM tools to maximize efficiency and visibility in customer activity management, ensuring thorough follow-up and closure of open issues.

Responsible for strategic oversight of NSW State recruitment processes and account management for a portfolio of 50 key clients. Led and mentored a team of six, driving operational excellence, client satisfaction, and streamlined recruitment initiatives across NSW.

Responsibilities:

• Updated existing recruitment procedures and designed new processes, including job application and onboarding workflows.
• Supervised a recruitment team, monitored team performance, and provided regular reports on key metrics and achievements.
• Managed a portfolio of accounts to build long-term success, developing new business with existing clients and identifying opportunities for improvement to meet sales quotas.
• Negotiated contracts and closed agreements to optimize profitability and foster strong client partnerships.
• Monitored key recruiting metrics, such as time-to-hire and cost-per-hire, to maintain high operational efficiency.
• Implemented innovative sourcing methods, including social recruiting and Boolean search techniques, to enhance candidate reach.
• Developed and presented job readiness programs, mentoring and coaching team members and students to strengthen skills and performance.
• Ensured effective account management and sustained success for a diverse portfolio of clients across NSW.

Accountable for managing key accounts, Coles and Polar Fresh, while leading a team of three to effectively oversee a workforce of 180+ casual employees. Focused on maintaining strong client relationships and driving business expansion.

Responsibilities:

• Managed strategic accounts to strengthen partnerships and drive business growth.
• Directed a team of three, ensuring optimal performance and efficient management of a large casual workforce.
• Oversaw applicant tracking systems and candidate management, ensuring smooth recruitment processes.
• Provided expert advice on human resources policies, procedures, and labor relations to both managers and staff.
• Developed and implemented effective recruiting strategies to source qualified candidates and build a robust talent network.
• Refined training programs, incorporating feedback and collaborating with legal and compliance teams to ensure adherence to standards.
• Led operational meetings with union representatives and clients to foster collaboration and resolve operational challenges.

Responsible for managing the largest customer account on-site at Woolworths Warehouse, overseeing a team of 240+ members. Focused on driving performance excellence, building long-lasting client relationships, and ensuring top-tier customer service.

Responsibilities:

• Developed and maintained strong, long-term relationships with clients, ensuring high satisfaction levels and contributing to business retention and expansion.
• Led, mentored, and trained a large team, focusing on performance improvement, skill enhancement, and reducing operational inefficiencies.
• Supervised and evaluated team members to identify training needs, creating personalized plans to increase productivity and eliminate process gaps.
• Proactively addressed and resolved client concerns, ensuring timely and effective solutions to enhance customer satisfaction.
• Managed applicant tracking and candidate management systems, ensuring efficient recruitment and onboarding processes for new staff.
• Led inductions, safety meetings, and WHS toolbox sessions, ensuring adherence to workplace safety standards and legal requirements.

Responsible for driving business development and managing recruitment processes across both the government and private sectors. Led the search, selection, and management of candidates while building and nurturing strong relationships with both existing and new clients to ensure long-term account growth and satisfaction.

Responsibilities:

• Established and maintained strong relationships with key decision-makers to drive account growth and client retention.
• Identified opportunities for account penetration and market expansion, contributing to business development.
• Negotiated and secured long-term agreements with new clients, expanding market reach in the assigned territory.
• Reached out to potential clients via telephone, email, and in-person meetings to build new business opportunities.
• Oversaw the recruitment process from sourcing and interviewing candidates to arranging interviews, conducting reference checks, and negotiating contract terms.
• Fostered mutually rewarding relationships with contractors and clients, ensuring high satisfaction and ongoing collaboration.
• Collaborated with managers to assess vacancies, evaluate candidate qualifications, and ensure the selection of top-tier talent.

Accountable for leading and mentoring a team of 15+ call center agents, with a focus on driving performance improvement, ensuring policy compliance, and consistently achieving monthly KPIs. Managed high-stakes collections work, addressing customer issues, minimizing financial risks, and fostering a high-performance culture within the team.

Responsibilities:

• Directed and mentored a team of 15+ call center agents, providing coaching, training, and support to drive performance and professional growth.
• Oversaw day-to-day call center operations, ensuring efficient handling of high-volume customer inquiries, collections, and issue resolution.
• Monitored team performance, implemented strategies for improvement, and ensured monthly KPIs were consistently met or exceeded.
• Led collections efforts, working to resolve outstanding accounts, reduce delinquency rates, and ensure timely payments from customers.
• Addressed customer concerns, including financial hardship cases, while maintaining positive relationships and ensuring customer satisfaction.
• Handled and resolved escalated disputes and complaints, implementing strategies to minimize escalations and achieve one-call resolutions.

Accountable for managing a team of 40+ staff members to ensure efficient flight catering services while building and maintaining relationships with key customer accounts. Oversaw day-to-day operations and provided strategic direction to achieve operational goals.

Responsibilities:

• Managed strategic accounts including Singapore Airlines, Hawaii Airlines, China Southern Airlines, Delta, American Airlines, and others, ensuring high service standards and customer satisfaction.
• Developed and nurtured trusted advisor relationships with key customer stakeholders and executive sponsors, fostering long-term business partnerships.
• Directed and guided internal teams to meet operational targets, ensuring alignment with customer expectations and service requirements.
• Collaborated with area managers to assess needs, optimize operational plans, and ensure resource allocation aligned with service demands.
• Utilized performance data to evaluate operational effectiveness, identify areas for improvement, and forecast future business needs.