Wayne Williams
Sydney,Australia
Summary
- Influence & Negotiation
- Analytical Thinking
- Problem Solving
- Coaching & Mentoring
- Conflict Resolution
- Interpersonal Communication
- Written Communication
- Leadership
- Sales
- Customer Service Delivery
- Contact Centre Management
- Business Planning
- Team Culture
- Customer Engagement
- Continuous Improvement
- Project Management
- People Development
- Recruitment & Training
- Operations Management
- Stakeholder Engagement
- Data Analysis & Insights
- Quality Assurance
- Strategic Planning
- Workforce Coordination
- Records Management
Hardworking and motivated Senior Manager with more than 20 years of experience and record of success in Customer Service and Contact Centre environments. 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.
Overview
17
17
years of professional experience
Work History
Manager - Leader – Information Technology Service Desk (Contract)
Dept Planning, Industry & Environment (DPIE)
05.2023 - 10.2023
- Managed a team of contracted Technology Service Desk Agents (up to 10) taking enquiries from NSW Government DPIE staff requiring assistance with IT/ITC support and installations
- Coordinated all recruitment, onboarding and training of new staff, attracting quality talent into the department
- Designed and implemented Call Quality process for forty staff across two sites to provide feedback on quality of interactions with customers across multiple channels
- Designed, created and implemented Call Quality assessment tool to score/rate/rank interactions with customers across multiple channels.
Head of Customer Service - Australia
HRS Australasia
05.2022 - 10.2022
- Oversaw a large-scale team of 4 Team Leaders, 1 Quality & Training Manager, 1 Data Analyst, 50 Customer Service Consultants and 12 BPO Consultants (based offshore - Malaysia) to deliver outstanding contact centre services
- Managed all aspects of the contact centre to optimise service delivery whilst upholding business and contractual objectives in a 24x7x365 environment
- Developed and implemented strategies to increase customer satisfaction whilst improving service delivery, without impacting the business bottom line
- Created revised IVR messaging, queue management, work codes, reason codes and individual, team and business reporting mechanisms as part of the implementation of the Genesys Cloud solution
- Coordinated all recruitment, onboarding and training of new staff, attracting quality talent into the organisation and setting them up for success
- Facilitated robust workforce management and rostering across hybrid workforce schedules, including hot desk rotations for fifty-four staff across eighteen desks
- Administered operating budgets, demonstrating prudent financial management and driving a strong return on investment for company spend
- Established all KPIs and performance metrics, including associated dashboards for key lines of business and individual clients
- Streamlined teams into customer-specific workgroups to enhance service delivery and provide customers with dedicated subject matter expertise
- Prepared and presented detailed business reporting across efficiency, SLAs and customer satisfaction for the Managing Director and relevant managers, providing them with quality insights to make informed business decisions.
National Telephony & CRM Operations/Project Team Leader
Dementia Support Australia
08.2020 - 06.2021
- Provided expert leadership and support to a geographically dispersed team of 25+ dedicated Phone Consultants, 90 on-call Consultants and 5 UK-based Consultants to deliver a seamless, omnichannel service
- Leveraged comprehensive data insights to develop strategic recommendations and actions to enhance service delivery and client outcomes including remote telehealth consultations
- Coached and mentored staff to enhance their professional capabilities and ensure their compliance with organizational values
- Managed the activities of an outsourced service provider to ensure that they upheld agreed service priorities
- Conducted individual and team service quality assessments to promote an optimal service experience across phone and live chat channels
- Designed and introduced effective rostering and forecasting models to maximise workforce management on a daily, weekly, monthly, and annual basis.
Project and Operations Manager
Blue Knot Foundation
08.2019 - 12.2019
- Appointed to project-manage the design, architecture, and implementation of a substantial digital transformation program, including the introduction of several new platforms to improve service delivery
- Developed and launched a range of business policies and procedures that improve response times, encouraged first-call resolution and drove a constant focus on client satisfaction through a person-centred approach
- Introduced a robust FTE headcount and resource coordination strategy that facilitated more effective forecasting, allowing the team to address more client enquiries and reducing the abandonment rate to below 2%
- Championed improved data capture, consistency and accuracy in Salesforce by supporting staff to record all interactions, which subsequently facilitated more comprehensive funding submissions and business cases
- Facilitated the relocation of the organization’s offices to a new site, including associated technical and capital works.
Customer Experience Manager
Dental Axess
09.2018 - 08.2019
- Delivered comprehensive sales and technical support to a team of 12 staff across four sites including Sydney, Zurich, Toronto and Auckland using a follow-the-sun model
- Established innovative customer engagement strategies to attract new clients and maximise loyalty from existing clients
- Managed the recruitment, onboarding, training and professional development of the team, empowering them to achieve strong results and delivering an impeccable service experience
- Introduced pathways to reduce abandonment times, queue wait times and callback volumes through an ongoing focus on first-call resolution.
Future Students Enquiries Manager
UNSW
06.2017 - 12.2017
- Managed the daily operations of the Future Student enquiry centre, including a team of 40+ Future Student advisors who provided comprehensive customer support across email, web, chat, CRM and face-to-face.
Leader Contact Centre Operations
TAFE
03.2015 - 06.2017
- Managed, coached and mentored 4 x Team Managers to train up to forty staff
- Established and managed Call Centre operations to deliver the new SWSi service concept to >15,000 prospective customers per semester
- Introduced new processes, upgraded IT systems (Cisco and Microsoft Dynamics 365) ensuring team members had the resources and tools to deliver excellence
- Drove continuous improvements in a changing VET environment including designing and rolling out a call monitoring/quality programme, IVR, customer satisfaction initiatives, wrap codes, work codes and associated reporting
- Increased conversion rate from 2% to over 21%, improving average handling time 200% and service level from 75% to over 95%
- Reduced the call abandonment rate from 15% to less than 2% and reduced the response time to CRMs and email response times to < 24 hours.
Online Customer Service Manager
Dan Murphy’s
11.2012 - 03.2015
- Managed, coached and mentored 6 x Team Managers to train/coach staff on achieving KPIs, conducting performance reviews, as well as driving focus on quality and customer service
- Transformed operational results, driving online conversion rate from 2% to >23%
- Reduced call abandonment rate from 9% to less than 4%
- Re-engineered processes and workflow for sales and service teams - to manage high volume seasonal sales and service enquiries operating 7 days a week
- Identified customer service trends, defining and performance managing customer service standards, recommending quality and productivity improvements.
Contact Centre Ticketing/Reservations Manager
Sydney Opera House
08.2006 - 12.2011
- Managed an annual budget & P&L of $2M and led a team of fifty staff across four sites operating 7 days a week
- Grew the business to the third-largest ticketing agency in Australia by transforming the operations and customer satisfaction outlook
- Increased ticket sales from $20m per annum to $40m over a 3-year period
- Improved customer satisfaction from a service level of 65% up to 95%
- Reduced abandonment rate (43%)
- Developed Contact Centre operations from the ground up.
Education
GRaphic Arts
East Sydney Technical College
Skills
- Genesys PureCloud
- AWS – Amazon Connect
- Avaya
- Cisco
- Natterbox
- Salesforce
- Microsoft Dynamics 365
- SAP
- ServiceNow
- Tessitura
- Freshdesk
- Jira
- Agile Projects
- MS Office
- Zendesk
- Power BI
- Blue Pumpkin
- Witness
- CyberSource
- Gatekeeper
- Deputy
- Creative
- Innovative
- Forward-Thinking
- Accountable
- Honest
- Performance-Focussed
- Strategic
- Adaptable
Professional Highlights
- Developed and implement Quality Monitoring for forty team members across two sites (Orange & Parramatta) for DPIE.
- Assisted in strategy and reducing call wait times from > 2hrs to 6months to < 2 weeks.
- Developed and implemented strategies that reduced wait times from >20 minutes to 30% to < 5%, and improving the overall customer experience.
- Managed the review, negotiation and implementation of a new salary and bonus structure at HRS Australia, increasing the full-time employee base with 95% of staff accepting the new structure.
- Project-managed the rollout of the Deputy desktop and application system at HRS Australia, a new platform facilitating improved and automated workforce management, scheduling, and payroll activities.
- Established call quality monitoring mechanisms and assurance processes at HRS Australia to promote exceptional and consistent service delivery.
- Conducted comprehensive business reviews at Dementia Support Australia (DSA) to enhance service across phone, chat and CRM solutions.
- Optimised the implementation of Amazon Connect from initial launch across phone (AWC Connect) and CRM (Salesforce) platforms at DSA.
- Introduced robust rostering and forecasting methodologies to drive effective workforce management and achievement of KPIs at DSA and HRS Australia.
- Managed the centralisation of nine sites and a multi-channel contact centre for TAFE Southwestern Sydney, delivering a seamless customer experience.
- Created and launched innovative customer engagement strategies at Dental Axess using Genesys PureCloud and Microsoft Dynamics CRM to acquire new prospects and retain existing clients across global sites.
- Delivered a significant increase in conversion rates from 2% to over 21% whilst improving average handling time by 200% and grade of service from 75% to over 95% at TAFE Southwestern Sydney.
- Reengineered and revitalised processes and workflows for the sales and service teams at Dan Murphy’s Online to better manage high volumes of seasonal enquiries and 7-day operations.
References
AVAILABLE ON REQUEST
Timeline
Manager - Leader – Information Technology Service Desk (Contract)
Dept Planning, Industry & Environment (DPIE)
05.2023 - 10.2023
Head of Customer Service - Australia
HRS Australasia
05.2022 - 10.2022
National Telephony & CRM Operations/Project Team Leader
Dementia Support Australia
08.2020 - 06.2021
Project and Operations Manager
Blue Knot Foundation
08.2019 - 12.2019
Customer Experience Manager
Dental Axess
09.2018 - 08.2019
Future Students Enquiries Manager
UNSW
06.2017 - 12.2017
Leader Contact Centre Operations
TAFE
03.2015 - 06.2017
Online Customer Service Manager
Dan Murphy’s
11.2012 - 03.2015
Contact Centre Ticketing/Reservations Manager
Sydney Opera House
08.2006 - 12.2011
GRaphic Arts
East Sydney Technical College
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