Xaviero Galan
Sydney,NSW
Summary
Results-driven professional with a proven track record in managing support teams. Adept at optimizing team performance and driving customer success. Strong emphasis on collaboration and achieving measurable outcomes, ensuring seamless communication and conflict resolution. Known for reliability and adaptability, consistently showcasing excellent communication skills to effectively address challenges and deliver exceptional results.
Overview
13
13
years of professional experience
Work History
Sales Service & Support Team Manager
Hollard Insurance
05.2023 - Current
- As a team leader, I successfully managed a team of Sales & Service Specialists and Correspondence Support Consultants, resulting in a 15% increase in customer satisfaction ratings over the course of six months.
- Through close collaboration with Sales & Service Team Managers, I implemented workflow improvements that reduced response time by 20% and increased overall team productivity by 10%.
- By effectively managing various inboxes and policy support requests, I ensured that 95% of customer inquiries were resolved within agreed service levels and regulatory timelines, leading to improved customer retention and loyalty.
- In support of the Digital activation strategy, I contributed to a 30% increase in digital engagement and self-service adoption among customers, resulting in cost savings of $50,000 annually.
- By fostering collaboration with Assisted Chat, Billing, Policy Admin & Underwriting teams, I achieved a 25% reduction in policy lifecycle turnaround time, enhancing overall operational efficiency.
- Regular review of team performance reporting allowed me to identify and implement targeted training programs, resulting in a 15% improvement in individual performance metrics and a 20% decrease in errors.
- Through proactive coaching and development initiatives, I maintained a high employee retention rate of 90% and fostered a culture of continuous improvement within the team.
- Applying performance management measures when necessary, I effectively resolved performance issues, resulting in a 40% decrease in customer complaints and escalations.
- By staying updated on industry/legislative changes, I ensured compliance and implemented necessary adjustments, reducing potential risks and penalties by 25%.
- Conducted root cause analysis on recurring issues, implementing corrective actions that ultimately enhanced customer satisfaction.
- Streamlined internal communication channels to improve information sharing between support team members and other departments within organization.
- Collaborated with cross-functional teams to address systemic issues impacting customer experience, resulting in improved product quality and reduced support volume.
- Managed team of remote support representatives, ensuring seamless coordination and effective communication across multiple time zones.
Team Lodgement Manager
Hollard Insurance
05.2022 - 05.2023
- By simplifying processes and implementing the use of Delegated Authority, developed and empowered the front line within Broker Claims, resulting in a 20% reduction in claim processing time and an improved customer experience.
- To ensure consistency and alignment across the team, established baseline development plans for each team member within the Broker Claims Team. This initiative improved performance and created a clear path for career growth.
- To enhance retention among Hollardites, revamped recruitment and onboarding strategies, resulting in a 15% decrease in employee turnover and increased job satisfaction.
- Meaningful development conversations were conducted with team members, outlining clear career pathways and fostering a culture of continuous improvement and professional growth.
- As part of driving engagement and reinforcing the purpose and strategy for Operations, designed and executed a comprehensive R&R (Rewards and Recognition) program that motivated and recognized outstanding performance within the team.
- Collaborating with the Broker Claims Leadership Team, established clear responsibilities and implemented strategies that ensured consistent results and a cohesive approach.
- By elevating the capability of front-line personnel and implementing an "Ask Once" approach to claim settlements, streamlined processes and reduced the number of customer touchpoints, resulting in faster claim resolutions and increased customer satisfaction.
- To provide a consistent Broker experience, aligned processes and communication across the team and adopted a One Broker One Way approach, ensuring that every interaction between brokers and Hollard followed standardized procedures.
- Actively engaged the front line in process alignment discussions, seeking their input on how processes should work, which resulted in improved efficiency and a sense of ownership among team members.
- As a proponent of the first line of defense, drove accountability within the business, emphasizing the importance of risk management and compliance.
- Implemented an effective incident identification and resolution system, adhering to established frameworks and deadlines, ensuring incidents were promptly addressed and mitigated.
- In all communications, change management, and transformation activities, consistently aligned with Operations Strategy and North Star, ensuring that the vision and goals of the department were effectively communicated and achieved.
Operations Manager
Deferit
06.2021 - 12.2021
- Within a matrix management structure, successfully oversaw the activities of division level managers, resulting in a 15% increase in overall operational efficiency and a 10% reduction in operational costs.
- By establishing and administering an annual budget with effective controls, prevented overages, resulting in a 5% reduction in budget variances and ensuring financial sustainability.
- Through the development and optimization of organizational systems, boosted efficiency, leading to a 20% improvement in process cycle time and a 15% increase in productivity.
- By promptly addressing delays and challenges in product flow, reduced delivery lead time by 25% and improved on-time delivery performance by 20%.
- During the recruitment and training process, successfully hired and onboarded a high-performing staff, achieving a 90% retention rate within the first year and reducing recruitment costs by 15%.
- Through effective task assignment and optimization of workflows, increased team productivity by 25% and reduced turnaround time by 20%.
- In overseeing daily operations of the back office and customer service, implemented training programs that improved customer satisfaction ratings by 15% and reduced customer complaints by 20%.
- Collaborating with multiple departments, played a key role in formulating the organization's mission and vision statements, resulting in enhanced alignment and clarity across the organization.
- Through the implementation of high-quality work environment initiatives, employee satisfaction ratings increased by 20%, leading to improved employee engagement and retention.
- Through comprehensive training and development programs, facilitated seamless team transitions, resulting in a 10% increase in customer loyalty as measured by repeat business and positive customer feedback.
- By executing innovative approaches to revenue growth and organizational expansion objectives, achieved a 15% increase in annual revenue and successfully expanded into new markets, generating a 10% increase in market share.
- Through my involvement in top-level decision-making and strategy planning, influenced strategic initiatives that resulted in a 10% increase in profitability and supported long-term organizational growth.
- Overall, my leadership and strategic efforts yielded tangible results, driving operational excellence, financial sustainability, customer satisfaction, employee engagement, and organizational growth.
Operations Manager/Customer Service Experience Manager
Wondersmile
07.2019 - 08.2020
- As a result of devising processes to boost long-term business success and increase profit levels, the organization experienced a 20% improvement in profit margins over the course of a year.
- By implementing and managing an annual budget with measures to control expenditures and align with sustainability goals, cost savings of 10% were achieved, contributing to overall financial stability.
- The establishment of a constructive communication system between leadership and staff resulted in a 25% reduction in misunderstandings and improved task completion time by 30%, enhancing overall operational efficiency.
- Through the formulation of processes to improve assistance to support groups, downtime was reduced by 20%, resulting in significant financial savings and increased productivity.
- Supplier quality evaluation initiatives led to cost-effective operations and improved overall business performance, resulting in a 15% reduction in procurement costs and a 10% increase in customer satisfaction ratings.
- By implementing, upholding, and refining internal protocols, the organization achieved a 25% improvement in response time to customer requirements, enhancing customer satisfaction and loyalty.
- Through effective planning and resourcing of personnel and logistics for operations component exercises, the organization ensured highly trained personnel were ready to act quickly in critical roles, leading to a 20% reduction in response time to operational challenges.
- Facilitation of training sessions on operational procedures and safety protocols resulted in a 15% increase in productivity, as measured by key performance indicators.
- Through the successful recruitment, hiring, and training of initial personnel, critical internal functions were established, and positions were clearly defined, ensuring a smooth and efficient organizational structure.
- As a result of overseeing daily operations and implementing forward-thinking strategies, the organization achieved a 15% increase in annual revenue, positioning the company for sustained growth and expansion.
- The successful oversight of a team of 30 individuals across five departments contributed to improved collaboration and performance, leading to the 15% increase in annual revenue mentioned earlier.
Area Manager
Foneking
07.2018 - 07.2019
- Through the development of operational plans aligned with established schedules and consideration of order demands and business forecasts, ensured efficient operations and met customer expectations, resulting in a 5% increase in on-time deliveries and improved customer satisfaction.
- Regular analysis of customer behavior patterns and market trends allowed for the implementation of targeted sales strategies. As a result, sales objectives were consistently met, leading to a 10% increase in annual sales revenue.
- Thorough analysis of reports enabled the identification of areas for improvement and the initiation of necessary changes. This resulted in a 15% improvement in operational efficiency and cost savings of 10% through streamlined processes and resource optimization.
- Effective inventory management was implemented and maintained, resulting in a significant decrease in shrinkage to only 1%. Vigilant oversight of daily operations and stock levels ensured accurate inventory control and reduced financial losses.
- Facilitating training sessions to enhance employee knowledge and skills led to increased profitability through the adoption of best practices and procedures. Employee productivity improved by 20%, contributing to overall revenue growth.
- The development and deployment of sales contests boosted team morale and revenues. Sales contest initiatives resulted in a 10% increase in sales performance and motivated employees to achieve their targets.
- Through comprehensive training, motivation, and employee engagement strategies, successfully achieved a 10% reduction in turnover. Employee retention improved, reducing recruitment and training costs while maintaining a highly skilled workforce.
- Revitalizing underperforming teams through exceptional customer service led to consistently surpassing sales projections by 15%. This enhanced profitability and customer loyalty, establishing top performers within the organization.
- By providing rigorous sales training, identifying and resolving profit and loss challenges, and imparting essential sales tactics, enhanced profits by 15%. Additionally, the implementation of a web-based collection system improved efficiency and accuracy for new managers.
- In overseeing the management of workforce planning, customer retention, and customer service operations for multiple branch locations, ensured consistent service delivery and customer satisfaction, resulting in increased customer loyalty and business growth.
Flagship Store Manager
The CO-OP
08.2016 - 07.2018
- Through coaching sales associates in product specifications, sales incentives, and selling techniques, customer satisfaction ratings significantly increased by 20%, resulting in improved customer loyalty and repeat business.
- By reviewing and monitoring scheduling, purchases, and expenses, successfully maintained the quarterly budget and achieved cost savings of 10% through effective expense management.
- In a fast-paced environment, managed store employees successfully by promoting proactive communication and providing positive feedback. This fostered a motivated and engaged workforce, leading to increased productivity and employee satisfaction.
- Scheduling and leading weekly store meetings allowed for effective communication of sales promotions and new inventory, while providing a platform for employees to voice concerns and contribute to the overall success of the store.
- By rotating merchandise and displays to feature new products and promotions, created an engaging shopping experience, resulting in a 15% increase in sales volume for featured items.
- Through the implementation of an incentive program and advanced employee training, boosted sales volume by 10%, motivating sales associates to achieve higher sales targets and improve overall performance.
- By providing excellent customer service and adhering to standard practices, maximized sales and minimized shrinkage, resulting in a 5% increase in sales revenue and a reduction in inventory losses.
- Coaching sales associates on product knowledge using a wide variety of training tools enhanced their expertise, leading to improved customer interactions and a 10% increase in upselling and cross-selling opportunities.
- Maintaining proper product levels and inventory controls, as well as organizing the backroom effectively, facilitated efficient ordering and stock rotation, ensuring optimal product availability for customers.
- By setting effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements, optimized staffing levels and improved customer service, resulting in a 10% increase in customer satisfaction ratings.
- Regularly reviewing performance data allowed me to monitor and measure productivity, goal progress, and activity levels. This data-driven approach resulted in a 15% improvement in sales productivity and the achievement of sales goals.
National Retail Manager
Bohemia Crystal
01.2015 - 08.2016
- As National Retail Manager of bohemia looked after 27 Harris Scarfe Department Store franchises and 5 Bohemia Crystal Retail Outlets nationally, Successfully secured budgeted sales at targeted gross profit margins, resulting in a 10% increase in overall sales revenue and a 5% improvement in gross profit margins.
- Through streamlining operations and workflow, achieved a 15% reduction in operational costs, leading to increased profitability and a 10% improvement in net profit.
- By negotiating competitive vendor contracts, reduced procurement costs by 12%, enhancing profit margins and cost-efficiency.
- Regular communication and consultation with the Director ensured timely decision-making and alignment with company objectives, resulting in a 20% increase in sales performance across all franchise outlets.
- Effective management of sales expenses within company guidelines led to a 10% reduction in overall sales expenses, optimizing resource allocation and improving cost control.
- Strong business relationships and regular communication contributed to a 15% increase in customer satisfaction ratings, reflecting improved service and customer experience.
- Strategic advertising and incentive budgets led to a 10% increase in sales volume and a 7% growth in customer engagement, measured through increased customer loyalty and repeat business.
- Quarterly reports on market intelligence and competitor information provided valuable insights, leading to the introduction of new product lines that contributed to a 12% increase in sales revenue.
- Through efficient stock management and replenishment strategies, stockouts were reduced by 25%, resulting in improved customer satisfaction and a 10% increase in sales revenue.
- Creation of a franchise retail price list with appropriate gross profit margins resulted in a 5% increase in average transaction value and a 10% improvement in overall profitability.
- Implementation of in-store specials and blanket discount promotions resulted in a 15% increase in footfall and a 12% growth in sales during promotional periods.
- By addressing shrinkage and discrepancy reports promptly, inventory losses were reduced by 20%, leading to increased profitability and improved inventory accuracy.
- Investment in staff training and development led to a 15% improvement in employee performance and productivity, contributing to enhanced customer service and a 10% increase in average sales per employee.
- Successful launch of new sites led to a 20% increase in revenue from the newly opened stores within the first year of operation, demonstrating effective project management and successful business expansion.
Store Manager
Nike
01.2013 - 12.2014
- Implemented culture in store that brings Nike brand to life
- Ensured service strategies are communicated and reinforced to drive customer-focused sales and service culture to maximize revenue
- Implemented and utilize recognition, rewards, and incentives as consistent approach to motivate and inspire team
- Formed overall leadership and people management of store including productivity recruiting and hiring top talent, performance management and coaching, supporting HR strategy
- Led and maintained positive and motivating work environment that embodies and supports Nike Retail’s mission, values and maxims
- Monitored and took steps to optimize store performance metrics and KPI’s related to sales, revenue, wages, shrink, margin, and other measures.
- Formulated feedback to Factory Operations Manager to assist in creating monthly/annual store budgeting and forecasting processes that tie to overall retail plan.
- Improved operational, visual presentation, shipping and receiving, marketing.
- PR, loss prevention, human resources, customer service, facilities and maintenance activities of store.
- Ensured excellence in implementation of visual presentation standards including markdown execution/transfer of product and seasonal flow.
- Secured store perimeter and enforced procedures to minimize losses and protect store assets.
- Increased profits 20% by restructuring store layouts, enabling more efficient inventory management, financial planning, and sales performance metric analysis.
- Managed daily operations to ensure smooth functioning of the store, maintaining clean, safe environment for customers and employees.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Area Manager
Platinum Communications
09.2011 - 01.2013
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals
- Increased profits through effective sales training, troubleshooting P&L areas and training new managers on web-based collecting system and key sales tactics
- Resolved conflicts promptly to promote positive environment for customers
- Brought in exceptional candidates to boost team productivity and operational efficiency
- Exceeded sales forecast figures by 20% regularly through superior customer care
- Reduced turnover 95% by enhancing training, motivation and engagement strategies with all employees
- Supervised 10 location managers and managed assets, maintaining contractual, compliance reporting requirements for all areas and assets
- Managed inventory and reduced shrinkage by 3% through detailed monitoring of daily operations and stock.
- Facilitated conflict resolution among team members, promoting open communication and fostering a positive workplace culture.
- Achieved high employee retention rates by creating an inclusive work environment where staff felt valued and supported.
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
- Continuously improved operational procedures through ongoing evaluation of existing practices, incorporating feedback from team members and adopting industry best practices.
Education
Bachelor’s - Business Management
University of California Santa Barbara
Santa Barbara California06.1991
Bachelor’s - Economics
University of California Santa Barbara
Santa Barbara California06.1991
Skills
- Employee relations and conflict
- Resolution
- Management information systems
- Policies and Procedures
- Implementation
- Feedback delivery
- Budgeting and forecasting
- Natural leader
- Recruitment & Talent Acquisition
- Coaching and mentoring
- Teamwork and collaboration
- Workflow optimization
Timeline
Sales Service & Support Team Manager
Hollard Insurance
05.2023 - Current
Team Lodgement Manager
Hollard Insurance
05.2022 - 05.2023
Operations Manager
Deferit
06.2021 - 12.2021
Operations Manager/Customer Service Experience Manager
Wondersmile
07.2019 - 08.2020
Area Manager
Foneking
07.2018 - 07.2019
Flagship Store Manager
The CO-OP
08.2016 - 07.2018
National Retail Manager
Bohemia Crystal
01.2015 - 08.2016
Store Manager
Nike
01.2013 - 12.2014
Area Manager
Platinum Communications
09.2011 - 01.2013
Bachelor’s - Business Management
University of California Santa Barbara
Bachelor’s - Economics
University of California Santa Barbara
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