Sydney, New South Wales, Australia
Professional actor, director & producer with over 36 years’ experience working nationally & internationally in film, TV & theatre (seperate CV on request). Dynamic, highly motivated Operations, Corporate Sales & Customer Service professional with over 20 years experience generating and building winning relationships & results across multiple sales/service teams in a call centre setting. Highly skilled in motivating individuals & teams, demonstrating exceptional communication skills, attention to detail, creating the right team culture, making critical decisions during challenges, taking the initiative to present new ways of working, driving to exceed sales targets & coaching individuals to success. Experience Laithwaites Wine People / Corporate Wine Advisor, Customer Service Support, Personal Wine Advisor & Customer Service Representative July 2020 - present Dan Murphys Endeavour Marketplace / Business Development Secondment April -June 2020 Cellarmasters / Sales Operations Lead 2015 - PRESENT, Surry Hills Cellarmasters / Outbound Sales Team Manager 2009 - 2015, Surry Hills & Bondi Junction Cellarmasters / Inbound Customer Service Supervisor 2007 - 2009, Bondi Junction Cellarmasters / Outbound Wine Advisor 2005 - 2007, Bondi Junction Cellarmasters / Member Services 2004 - 2005, Bondi Junction Cellarmasters / Inbound Customer Service Representative 2000 - 2004, Bondi Junction Other Experience Contract work with Maura Fay Workshops nationally & internationally as a facilitator, presenter & coach with a speciality in dynamic personal coaching in presentations skills workshops, role-plays in customer service, negotiation and influencing as well as experience facilitating crucial conversations workshops. Clients included: Qantas, JP Morgan, KPMG, BHP Billiton, Commonwealth Bank, St George Bank, Perpetual Trustees Australia, Telstra, Optus, AT Kearney, Ove Arup & Partners, Booz Allen Hamilton, Australian Fisheries Management Authority, Australian Crime Commission, Australian Customs, Caltex, The Marketing Store, MBF and Franklins.
National tour of Twelfth Night playing Sir Toby Belch
Responsible for the management of all our corporate gifts & samples (G&S) orders as well as working alongside our Customer Service Support Team to resolve all customer enquiries that cannot be completed on the initial call.
Expert advice on wine selection, building and maintaining strong client relationships with a personal touch. Find the right wine at the right price for every individual taste and budget. Frontline support for our customers, taking orders from catalogue, website & EDM, upselling when required, helpful wine knowledge, actioning refunds, replacements, collections, answering questions and responding to complaints.
Playing ‘Woolies Worth’ family Dad in ongoing National TVC campaign
Responsible for delivering sales results, productivity and people management across the Outbound Sales channel. My notable achievement was taking ownership of the evening & especially Saturday shifts, creating a winning team culture, liaising directly with marketing for bespoke Saturday ONLY offers, WA late night dialling & personally creating very popular high performance incentives that lifted not only sales results but also rostered hours. Responsibilities include: • Delivering daily product briefs and sales strategies to the sales floor. • Managing campaigns, dial plans, and operation of the channel • Operation of Predictive Dialler and Telephony (Interactive Intelligence) • Coaching and formal performance activities with all members of team to deliver increased sales • Development of new strategies to increase activation of new customers and decrease churn • Design of upsell and order increasing components and sales strategies • Customer and client satisfaction, commercial margin • Implementation of annual, quarterly and daily incentive plans to sales results • Legislative compliance – OH & S and RSA • Compliance with tender commitments and contractual obligations • Interviewing and recruitment activities to maintain appropriate staffing levels.
Deliver sales results, productivity and people management across the Outbound Sales channel. My notable achievement was to assist the transition of our teams from the business ownership of Archer Capital to Woolworths & the site change from Bondi Junction to Surry Hills. Change management was front and centre and my role as a floating Team Manager meant that I had to flex across teams, manage expectations, maintain a positive mindset & keep productivity up while there were numerous changes to Team Management & Sales Team positions. Responsibilities included: ● Delivering daily product briefs and sales strategies to the team ● Managing campaigns, dial plans and operation of the channel ● Operation of dialler and telephony ● Coaching and formal performance reviews with all members of my team to deliver increased sales ● Development of strategies to increase activation of new customers and decrease churn ● Work to increase Voice of Customer & Voice of Team scores ● Implementation of annual, quarterly, weekly and daily incentives ● Legislative compliance – OH&S and RSA ● Interviewing and recruitment activities to maintain appropriate staffing levels
Supervise call center representatives as they answer questions, handle complaints, take orders, provide advice & support to our wine club members.
Project work on Endeavour Marketplace Project work creating and managing B2B regional, state and national databases. On-boarding wineries, distilleries and breweries into our ‘Direct from Supplier’ sales channel via Endeavour Marketplace & Dan Murphys online during Covid-19. My notable achievement over a 2 month fixed term contract was B2B conversations with 592 wineries & distilleries combined nationwide, successfully onboarding 119 at an overall conversion rate of 20%. Responsibilities included: ● Identify potential clients in the target market and complete appropriate research on the prospective client’s business and sales channel needs ● Create and manage B2B database, develop relationships with prospective clients, while maintaining existing client relationships ● Partner with the team to create BD manual and scripts for current and prospective clients ● Negotiate contract terms with clients and communicate terms to stakeholders ● Onboarding suppliers maintaining a high level of conversion and client satisfaction