Michelle Keogh
North Shore,AUK
Summary
Highly skilled and strategic thinking leader with a proven track record of problem-solving using innovative solutions. Possesses a natural talent for creating exceptional customer experiences, building fantastic work culture, and building high-performing teams.
Demonstrates success through inter-department collaboration, streamlining processes and effective change management.
Overview
16
16
years of professional experience
Work History
Head of Contact Centre
Triton Hearing
09.2017 - Current
- Proposed and implemented process improvements that resulting in YoY growth on KPI's that align to overall business objectives
- 400% growth in FTE
- Centralised 2 new specialist support functions that is responsible for managing 45% of our companies revenue.
- Developed new processes for managing the Contact Centre through COVID and moved to a flexible work from home model.
- Aided in creating and implementing a Professional Development Pathway for Contact Centre agents and Team Leaders.
- Building and maintaining strong relationships with key external funding partners. Including ACC, IAG, Suncorp, our international sister companies along with our Switzerland based owners Sonova.
- Established open and professional relationships with Internal team members to achieve desired outcomes
- On the Triton Extended Leadership Team and a key stake holder in senior management discussions and decisions.
- Chair of our Give Back Committee for 4 years
Sales Manager/Business Development Manager
Digital Mobile
05.2013 - 08.2017
- Head hunted to Digital Mobile after Vodafone/Telstra Clear Merger
- Team responsible for researching and identifying opportunities with key decision-makers for existing account growth, new industry penetration and market expansion.
- Promoted to Acquisition Sales Manager and was responsible for Small Business and SME telemarketing teams and BDM face to face team
- Responsible for all recruitment, customer resolution, retention, reporting, scripting and compliance/quality assurance adherence.
- FTE was low, staff churn was high and there was no focus on team culture. Customer escalation volume was high and inter department relationships with the team was poor.
- Staff turn over reduced and FTE growth of 40% through effective performance management, team restructure, coaching and an incentive review.
- Within 5 months revenue was up over 1000%
- Reason for leaving - Went on maternity leave in January 2016
- On my return I negotiated multisite deals with franchises such as Mad butchers, Speedy Signs, Z Petrol stations, The CBA association and Master Plumber Franchisees.
- Reason for change – After 12+ years in Telecommunications, was looking for new challenge.
Customer Solutions Specialist
Telstraclear/Vodafone
05.2012 - 05.2013
- Generate Sales leads through cold calling, referral based marketing and networking
- Provide a full business solution to suit customers' needs and requirements to hit target
- Over 120% of target hit each month
- Reason for change – With the merger of Telstraclear and Vodafone my Manager offered me a role with him at Digital Mobile.
Beauty Therapist
09.2010 - 05.2012
- I was working from home as a, whist pregnant and my son was young
B2B Sales Consultant
Magnet Networks, Fibre company
03.2009 - 09.2010
- Cold calling in the SME space. Worked independently with minimal supervision. negotiating prices, terms of sales and service agreements.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Reason for leaving - Emigrated back to New Zealand
Education
The Ultimate Team Leader Course
EMA
Grafton Auckland06.2014
Diploma - Level 5 Diploma in Beauty Therapy
College of Camille
Newmarket, AUK2007
Skills
- Business Needs Analysis
- KPIs Identification
- Quick Thinker & problem solver
- Motivational Leadership
- Operational Efficiency
- Administration and Reporting
- Presenting
- Call Center Operations
- Adaptable
- Continuous Quality Improvement
- Critical Thinking
- Strategic Decision-Making
Hobbies
Serve on the committee of my hockey club HDF. Club Hockey, runner and avid reader. I enjoy relaxing with friends and family.
Timeline
Head of Contact Centre
Triton Hearing
09.2017 - Current
Sales Manager/Business Development Manager
Digital Mobile
05.2013 - 08.2017
Customer Solutions Specialist
Telstraclear/Vodafone
05.2012 - 05.2013
Beauty Therapist
09.2010 - 05.2012
B2B Sales Consultant
Magnet Networks, Fibre company
03.2009 - 09.2010
The Ultimate Team Leader Course
EMA
Diploma - Level 5 Diploma in Beauty Therapy
College of Camille
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