Andrew Bathurst

Experience

• 

  IiNet

  Dec 2008 - Sept 2012

  • Acting Customer Service Manager

    Apr 2011 - Sept 2012

  • Acting Customer Service Manager

    Jul 2011 - Sept 2011

  • Senior Customer Service Representative

    Feb 2010 - Apr 2011

  • Customer Service Representative

    Dec 2008 - Feb 2010
• 

  St George Food Service

  Sept 2012 - Jun 2016

  Customer Service Manager

  • Leading and motivating a team of 13 Customer Service Representatives in day to day responsibilities.• Creating and maintaining KPI’s for staff.• Handling escalated complaints and problem solving issues for customers.• Administration and IT duties.• Team Management in relation to core statistics.• Managing operational efficiency and workforce planning through adherence to rosters, attendance and leave.• Introducing new strategy’s related to sales and customer service to add and retain customers.• High level client management. Show less

• 

  Sebel Furniture

  Jun 2016 - Jul 2018

  Customer Service Manager

  • Lead a team of 15 Customer Service Representatives, Sales and Admin staff across multiple sites.• Creating and maintaining KPI’s for staff • Project management and integration of continuous improvement. • Handling escalated complaints and problem solving issues for customers.• Implement, update and monitor task management CRM systems. • Coaching and mentoring staff.• Implementation of WHS practices and ergonomic work place setups.

• 

  GeoOp

  Jul 2018 - Sept 2019

  Head Of Customer Service

  • Leading a team of 25 Customer Service, Sales, Account Management and Training staff across Australia, Philippines and the United States of America. • Creating and maintaining KPI’s for staff.• Creation of CS and sales strategy and growth. • Handling escalated complaints and problem solving issues for customers.• Implement, update and monitor task management CRM systems. • Coaching and mentoring staff.

• 

  Avetta

  Sept 2019 - now

  •Leading a dynamic team of 100+ staff to deliver exceptional customer service in region. Managing staff in Australia, the Philippines, Japan, Thailand, Vietnam, Singapore, Malaysia and USA. • Client and partner management in APAC. • Creating and maintaining KPI’s for staff.• Operations management for APAC team.• Partner relationship management of BPO partners. •Leading a dynamic team of 80+ staff to deliver exceptional customer service in region. Managing staff in Australia, the Philippines, Japan, Thailand, Vietnam, Malaysia and USA. • Client and partner management in APAC. • Creating and maintaining KPI’s for staff.• Operations management for APAC team.

  • Senior Operations Manager - APAC

    Jul 2022 - now

  • Operations Manager - Asia Pacific

    Sept 2019 - Jul 2022