TODD GORDON2/2 Woolshed Place Maryville, NSW 2293

Mobile: 0429 566 97517th September, 1971

Email: todd.gordon1@outlook.comLinkedIn: au.linkedin.com/in/toddgordon1

CAREER SNAPSHOTScenic Tours May 2013 – Present CSC ManagerEnergy Australia/Ausgrid Feb 2011 – Feb 2013 Contact Centre ManagerOrbis Global Sep 2010 – Feb 2011 Operations ManagerArvato Services Australia Nov 2007 – Jul 2010 Operations ManagerRoyal Australian Air force Jan 2004 – Oct 2007 Senior InstructorRoyal Australian Air force Jan 2000 – Jan 2004 Field Training InstructorProductBank Jan 1998 – Dec 1999 Production ManagerJohn Fairfax Publications Jan 1993 – Dec 1997 Production ManagerJohn Fairfax Publications Jan 1988 – Dec 1992 Photo Compositor

QUALIFICATIONS IN DETAIL

SMART (Smart Management of a Resourceful Team) People in Progress. Corporal Promotion Course Session 111 Richmond, NSW. Statement of Attainment towards Certificate IV in Government PSP40199 Newcastle, NSW. Certificate IV in Aviation (Air Surveillance) 80392ACT- Newcastle, NSW. Certificate III in Business (Frontline Management) BSB30501 Newcastle, NSW. Developing a Business Plan Newcastle, NSW. Certificate IV in Assessment & Workplace Training BSZ401982 Newcastle, NSW. Qualified Workplace Assessor 114072 Newcastle, NSW. Training Development Course 110805 Newcastle, NSW. Instructional Technique Course 113687 Newcastle, NSW. Drake Touch Typing over 50 wpm & 98% accuracy, Newcastle. NSW. Slewing Mobile Crane 60 tonne (C6 No.21950) Broke, NSW. Dogging (DG No 21950) Broke, NSW. Conduct Slewing Mobile Crane Operations – Surface Coal Mining Operations (MNCG1042A)

Broke, NSW. Conduct Dogging Operations – Surface Coal Mining Operations (MNCG1043A) Broke, NSW. Work in Confined Spaces (No. 28307) Newcastle, NSW. Work Safely on Roofs (No. 0489) Newcastle, NSW. Advanced Senior First Aid (FA9651) Newcastle, NSW. PADI Divemaster – Florida. USA.

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EMPLOYMENT HISTORY

Customer Service Centre Manager, ReservationsScenic Tours, Newcastle May 2013 – Present

Responsibilities:

To manage the overall activities of the Customer Service Centre (CSC) including, but not limited to:

Ensuring that the CSC performs as required by the business to meet the demands of booking flows and the execution of other CSC responsibilities as defined and measured through KPI’s, budget management and customer feedback;

Coaching, mentoring and training of Team Leaders, Training Co-coordinator, Workforce Planner and Business Analyst towards continuous improvement.

Report as required on a weekly / monthly basis; Continuously improve the effectiveness of the CSC by developing both short and long term plans

and goals; Identify and manage risk in relation to CSC delivery.

Achievements:

Implementation of Interactive Intelligence CIC Telephony Platform to Australian Contact Centre. Leading Global Telephony project to increase ININ footprint to North American and UK Contact Centres.

Initial implementation of CSC SLAs/KPIs and subsequent significant improvements through positive restructuring, redesigned recruitment process and positive reward & recognition programs:

a) Maximum 2 hour wait times reduced to under 5mins. b) Average wait times reduced from 10mins to 30secs.c) 50% abandonment rates decreased to fewer than 3%.d) Reduction in attrition rates over 12 month period from 150% to 10%.

Implementation of Coaching Guideline, Coaching Plan, Performance Management and Call Monitoring Procedures for Team Leaders towards quality and service improvements.

Implementation of Senior Consultant Team – reduction of knowledge gaps through accurate reporting and workgroup management. Removes responsibility from Team Leaders to ensure 100% commitment towards coaching and quality improvements is achieved.

Restructure of CSC Reservations Department which includes:a) Direct Guest Concierge Teamb) Workforce Planner Administrator Rolec) Training & Development Role – including creation of 6 week training program.d) Business Analyst Rolee) Post Call Support Team (Administration & Documentation).

Project Management of Reseating Project – Cabling and increase seating capacity by 14 seats.

Contact Centre Manager – Customer Services

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Energy Australia/Ausgrid, Newcastle Feb 2011 – Present

Specialties include: Customer Service/Customer Satisfaction Contact Centre Operations Training Quality Control Business Development Change Management Coaching & Mentoring Concept Development Account Management Leadership Design & Presentation Public Speaking Recruitment Workforce Management

Responsibilities:

The development and ongoing improvement of 13 Team Leaders, 220 Customer Service Representatives and performance management capability of the Contact Centre.

The development and implementation of Operational plans aligned to the Contact Centre Strategic Plan and the delivery of SLA, Operational & Financial KPI’s in accordance with planning cycle. Annual Contact Centre Budget of $21M.

Management of Training Program and Recruitment Team via Contact Centre Resource Plan. Building and maintaining strategic & day to day Stakeholder relationships with Client, Business

Partners including HR, Safety, Recruitment Agencies and Industrial partners (Union) to support the delivery & implementation of multiple SLA’s, Client, Purchaser & Contact Centre strategies.

Developing a culture of achievement through effective consultation and high levels of involvement in the planning & communication process at all levels.

Change Management and Communication Leadership to a broad and diverse audience.

Achievements:

24 months consecutive achievement meeting all KPI/SLA/Customer Satisfaction targets Successful implementation of reduction of Operating Hours - $1.2mil savings Implementation of Multi-Media Team of 16 to service internet and email enquires Successful set up of Customer Solutions Team – Customer Escalation Team.

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Operations Manager – Client Support & OperationsOrbis GlobalNorth Sydney – Sep 2010 – Feb 2011

Responsibilities: Manage Customer Support Team for APAC, UK and US Clients. Includes 1st and 2nd line support for up to 30 high profile companies. Manage current staff through growth and constant change. Performance Management, Mentoring and Training of existing and new Support Staff. Recruitment of new staff due to expansion and growth. Create and implement robust support procedures to transfer to US & UK. Manage current IT Vendor as Account Manager.

Operations ManagerArvato Services Australia Pacific (American Express)Hunter Street, Newcastle - Nov 2007 – July 2010

Responsibilities: Manage day to day operations of 150 Seat Financial Contact Centre for Consumer and

Corporate Markets including Operations, Account Management, Workforce Planning, HR and Quality & Training.

Responsible for achieving service level targets, ensuring staffing numbers are maintained and maintaining positive client relations.

Set and manage target goals for KPIs, Adherence, Quality, Compliance, Financial Budgets and call handling efficiency.

Ensure agents, Team Leaders and Staff are Customer Focused at all times providing exception customer service.

Responsible for coaching Team Leaders on performance, via coaching & action plans and agent welfare.

Conduct daily performance analysis and report to VP, Vendor Operations Manager and Client Relations Manager of American Express.

Coach and mentor staff on performance and achieving Call Centre and individual KPIs. Organise and facilitate internal staff training for Team Leaders and support staff including

assessing skill levels to perform existing or expanding roles within the organisation. Attend daily performance meetings, weekly Directional Meeting with VP of American Express

to discuss centre performance and action plans, weekly Schedule Review Meeting to discuss staffing vs. volume and fortnightly Capacity Planning Meeting with Senior Management on forecasted attrition, staffing, training and volume for next 12 months.

Conduct business analysis and research on potential new business Act as General Manager when needed.

Achievements: Responsible for launch and management of dedicated Customer Focused Sales Team.

Continually achieve exceptional Customer Satisfaction Survey results for Overall and Representative Satisfaction – direct feedback from American Express Card Members.

Reduced AHT (Average Handling Time) from 350secs to contractual target of 310secs within one month – May and continue to track at this target.

Trained first American Express New Hire Course to 25 representatives over a 9 week period. First employee’s to staff Arvato Call Centre.

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Lead 120 staff including 7 Team Leaders, 110 Telephone Representatives, Administration Staff, Workforce Planners, IT and Training & Quality during initial set up of call centre and recent structural changes.

Designed and Implemented new Call Centre Basics & Compliance Training for all agents. Centre has achieved consistent +96% Compliance for past 4 months.

Restructured floor wide support to representatives by creating Senior Agent monitoring position, reporting on call trends/types, co-ordinate staffing requirements between 2 markets and provide product support.

Designed and implemented Monthly Bonus Scheme for Consumer & Corporate Markets to achieve Quality & Compliance Targets therefore achieving contractual KPI targets

SENIOR TRAINER/ASSESSORSurveillance & Control Training Unit, Royal Australian Air Force.Air Defence Training Unit, Newcastle - Jan 2004 to Nov 2007

Manage and facilitate both small & large training groups, improve training levels by coaching students, design high-end course material.

Responsibilities: Provide instruction and formal training on Air Surveillance Manage course program and student welfare as Course Director Conduct assessments and practical demonstrations Develop and maintain effective courseware

Achievements: Developed and implemented a complex series of recorded scenarios - To be used for training

operations personnel on various software and graphic platforms. Available lessons have increased by over 300% and Instructor to student ratio can be maintained at 2:1.

Streamlined, redesigned and facilitated course flagship subject - Ensuring a smooth transition from student to operator with highest achievable training levels.

Achieved Department Award - SACTU Award for Excellence. Personal selected by Headquarters VP to represent Unit in Singapore during 4-week

international training event. Redesigned student study material - Combined over 30 individual course hand-outs into 4 easy-

to-use assessment booklets.

FIELD TRAINING INSTRUCTORNo.3 Control & Reporting Unit, Royal Australian Air Force.Air Defence and Surveillance Unit, Newcastle - Jan 2000 to Jan 2004

Manage and facilitate both small & large training groups, improve training levels by coaching students, design high-end course material.

Responsibilities: Provide instruction and formal training Manage periodic proficiency assessments Develop and maintain training packages Manage First Aid and Fire Fighting Training Manage course administration

Achievements:

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Designed and implemented a user-friendly Operator Training Manual where previously no training material was available. The outcome was a comprehensive 300 page publication which has become the base reference material for the Air Surveillance Operator Basic Course with the Royal Australian Air Force.

Responsible for design and implementation - of an Excel Tracking Data-Base used to track and record individual competency for 150 personnel. Dramatically reducing time and operator workload required for collation and publication of monthly & yearly proficiency audits.

Personally selected - For department and Unit wide operational Audit based on integrity and fairness.

Received Department Commendation - For conscientious approach towards duties and willingness to take additional tasking in the face of reduced manpower and heavy workload.

Received Commanding Officers Commendation - For displaying initiative and innovation in identifying and correcting a major deficiency in Post-Graduate Training.

Recommended for early promotion to next Rank – For constantly providing a higher level of instruction and conduct increasing the overall standard of trained personnel.

PRODUCTION MANAGERProductBank North Sydney – Jan 1998 to Dec 1999

Lead Production Team and on-line support services in the form of asset management software and services for global corporations.

Ensure goods and services are produced efficiently; that they are of the right quality, quantity, and cost; and that they are produced on time, to the satisfaction of the client.

Responsibilities encompass: Production control (the sequencing of jobs, updating time schedules, etc); stock control; quality control; health and safety issues; and the maintenance and replacement of production equipment, staff management and rostering.

Estimating future capacity, co-ordinating the work of planners and supervisors and liaising with client, sales and management staff.

PRODUCTION MANAGER / PHOTO ILLUSTRATORThe Sun Herald & The Australian Financial Review – John Fairfax PublicationsSydney – Jan 1988 to Jan 1997

Composition Apprenticeship………………………………………………1998 to 1991Production Manager, The Sun Herald………….……………………….....1991 to 1993Photo-Illustrator, The Australian Financial Review……….………………1993 to 1997Night Production Manager, The Australian Financial Review…………….1996 to 1997

Responsibilities: Act as point of contact: for artists, production staff and journalists. Provide concept computer illustrations: Utilising Apple Macintosh Graphic Software. Responsible for: Staff rostering, supervision of night staff, freelance Illustrators and

photographers.

Achievements: Nominated: Apprentice of the Year.

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Youngest Production Manager at age 20 - Responsible for the preparation, delegation and production of weekly print tabloid publications for up to 40 staff whilst adhering to strict daily and weekly deadlines.

Winner: 1996 & 1997 Nikon-Kodak Australian Press Photographer of the Year Awards - Best Photo-Illustration.

Dogman/LabourerTASTEX Linings, Liddell PowerStationSingleton – May 2007

Practical experience in the mining industry

Confined Space Monitoring Working in Confined Space Risk assessments Washery Shute Work Dogging and use of overhead crane General Labouring

REFERENCESProvided on request

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