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Work Background
https://markhancockonline.com/Digital Consultant
Jan. 2022Providing guidance through the digital world. Social content, internet marketing, e-commerce, metaverse, newsletters, email marketing.
Whatever keeps you awake at night, let us help you focus on solving that problem today
ConcentrixOperations Manager
Jul. 2020 - Jan. 2021AustraliaLeading a diverse team of dedicated people delivering world class customer service in a technology-enabled global business services company specializing in customer engagement and improving business performance. Making each day count for everybody
ConcentrixTeam Lead
Apr. 2020 - May. 2020Brisbane, Queensland, AustraliaProvided leadership to 500 Work from Home Contact Centre Agents.
Lead an on boarding program for staff who's careers were impacted by Covid 19 and were employed on a Max Term Contract working from home (Mostly for first time) and created systems and programs to meet clients needs.
Delivered a daily focus program including coaching, mentoring and system training on a vital Contact Centre.
• Lead a team of 30 Contact Centre Agents • Manage Track and approve'd attendance • On-boarding of 500 Agents.
• Coaching and mentoring.
• Upskilling of software programs.
• Conduct one on one, team and group Virtual meetings. • Collaborating with Management team
• Adapting to change and delivering of training • Engaging with Client to achieve outcomes
• System Support for Agents and Management Teams
• Facilitated training, Role play and development in virtual room meetings. • Developed and facilitated Focus sessions
Tour of SuccessEntrepreneur
Mar. 2016Australiahttps://tourofsuccess.com.au
Vita Group LimitedNational Operations Manager
Jul. 2010 - Jul. 2017Brisbane, AustraliaLead an operational team to deliver world class support across 40+ retail stores, call centres and B2B sales teams. Coached Independent Store Owners and Licensees to deliver a profit growth while delivering a high-level customer service and meeting compliance requirements.
Leading Edge GroupArea Manager
Oct. 2008 - Jun. 2010Adelaide, AustraliaLead a team of 30 people across 7 retail stores to ensure stores meet and exceed expectations of business development and efficiency. Accountable for the presentation and effectiveness of stores including product display, marketing, profit and regulatory compliance.
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