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Ben Gilkison-Duckworth

Customer Experience Manager

Customer Experience Manager at Camp Australia

Melbourne Area, Australia

Section title

Ben Gilkison-Duckworth's Email Addresses & Phone Numbers

Ben Gilkison-Duckworth's Work Experience

Camp Australia

Customer Experience Manager

August 2014 to Present

Melbourne Area, Australia

Remote Source

Principal Consultant

June 2014 to Present

Melbourne Area, Australia

Pacific Brands

National Customer Experience Manager

July 2013 to June 2014

Victoria Area, Australia

Ben Gilkison-Duckworth's Education

Open Universities Australia

Bachelor Business

2000 to 2006

Onslow College

Ben Gilkison-Duckworth's Professional Skills Radar Chart

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Ben Gilkison-Duckworth's Estimated Salary Range

About Ben Gilkison-Duckworth's Current Company

Camp Australia

Reporting to the CEO the focus of this role is on the experience and advocacy of Camp Australia customers across the entire parent community. I have functional responsibility for processes which touch these customers and communication marketing within the customer base. There are four teams which make up the Customer Experience department: • In house customer resolutions,...

Frequently Asked Questions about Ben Gilkison-Duckworth

What company does Ben Gilkison-Duckworth work for?

Ben Gilkison-Duckworth works for Camp Australia


What is Ben Gilkison-Duckworth's role at Camp Australia?

Ben Gilkison-Duckworth is Customer Experience Manager


What is Ben Gilkison-Duckworth's personal email address?

Ben Gilkison-Duckworth's personal email address is b****[email protected]


What is Ben Gilkison-Duckworth's business email address?

Ben Gilkison-Duckworth's business email addresses are not available


What is Ben Gilkison-Duckworth's Phone Number?

Ben Gilkison-Duckworth's phone (**) *** *** 160


What industry does Ben Gilkison-Duckworth work in?

Ben Gilkison-Duckworth works in the Financial Services industry.


Who are Ben Gilkison-Duckworth's colleagues?

Ben Gilkison-Duckworth's colleagues are Jarrod McKewen, gail forbes, Conor Fennell, Robin Murdoch, Adam Pease, Laura Wickenton, Paul Nugent, and Andrew Connolly


About Ben Gilkison-Duckworth

📖 Summary

I am a seasoned customer experience professional, leader and strategist. I am an expert in communication, sustainable process engineering, operational management, customer focused contact management and leading for sales success. As the head of customer service, account management and inside sales for PostConnect, a business of Australia Post, I have transformed both the customer experience and won the sales battle. Customer Satisfaction is at an all time high, the growth in account portfolios hasn't been seen before and the Inside Sales team is breaking new records. I have worn many hats throughout my career. Leader, agent, manager, researcher, vendor manager, program manager, excel guru, coach, analyst, shoulder to cry on, cook. As a result I have a depth of knowledge of the service delivery environment that allows me to ensure the success of not only the area I am working in, but every individual in that area and every relationship. This experience has developed in me the two greatest and complimentary skills I have, the ability to focus on the customer in everything I do, and the ability to actively engage with the customer. I also understand that my value to an organisation is the following: - I have big ideas - I care. I care about people, I care about customers, I care about success, I care about the company, and I care about doing a good job - I use stress as energy to succeed - People listen to me. My focus on the best outcome for all involved, customers, company and people, means that my ideas, statements and changes are listened to and acted on - I am creative and process focused. This means I think of a unique or a new way of doing business, and then make sure that every step is sensible, in the right order being done by the right person - I run towards fires not away from them - I understand that you need to focus on the short game, how we win right now, while all the time working on the long game, how we keep winningCustomer Experience Manager @ Reporting to the CEO the focus of this role is on the experience and advocacy of Camp Australia customers across the entire parent community. I have functional responsibility for processes which touch these customers and communication marketing within the customer base. There are four teams which make up the Customer Experience department: • In house customer resolutions, billing and collections team • Outsourced front line customer service • Holiday Club project management • Corporate Event management From August 2014 to Present (1 year 3 months) Melbourne Area, AustraliaPrincipal Consultant @ From June 2014 to Present (1 year 5 months) Melbourne Area, AustraliaNational Customer Experience Manager @ • Leadership across 120+ FTEs across 5 sites within Australia with a focus on ethical and empathetic leadership of redundant staff. This included everything from leadership of communication to staff to management of outplacement services • Ensured continuity of service delivery for all customers from large scale corporates to small businesses and consumers throughout transition program • Spearheaded business case development, operational design and stakeholder engagement for case to outsource and offshore contact centre function • Creation of onshore support services for management of BPO contract including workforce planning and reporting, training and quality, business and continuous improvement and a second level support team • Lead operational, technical and communications work streams in project ensuring successful program delivery. From July 2013 to June 2014 (1 year) Victoria Area, AustraliaManager, Customer Service, Account Management and Inside Sales @ • Leadership: o Direct Reports – Team Leaders, Senior Account Managers o Indirect Reports – Customer Service Officers, Inside Sales Representatives • Strategic design and tactical delivery of customer experience across the full customer life-cycle from sale, to implementation, maintain and grow to strategic customer development • Delivering superior customer service to business to business customers of Australia Post through high quality corporate customer care for customers conducting work requests, change requests, incident management, billing management and overall customer relationship ownership • Successfully responsible for leading the management of portfolio growth in a national customer base of key customers through the use of service and account management to identify and develop opportunity • Implement, develop and grow revenue from a specialist inside sales model From December 2011 to June 2013 (1 year 7 months) Melbourne Area, AustraliaTransformation @ • Migrate contact centers from 6 countries to a single outsourced multi-lingual contact center. • Build and maintain relationships with internal and external stakeholders in each country • Improve Customer Satisfaction from low levels to best in class • Implement leading edge tools • No customer down time From September 2010 to May 2011 (9 months) Sydney, Manila, Mumbai, Hong Kong, New Zealand, SingaporeSenior Manager - Contact Centre @ 100+ FTE Contact Centre across 4 departments: * Inbound High Volume Call Centre * Inbound Technical Helpdesk * Corporate Services * ATM Monitoring The Contact Centre receives over 600,000 inbound calls, makes 100,000 outbound calls, handles 500,000 incidents related to proactive ATM Monitoring. From March 2010 to September 2010 (7 months) Sr Manager Business Process & Training @ Achievements: * Migrated a Cantonese speaking call centre from India to Sydney with readiness to take calls 3 days from initiation and 1 day from approval, achieving all targets within 1 week * Lead for Client Services and Operations on Direct Charing implementation project. Direct Charging affected every aspect of the ATM industry in Australia and required changes in just about every process in Client Services * Received 100 Heroes award - 100 staff out of 27000 were selected to receive this award. The category I was nominated for was "Radical Simplifier" and the specific project that I received this for has ongoing cost savings of greater than $1m/ year and has been successfully implemented for 2 full years From June 2007 to February 2010 (2 years 9 months) Operations Manager @ The purpose of the role of Operations Manager is to manage the day to day operations of the IT, processes and projects departments  Business Analysis  Improve operational business efficiency  Program Management  Product Management  Onshore and offshore vendor management From April 2006 to June 2007 (1 year 3 months) Project Manager/Technical Manager/Customer Service/ @ From October 2003 to April 2006 (2 years 7 months) Business Process Manager @ From January 2000 to October 2003 (3 years 10 months) Bachelor, Business @ Open Universities Australia From 2000 to 2006 Onslow College Ben Gilkison-Duckworth is skilled in: Call Center, Business Process..., Six Sigma, Training, Contact Centers, Vendor Management, Process Improvement, Business Analysis, Change Management, Service Delivery, Operations Management, Team Leadership, Performance Management, Outsourcing, Customer Experience, Program Management, BPO, Business Transformation, Project Management, Stakeholder Management, Call Centers, Telecommunications, Resource Management, Account Management, CRM, Management, Business Process, Leadership, Product Management, Customer Satisfaction, Project Delivery, Process Engineering, Team Management, Sales, B2B, Service Management, Strategy, Project Portfolio..., Management Consulting, Cross-functional Team..., Business Intelligence, Business Strategy, Customer Retention, Business Development, Relationship Management, Business Case


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In a nutshell

Ben Gilkison-Duckworth's Personality Type

Extraversion (E), Intuition (N), Thinking (T), Judging (J)

Average Tenure

1 year(s), 8 month(s)

Ben Gilkison-Duckworth's Willingness to Change Jobs

Unlikely

Likely

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