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Member Profile

Roy Hazelwood (21 Yrs in the industry)
Manager Customer Contact Centre
Anglicare Sydney
3 Connections



About Me, My Hobbies & Interests!

CAREER PROFILE I am a Customer service professional with a passion to care for people and with 7 years in the aged care sector preceded by 7 at Director level leading Asia Pacific Japan programs encompassing enterprise service account management, organization change (Customer Service Transformation) and escalation management.. All this achieved thanks to great team support and caring friends and colleagues who have gone the extra mile!. I now manage a contact centre and reception with 15 staff and over 6000 calls a month who also cover retirement and residential care sales and community services The intention and vision is to share the love of Jesus, support our Customers through transformational rather than transactional interactions and the strengthen the communities we are involved with. In a nutshell we try to make our Staff and Customers know they are loved, matter and belong. KEY ACHIEVEMENTS • Invited to speak at the Panel 3rd Government Contact Centre Conference Canberra 2020 • Presented and facilitated discussion at the Future Contact Centre Conference 2019 • Presented at the 19th Government Customer Contact Summit 2019 • Awarded Contact Centre Manager 2019 - Government and NFP under 30 seats • Runner up Best People and Culture 2019 - Government and NFP under 30 seats • Presented on inclusive co-design at the 18th Government Customer Contact Summit 2018 • Established and manages a monthly Devotions Service at Anglicare Support Centre 2016-current • Awarded Anglican Retirement Villages CEO Excellence Award 2013 • Lead an Asia Pacific Service Account Management program spanning over 14 strategic customers in 6 countries as well as contributing to establishment of global program • Established first Service Account Management programs in Greater China based in Shenzhen leading to increased service management stability and account revenues. • Successfully lead organisational transformation projects in Korea, Japan and China reporting to global steering committee level improvements realizing a US$4M saving for the company and CEO Award. • Master of Ceremonies for APJ Service Managers Conference (Malaysia 2005). • Organized and lead Service Account Management Conferences in Thailand, Singapore and Hong Kong. • Mentored cross functional leader in Australia (Revenue Manager). • Established Lead Service Account Manager in Japan Specialties: Customer Service / Presentation / Team Problem Solving Facilitation (including experience with translators) / Mentoring

Company Details

A Christian Not for Profit company serving the community and aged care sectors in Sydney




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Editorial Contributions

If you operate a center - has call, email, chat traffic increased, decreased or stayed the same since the virus emerged? AND, if its changed up or down how? and how have you managed the change?
March 26, 2020
What recommendations can you share with others who are looking for ideas on what they can do to help manage the effects of the virus on their business?
March 23, 2020
We Asked Members Who Run Centers "How Have You Adapted To Manage the Covid-19 Pandemic"?
March 20, 2020



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