Whitney Back

Azapak is one of Australia's fastest growing suppliers of industrial packaging supplies and equipment. Trading for over 15 years, they have developed a reputation of supplying quality products, along with exceptional service and ongoing customer support. As Customer Experience an HR Manager, I play a key role in acquiring the right talent in order to continue to provide an exceptional customer experience 'As Easy as That'. With my role expanded to include the National Customer Service Team I achieved the following; - 31% growth on trade client portfolio through implementing outbound call sales in conjunction with marketing efforts - Lead recruitment, onboarding and overseeing the employee management of staff for all other departments within the business - Aided in developing and implementing overall company vision, direction and strategic initiatives/ quarterly projects as part of the Executive Leadership team - Rolled out best practice metrics for the Customer Service team - Reduced overhead expenditure within department by 16% - Through overhaul in NPS process drove improvement from 68 to 83 in 12 months

I was bought into the business in order to implement best practice systems and processes across all fucntions of the business. My key achivements included; - From scratch, developed, codified & implemented HR practices and systems including recruitment, employee performance management, onboarding and induction, SOPs, staff development & succession planning - Developed and management of WH&S System including ongoing training and development - Coordinate the creation and ongoing maintenance of the intranet & company business manual - Secured HACCP accreditation and handled QA system maintenance including monthly audits, annual external audits etc - Implemented new PD’s and KPI’s across the company and developed new KPI report to track consistently each month - Implemented BambooHR for employee management, onboarding & training - Developed and implemented WMS processes across the business - 100% employee retention rate for candidates that I have hired in comparison to 59% retention rate from agency hires

Six-month internship with a consultancy firm where I worked on a range of projects to further establish my HR skillset.

This role consisted of the full management of the National Team Call Centre (12 staff) and the Corporate Accounts team (5 staff) across Brisbane & Melbourne offices (including recruitment, rostering, coaching & development). During my time in this role I also managed two of the largest QLD accounts in Woolworths & DB Schenker due to the critical commercial nature of these relationships. Achievements - Stringent process control methods resulted in a single error across over 2,500 orders processed - 100% Staff retention – only movement was due to promotion of staff members - Won Employee of the Month (300+ employees) - Sponsored to participate in SIRF Edge Leadership Program - Completed Emberin ‘Women in Leadership’ program (12 weeks)

Lead the National Corporate Account Team consisting of 5 Corporate Account Managers. In this role the Corporate Account team were chosen to pilot the implementation of a new CRM system, which led to a rollout across the business. Achievements - Twice nominated for Company wide Employee of the Month (business of over 300)

The Corporate Account Manager is a graduate position responsible for maximizing business opportunities within their allocated states/territories by proving telephone, email and face-to-face customer support, to retain and develop business within Signet’s Corporate Customer base. This involved a large degree of reporting as well as quarterly site visits to provide solutions to optimize efficiencies and provide cost savings. I managed three territories (BRI, NSW & VIC) of Signet’s largest corporate customers including Woolworths, Coles, Metcash, DB Schenker, Baiada Poultry, Bunnings alongside a Senior Account Manager. Achievements • Significantly and consistently exceeded quarterly sales targets • Led the implementation of reporting cost analysis across the Corporate Department

This position involved both the maintenance of customer relationships and active participation in the development of marketing strategies to grow Signet's customer base. Work requirements included inbound communications with customers to leverage the transaction in terms of service, revenue and information; as well as outbound communications to proactively strengthen and develop relationships between Signet and its customers.