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Home | About | Key People
Steve Mitchinson
Steve is the Managing Partner of TeamRed Solutions, and one of Australia’s most experienced and respected customer management professionals. He has an outstanding track record of achievements in improving business performance by lifting the effectiveness of staff and processes leading to improved profitability and loyalty of customers and staff.
Steve has over 30 years experience across a range of customer service roles and assignments, with a strong focus on effectively re-defining effective customer service delivery.
Respected for his strategic, forward thinking focus his results have delivered numerous industry awards. |
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Commercial Sector
Steve has extensive experience in the commercial sector, defining and implementing successful customer management strategies. This culminated in a role with BOC Gases where he was responsible for the development and management of their contact centres in WA & SA and was a major contributor to their business re-engineering project commenced in 1993, leading to significant operational cost savings and the successful development and implementation of their SAP integrated business software system.
Public Sector
In 1997 Steve joined the Department of Transport as Director of Customer Services, where over a two and a half-year period he set about re-engineering the customer service delivery functions with outstanding success. His role was to develop and deploy their first contact centre and implement a service culture throughout the contact centres, web presence, and branch and agency networks. He enjoyed considerable success in improving service performance, improved customer perceptions and staff job satisfaction. The programmes Steve developed and implemented achieved productivity improvements in excess of 30% and significant improvements in customer satisfaction (average 35%, maximum 68% across all indicators as measured by Market Equity). During his term, Transport (Licensing) were finalists in both the Premiers Excellence Awards and the Australian Customer Service Awards. A number of his team’s initiatives have been replicated in equivalent organisations throughout Australia with great success and he now consults widely to government agencies around Australia.
Consumer Sector
In February of 2000 Steve joined the fledgling telecommunication company B Digital Ltd as Customer Services Manager. This role involved the development of a multi-skilled, multi-channel contact centre environment to support the company’s rapidly growing customer base. During his tenure customer numbers grew from 50,000 to over 400,000. He was adjudged Contact Centre Manager of the Year in 2001 and B Digital won the Contact Centre of the Year Award at the 2001 and 2007 ATA State Awards. B has also been the winner of the Customer Service Institute of Australia (CSIA) Service Excellence Award (Medium Business) for WA, and National Finalist for 3 successive years. A number of staff trained and developed under Steve’s programmes have also received national recognition for their excellence in various fields. He has since guided several clients to award success.
He also managed the design and relocation to a purpose built 4000 square metre office facility. His success in producing industry leading results in sales, retention, customer service, credit control and support lead to his appointment as General Manager in January 2006. B was acquired by The Soul Pattinson Group in 2006 and Steve was appointed to the dual role – General Manager of the WA operations and Manager of Consumer Operations for their Australia wide operations.
Contribution to Industry
He was elected to the Board of Directors of the Australian Teleservices Association (ATA) in 2005 and is currently National Chairperson. He is also a Life Member of the Australian Institute of Credit Management (AICM) and served on their Board of Directors for 7 years including a term as National President from 1995 to 1997.
Steve has also served as a member in a number of industry advisory roles around Australia. Most recently Steve chaired the national review of competency standards affecting the contact centre industry.
Public Speaking
Over the past 20 years, Steve has presented to, or on behalf of many organisations throughout Australia and overseas, including the Institute of International Research, International Quality & Productivity Council, Australian Human Resources Institute, Australian Institute of Credit Management, Australian Society of Certified Practicing Accountants, National Institute of Accountants, Veda Advantage, Curtin University School of Business, Edith Cowan University School of Business, Marcus Evans Events, Australian Computer Society, Australian Teleservices Association, WA Sports Centre Trust and others.
If you are seeking to improve the effectiveness of any aspect of your customer management cycle and want measureable results, or an accomplished presenter for your next forum or event, contact TeamRed Solutions
TeamRed Solutions Consulting Associates
In order to meet the growing demand for our expertise, we have agreements in place with a number of independent, qualified and experienced colleagues around Australia. Referred to as Affiliate Consultants we are able to draw on their industry experience and expertise to meet the needs of any project anywhere. Current Associates include:
Business Analyst
Samta has extensive experience in managing a diverse range of business and technology projects. Broad experience in the contact centre industry includes analysing data, gathering requirements and successful management of change programs across a number of different environments. Possesses excellent communication skills to deliver complex information to various audiences.
Qualifications include Post Graduate Diploma in Interactive & Direct Marketing and BA(Hons) Business Studies. This colleague is very effective at assisting the client and project team in delivering solutions that meet or exceed user expectations and are aligned with business processes and strategies.
Reporting Analyst
Chris has extensive experience in developing reporting strategies to support Strategic, Operational and Ad-Hoc reporting. Skills in investigating and defining the data required for the delivery of clients reporting needs. Can review, analyse and provide accurate feedback from reports and statistics as required by clients. Very good communicator, proficient at sharing acquired knowledge with your team and your managers. Capable of analysing and suggesting improvements to policies and procedures where a situation has arisen pointing to defects or inefficiencies and assist with implementing approved changes. Competent with Crystal, Access & SQL.
Workforce Planner
Catherine is a highly skilled professional with an impressive career reflecting and significant achievements.
Extensive experience implementing effective scheduling practices, which allow for more flexible scheduling of staff to cover peak periods. Quantifiable success in achieving objectives, implementing new ideas, streamlining operations, orchestrating productivity and efficiency gains and producing high performing teams. Acknowledged change-agent acknowledged for balanced judgment, stability and the capacity to drive consensus among core business units with diverse agendas. An innovative and communicative leader who is resolutely determined to maximise quality, share knowledge, find solutions, and promote a harmonious team environment for clients. Very strong customer service focus, having managed centres which have consistently rated as the highest achieving nationally, excelling in all service standard measures.
Learning & Development Expert
Barbara has specialist expertise in developing learning programmes for the contact centre industry; assisting industry clients in mentoring and skilling staff; and the ability to work with people to achieve their highest potential.
Professional qualifications include Certificate IV in Customer Contact, Certificate IV in Training and Assessment.
Major achievements include partnering with leading telecommunications company to establish RTO and to implement call centre traineeships; key member of the national IBSA project team to validate new Customer Contact industry training package(2008); nationally recognised for producing and supplying AQTF documents for the Customer Contact industry; presented at major industry forums; respected industry partner in ongoing research and development of suitable teaching and learning methods for educators and students in the workplace environment.
Learning & Development Manager
Karen is a highly qualified learning and development manager with outstanding track record in change management and performance development. Qualifications include Master of Education in Adult Education. Very focussed on achieving excellence in customer service and product development.
Outstanding people skills, with the proven ability to establish rapport, work productively with all levels of management and staff, and display empathy in handling difficult staffing decisions. Excellent communication skills, both verbal and written, with experience in giving presentations and preparing management reports. Very strong in facilitating training programs and providing hands-on coaching - a demonstrated track record in results-oriented team leadership, coaching and training.
Highly developed skills in performance management, with experience in competency-based staff assessment and in implementing processes to manage poor performance. Proven ability to understand HR and organisational policy and processes and pay close attention to detail in ensuring they are adhered to by management and staff.
Knowledge Management Designers and Facilitators
Jacqui is currently completing a PHD in Critical Thinking and is a highly respected strategic thinker with extensive contact centre experience, particularly in successful management of a very successful private Registered Training Organisation, and the development and delivery of effective online knowledge management and workplace training.
Contact Centre Managers
We have agreements in place with a number of highly respected consultants around Australia, all of whom have extensive contact centre and customer management experience that can be engaged based on the nature and duration of assignments.
If you think you have the range of skills and experiences necessary to become a TeamRed Associate, and would like to be considered for future projects, please send a brief CV and covering note to info@teamredsolutions.com.au
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