Summary An outstanding track record of business transformation and customer engagement achieved through structure, standardization, and control while focusing on results EXPERIENCE SUMMARY * 2003 - 2015 Managing Director Publicis Loyalty/Publicis Solutions BPO, Melbourne, Australia the largest division of the Publicis Groupe in Australia * Increased profitability by over 300% through consistent year over year growth. - Developed a strategic direction, focusing on a consultative approach in engaging with our outsourcing partners and ensuring all success criteria were identified and met. - Focused on business transformation to maximize efficiencies and customer satisfaction - Collaboratively created end-to-end customer engagement offerings by integrating with other Publicis divisions including advertising, direct marketing, website development and mobile applications. - Worked with numerous vendors including Sales Force, Genesys, MicroStrategy and Torque to provide best in class customer solutions to clients - Provided multi-channel capability including voice, text, email. webchat, social media monitoring (Radian6) - Implemented speech analytics capabilities (KnowledgeSpace, NICE) - Partnered with NEC as one of the first global contact center companies to utilise Genesys on a SaaS basis. Also implemented ipScape as a cloud contact center solution. - Enabled offering to Queensland government to manage the Personal Plates business (PPQ), resulting in the largest and most profitable Publicis relationship in Australia. - Obtained top rating among all Qantas contact centres (by mystery shopping) for the Publicis managed Frequent Flyer Service Centre, Qantas' only outsourced contact centre - Managed processing centres in Melbourne, Sydney and Auckland and implemented Brisbane processing center on behalf of a sister company. - Cut Qantas' costs by 13% by re-engineering the Frequent Flyer Service Centre. - Introduced data analytics (Salesforce) in Qantas Corporate Sales to target customers with propensity to increase revenue and implemented "next best action" methodology. - Worked on data analytics capabilities with Citibank (Asia), Cebu Airlines, Marriott Hotels (China). - Developed and managed customer facing websites for Vic Roads and Australian Bureau of Meteorology Weather Calendars. Publicis Solutions Clients: - Qantas for whom we were the largest operations service provider managing the Frequent Flyer Service Centres in Melbourne and Auckland and Qantas Corporate Inside Sales in Sydney - Victorian Government - Australian Federal Government - Domestic & General Insurance - GNC - Hewlett Packard - Toyota - Australian Football League - Gelato Group (Norway). * 2002 - 2003 Associate (Contract Consultant) ATKearney. Melbourne, Australia Performed business development with the Financial Services Partner to resurrect the Financial Services Consulting practice and provided in-depth knowledge and assistance in consulting initiatives. EDS - Re-design of the mortgage origination processes by automating the comparable properties process reducing manual work and obtaining more precise property valuations, digitizing mortgage documentation, and utilizing workflow systems to increase process throughput. Commonwealth Bank - Back office process redesign in the credit card, merchant services and mortgage areas to leverage workflow automation systems and consolidation opportunities. * 2000 - 2001 General Manager Customer Direct, Ansett/Air New Zealand, Melbourne and Auckland * Responsible for the P&L including 2400 staff, revenues of $1.3 Billion and expenses of $150 million. - Offered direct sales and service to customers through contact centres, retail ticket offices and the Internet, accounting for nearly half the group's revenue. Included all products sold directly to customers, travel management services for corporate accounts, loyalty programs, group travel, packaged holidays and VIP services. - Lifted service levels to industry best practice through process re-engineering and implementing work force management practices. - Developed technology solutions to remedy problems and enhance the capability of the business including upgrading Call Centre technology to Nortel 25.1 PABX, implementing Multiple Queue Assignment (MQA) and increasing IVR Port capacity. Kicked off major technology initiatives including speech recognition, computer telephony interface, skill based routing, global call routing, and web/telephony integration.

Highlights:

• Management
• Project Management
• Customer Engagement
• IT Systems
• Business Transformation
• Acquisition Integration
• Business Strategy
• Application Architecture