CAREER SUMMARY
With a solid foundation in customer service coupled with strong business analysis skills and commercial acumen, I have proven ability to effectively convey complex concepts to senior stakeholders, strengthening relationships as a trusted advisor. I am experienced in coaching and people management and now look to build upon this by enhancing my management skills through a career which assumes additional organisational outcome and people management responsibilities.
CAREER OVERVIEW
by the numbers
SENIOR COMMERCIAL MANAGER
Tech, Custody & Fund Admin Strategic Sourcing
Reporting to the Head of Outsourcing, the role is accountable for interfacing with major global vendors and senior internal stakeholders to deliver commercial outcomes across Technology & Operations (applications support, development, testing services and public cloud infrastructure) as well as Custody & Funds Administration (wholesale/ institutional investment management):
Sourcing Strategy Development & Execution
Developed and executed an enterprise sourcing strategy that involved major vendor consolidation delivering significant transformational and financial benefits. I am also responsible for managing the ongoing governance and new services engagements of 2 major global IT services partners and 1 major cloud infrastructure service provider (portfolio exceeds $50M p.a. spend).
Driving Innovation and Transformation Agenda
Led the evaluation, development and establishment of commercial arrangements for cutting-edge services in Artificial Intelligence (A.I.), Robotics Process Automation (RPA), Cloud 2.0/ DevOps, contracting for agile programs of work.
Responsible for leading the sourcing stream of major IT transformation programs e.g. Master Data Management (MDM), Big Data Analytics and Customer Interactions Management.
Master Services Agreement (MSA) Negotations
Negotiated major Master Services Agreements with global IT service providers – in particular- a thorough uplift in Governance, Service Levels and ITIL-aligned Services Description Schedules
Successfully transitioned existing agreements to the Services Catalogue model while managing the offshoring of non-critical sourcing processes.
Business Services
Reporting to the Head of Business Services, the role involves providing analytical support to the team which includes regular spend reports, rates benchmarks and category review packs:
Category Management
Negotiated and established Services Agreements and Statements of Works with both new and existing vendors in the professional services (non-IT) including legal, management consulting, recruitment, marketing and learning and development.
Commercial Risk Management
Worked closely with AMP Legal and diverse business owners to mitigate key commercial risks ensuring maximum value from vendors.
Key highlights include:
- Implementation of ITIL Services Catalogue to contract application services
- Standardised monthly service level report and score card across all applications services
- Development and execution of enterprise applications sourcing strategy
- Lead commercial negotiations for key transformation initiatives (Big Data Analytics, Master Data Management, Customer Interactions Management and Robotics Process Automation)
Associate Business Analyst
Strategic Innovations
Reporting to the Director of Operations and as part of the small ‘Strategic Innovations’ team, Visa’s digital micro-payment solution was piloted:
B2B Relationship Management
Acted as the first point of contact for key merchants participating in the pilot.
Customer Sentiment and Satisfaction
Analysed consumer responses ‘VOCs’ with insights to drive product enhancements.
System Administration
Administered the payment system which included investigation of unusual spend patterns (lowering fraud risks).
Key highlights include:
- Successful onboarding of major new merchant
- Drove process and UX/UI improvements to the user acquisition process that led to a reduction of sign-up time by 50%
Intern
World Wide Securities Services
A short internship placement into the Technology Group of J.P. Morgan’s World Wide Securities Services division, reporting to the Vice President of Applications Support:
Dashboard & Analytics Automation
Designed and implemented monitoring tools and services for the Production Support Team.
Development of Proof of Concept (PoC)
Requirements gathering and analysis for development of a POC performance dashboard on Java.
Key highlights include:
- The PoC was presented to the Director of Technology
Help Desk Team Lead
VAIO National Contact Centre
Role mainly involves case management, acting as the first point of escalation. The small, tightly-knit team was founded under a notion of collaborative problem-solving, with the overall objective of the delivering “premium” help-desk service for Sony IT products. Reporting to the Contact Centre Manager, responsibilities included the coaching and development of a team of 4 L1 support staff on complex enquires:
Case Management
Managed escalated technical enquires nationally via internal CRM as well as an external escalation system (liaising with Technical Services Division and Asia-Pacific Support Groups).
Conflict & Dispute Resolution
- Leading to ‘Best Achievable Outcomes’ – the balance between customer focused solutions and company objectives.
- Settled disputes such as those involving the Department of Fair Trading.
Process Design & Optimisation
- Defined workflows and documented relevant support tools to streamline processes.
- Planned, developed and implemented new internal knowledge-base prototype using open-source software (PHP, MySQL and Apache)
Service & Team Management
- Analyzing and reporting common escalations for training and coaching purposes.
- Coaching level-1 support staff on complex enquires.
- Preparing and disseminating updates from Asia-Pacific support to staff.
- Configuring and maintaining demo notebooks- managing LAN
- Assisted in development of new IT contact centre based overseas
National Promotions & Marketing
This was a secondment role which was necessitated due to the popularity of the promotions which soon became a core component of all correspondence directed to the National Customer Contact Centre (CCC). Hand-picked by senior management to serve as the first and sole escalation point for the CCC, reporting directly to the CCC Project Manager as well as the National Customer Care Manager.
Administration & Co-ordination
- Liaising with internal parties- third-party mailing house, and marketing company as well as Marketing & Comms Group to achieve the above.
- Updating procedures and promotions news articles on Knowledge Base.
- Presentation regular reports to management highlighting possible problems, proposing solutions.
- Summary of Promotions involved in (worth in approx. figures only):
- 2007 Christmas Handycam/ Cybershot Cash Back ($125K)
- 2007 Christmas Bonus Playstation 3 Promotion ($21M)
- 2008 Digital SLR Alpha Cash Back
- 2008 Bravia Double Cash Back ($65K – to date)
- 2008 Playstation 3 Count Down ($25M)
Internal Communications & Training
- Preparing and initiating training sessions to ensure compliance and customer satisfaction.
- Updating procedures and promotions news articles on Knowledge Base.
Various Roles
Various entry-level positions across telemarketing, customer service and market research.
Telesales Consultant
Making out-bound calls, selling insurance on behalf of GE Money. Role mainly involves customer service (contacting existing customers)- informing them of new available product. Chief objective was to maintain positive image of GE Money.
Customer Service Representative
Casual role which involves selling tickets in events around Sydney, providing customer service which involves cash-handling, reconciliation and to an extent, customer dispute resolution. Duties may also involve answering customer enquiries and aiding in their prepaid ticket collections.
Market Research Interviewer
Conducting an “International Visitor’s Survey” on-behalf of Tourism Australia. Role involves communicating with tourists visiting Australia as they are about to depart from the Sydney International Airport. Role may involve utilizing second language skills and strong communication skills and it involves face-to-face interviewing on an electronic hand-held device.