Jacob Philp

Secondment to NOW Digital, an industry-first business unit delivering in-home services 'beyond the router' to the public (not just NOW subscribers), with a heavy Product Development focus.

• Transformation of the business from an ISP, to a DSP.
• Lead and Management of Techspert Team
• Defined services and products to support proposition
• Research & Evaluation of 'best of breed' products
• Defined Service Delivery process & Capability Training
• Management of Vendor relationships, procurement, stock, & budgets
• Launched Pilot within the Hawkes Bay, undertaking Regional Expansion thereafter
• Enablement Support to key areas of the business to support service proposition, opportunity identification and lead generation.

Collaborative project role bridging Operations, Marketing, Information Systems, Service Delivery, and Customer Service.

• Channel Partnership Programme (Commercials, Boarding, & Training)
• Process Mapping & Documentation
• Stakeholder Communications
• Development and Productisation of NOWCloud Product suite
• Digital Tech Project 
• Business Website Overhaul
• Product Development & Show-casing
• Digital Journey Transformation
• Supporting Regional Expansion
• RFP/Tenders & Pricing

Responsible for identifying the right solution for prospective business customers, management of their on-boarding and provisioning on a per-case basis, and delivering each solution.  Built strong and productive relationships with the greater Sales Team and key Channel Partners.  A third-tier point of escalation for complex technical issues.

• Project and Process Mapping implementations;
  
  • CloudPhone
    • Onboarding Process
    • Provisioning Process
  • Mitel NOWCloud (current)
    • Productisation
    • Pricing
    • Pre-Sales & Solution Design Process
    • Onboarding Process
    • Provisioning Process
    • Support Process
    • Technical Documentation
    • Post-Connection Technical Training
  • Contact to Contract Process
    • Increased Sales and Service Delivery efficiency
    • Increased overall customer experience and satisfaction
    • Improved quality of data and interactions between Sales & Service Delivery teams
  • Contract to Cash Process
    • Identified and eliminated problem areas resulting in immediate gains for the Sales Team to reduce administration.
• Training and ongoing knowledge fulfillment of Sales and Technical Teams
• Created material to train Sales and Technical teams in achieving company objectives.
• Involved in developing wider company PP&C initiatives;
  • Non-financial reward recognition programme
  • Performance Plan Framework
• Frequent travel to areas of regional presence to assist Sales Teams, evaluate new and maintain existing Channel Partner relationships. 

Managed the day-to-day operations of a small Hawkes Bay ICTT Consultancy firm consisting of B2B Sales & Service, Site fit-outs, Web and Graphics Design, POS, Hardware and Software, filling many roles to enable continued growth and add to the bottom line. Developed and implemented comprehensive sales and marketing strategies while providing managing business, financial and human resources responsibilities.

• Marketing 
  • Identified competitor landscape
  • Leveraged Social Media Channels
  • Google Adwords and social media initiatives
  • Content, Collateral Design and Print
  • Mail drop and billboard campaigns
• Stakeholders
  • Development of new and ongoing relationships with key clients, sub contractors, vendors, and outsourced workforce.

Sold each division of the business with exception of the Web Design sector, to cater to life priorities with the arrival of my daughter.

A hospitality franchise consisting of 21 business entities nationwide, reporting directly to the Franchise Owner and Group General Manager.

• Key decision maker for ICT and POS requirements.
• Provided 24/7 Support of each business entity.
• Administration of customer loyalty system consisting of 65,000 members.
• Technical Administration
  
  • Hosted Exchange & Sharepoint
  • Juniper Firewall and DNS 
  • PIP/WAN infrastructure & VPN
  • Service 2003 & Active Directory
  • POS Programming and POS Display
• Project Management
  • AV/Firewall Rollout across 100+ devices
  • Touch Point of Sale + IP EFTPOS rollout incl programming, onsite installation and staff training across all nationwide sites.
  • Initiated and completed a Network Reconfiguration Project resulting in savings of $60,000 p/a across all entities.
  • Implementation of Sharepoint and an IT Ticketing System with SMS notification.
  • Implemented a company CMS intranet initially for Marketing communications and leveled security to enable general staff and Franchisee access levels. Later adopted widely for other business purposes.
  • Company wide email migration.
  • Developed and Implemented real-time graphing of sales numbers from POS raw data, enabling previously absent Business Intelligence and encouraging inter-organisation competition.
• Marketing
  • Developed and Implemented monthly marketing initiatives in adherence to budget, including design with the assistance of an internal illustrator.
    • This included design to print specifications, promotions, web presence, social networking, sales analysis, distribution, sponsorship, event planning, concept & implementation, event planning, television drafting.

Time for something completely different. A 2 year working OE operating Komatsu 830E and Wiseda Coal Trucks with strict adherence to safety policy and lock procedures.

Contracted to Step by Step Training Specialists Ltd as a One-To-One Tutor/Trainer. One of the largest training providers in New Zealand devoted to providing NZQA accredited courses, with over 150 qualified trainers across 50 cities nationwide

• Provided specialised one-to-one training to both individuals and organisations, promoting self-sufficiency of clients in using modern computer software.
• Extensive liaison with ACC and Work & Income clients to ensure the maximum benefits of scheduled lessons are achieved. Included reporting.
• Monitoring clients’ performance throughout the course(s), ensuring understanding and accuracy, marking NZQA assessments, and appraisals.
• Developing techniques to relate the information and material to situations the client would experience in the work-force, according to their desired goals and achievements.
• Reporting non-attendance and learning difficulties to head office, resulting in requests for additional hours, or where necessary, suspension of benefit/compensation payments.

In conjunction to Step-By Step clientele, operation as a sole trader providing PC repairs, I.T. Consultancy services, and customised solutions.  Including but not limited to:

• Residential Sales & Service
• System Recovery
• Privacy, Security, Parental Controls
• Hardware Configuration and Installation
• Diagnostics & Repair

This ultimately in turn led to the birth of the incorporated company - Web Byte Technology.

• Queue Support required the management of 250+ call centre staff ensuring adherence to KPI's.
• Queue Analyst was a self-managed role consisting of forecast generation for the Palmerston North and Christchurch call centres by means of collating and manipulating historical data to create an accurate ‘required-line’ by which to effectively roster staff to best suit the business in achieving Telecom’s KPI's down to 5 minute intervals.
• 2IC to the Queue Manager providing leave-relief where necessary.
• Follow-Up on 111 Emergency events and Call Delivery Reports for Head Office.  Escalating and resolving over-looked occurrences by the Queue Support team to the Queue Manager.

Systems Analysis & Design
User Interface Design
Business Systems

Certificate in Computing Level 3