A senior executive with over 20 years’ experience at Director and Vice President level in the IT and telecommunications industry encompassing service, sales and operations.
Responsible for the Asia Pacific region from start-up operations through to large multinationals with a long history of building and motivating teams to achieve aggressive goals and targets.A hands-on approach with a strategic flair best describes my approach to work.
Key achievements include:
·Built pan Asia Pacific Customer Service operations from scratch. Hired a team of 120 and took thebusiness from cost to profit within 2 years with revenues exceeding US$12m
·Negotiated outsourcing contracts with Fedex and Unisys to provide on-site and logistics support acrossthe region. Reduced costs by 30%
·Identified as Top Talent (top 3%) and promoted to Vice President
·Built a Professional Services organisation. Achieved aggressive targets of US42m and pipeline in excess of US$250m within two years
I am seeking a challenging leadership role within the IT and telecommunications industry. I would consider relocating within Asia Pacific for the right opportunity.
A start-up professional sales and marketing deploying strategic out-bound lead generation campaigns to the enterprise IT sector. I was engaged to facilitate the growth of the business to the next level.
·Restructured the company capital and positioned for investment
·Defined and initiated investment terms and conditions
·Raised $500k in capital investment
·Built a 3 and 5 year business and financial plan
·Secured major accounts and delivered 30% growth year on year
Hired by the newly appointed Managing Director I was contracted as an Executive Interim Manager to realign identified key performance indicators [KPIs] and to take operational responsibility for a number of key senior management roles including:
Director, Marketing Communications
Oversee all marketing communications activities leading up to the 2008 Beijing Olympics including:
·Strict control of Olympic budgets in excess of $10m
·Completion of TV commercials and scheduling on prime time TV
·Direct liaison with the AOC to ensure compliance
·Launch and measure Olympic promotions
Group Manager AVIT, Business Systems
Direct operations and implement strategy and processes to achieve revenue targets which had slipped considerably over the previous 12 months. Achievements include:
·Implement new channel strategy with incremental revenues of $2m
·Engaged content provider with new projects for 2000 screens
·Engaged national service company to provide on-site warranty and leverage as a sales differentiator
·Engaged sales solutions company, increasing qualified sales opportunities from 3% to 12%
·Hired replacement Business Group Manager
Director, Customer Services
Manage operations, develop strategic service plan and realign KPIs. Achievements include:
·Reduced 2nds stock on hand from $3.5 to $1.3m
·Reduced spare parts inventory from $5.2 to $4.6m
·Improved customer satisfaction metrics from 80% to 83.5%
·Hired a replacement Director
Professional Services was a new business unit formed within Nortel Networks to provide solutions based services to major accounts and drive additional revenue streams. Achievements include:
·Built a Sales & Marketing team pan Asia Pacific
·Built a pipeline of potential business in excess of US$250m
·Achieved revenues of US$42m within 2 years
Wellfleet Communications and Synoptics merged to become Bay Networks, a world leader in the manufacture of communications equipment. Customer service was identified as the key sales differentiator in a quickly commoditising market place. Achievements include:
·Integrated Technical Operations for the two companies
·Expanded operations through SE Asia, North Asia and PRC
·Grew the organisation to 120+ with in language support
·Outsourced logistics and on site support. Reduced cost by 30%
·Achieved yearly revenues of US$12m
·Took from cost to profitability in 2 years
·Identified as Top Talent (top 3%) and promoted to VP
As the first customer service employee in the region, I was responsible for developing the financial and operational plans and building the infrastructure to drive growth into Asia Pacific. Achievements include:
·Built Technical Response Centre in Sydney and satellite centres in Hong Kong and Tokyo
·Set up education centres providing in country product training
·Developed and rolled regional service programs
·Negotiated service contracts with all major channel partners
·Grew service revenues for zero to US$3m+
Responsible for the project management and technical consultancy for all major networking projects.
Managed a team of telecommunications specialists to provide operational support for British Steel’s European wide network.
Responsible for the planning and installation of a new campus wide digital network and subsequent support.
Completed apprenticeship. Duties involved faultfinding, installation and repair of electrical plant.