Dale Pearce
Chief Operating Officer at Platinum Outsourcing- Claim this Profile
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Topline Score
Bio
Alister Sheppard
I had the pleasure of working with Dale at BSH Home Appliances, and have kept in touch with him regularly as a thought partner for Leadership and Operations Management. Dale is an intelligent problem solver, who gets his hands dirty to understand complex situations, building a holistic perspective to inform creative and effective solutions. In his Leadership role at BSH home appliances he ran a tight ship, creating a high performing environment for is team to reach stretched targets. Seeing Dale building his own company, and seeing it grow over the past few years is a testament to him and I'm looking forward to see future development and growth.
Antonia Buckman
I supported Dale in an HR capacity while he was a supervisor at Wyndham VRAP. Dale was innovative, formed strong relationships with this team, wasn't afraid of having the difficult conversations and comfortably sat in the leadership role, often taking on additional activities. It was a pleasure working with a leader who took coaching and growing their team so seriously and had a keen interest in their own self development.
Alister Sheppard
I had the pleasure of working with Dale at BSH Home Appliances, and have kept in touch with him regularly as a thought partner for Leadership and Operations Management. Dale is an intelligent problem solver, who gets his hands dirty to understand complex situations, building a holistic perspective to inform creative and effective solutions. In his Leadership role at BSH home appliances he ran a tight ship, creating a high performing environment for is team to reach stretched targets. Seeing Dale building his own company, and seeing it grow over the past few years is a testament to him and I'm looking forward to see future development and growth.
Antonia Buckman
I supported Dale in an HR capacity while he was a supervisor at Wyndham VRAP. Dale was innovative, formed strong relationships with this team, wasn't afraid of having the difficult conversations and comfortably sat in the leadership role, often taking on additional activities. It was a pleasure working with a leader who took coaching and growing their team so seriously and had a keen interest in their own self development.
Alister Sheppard
I had the pleasure of working with Dale at BSH Home Appliances, and have kept in touch with him regularly as a thought partner for Leadership and Operations Management. Dale is an intelligent problem solver, who gets his hands dirty to understand complex situations, building a holistic perspective to inform creative and effective solutions. In his Leadership role at BSH home appliances he ran a tight ship, creating a high performing environment for is team to reach stretched targets. Seeing Dale building his own company, and seeing it grow over the past few years is a testament to him and I'm looking forward to see future development and growth.
Antonia Buckman
I supported Dale in an HR capacity while he was a supervisor at Wyndham VRAP. Dale was innovative, formed strong relationships with this team, wasn't afraid of having the difficult conversations and comfortably sat in the leadership role, often taking on additional activities. It was a pleasure working with a leader who took coaching and growing their team so seriously and had a keen interest in their own self development.
Alister Sheppard
I had the pleasure of working with Dale at BSH Home Appliances, and have kept in touch with him regularly as a thought partner for Leadership and Operations Management. Dale is an intelligent problem solver, who gets his hands dirty to understand complex situations, building a holistic perspective to inform creative and effective solutions. In his Leadership role at BSH home appliances he ran a tight ship, creating a high performing environment for is team to reach stretched targets. Seeing Dale building his own company, and seeing it grow over the past few years is a testament to him and I'm looking forward to see future development and growth.
Antonia Buckman
I supported Dale in an HR capacity while he was a supervisor at Wyndham VRAP. Dale was innovative, formed strong relationships with this team, wasn't afraid of having the difficult conversations and comfortably sat in the leadership role, often taking on additional activities. It was a pleasure working with a leader who took coaching and growing their team so seriously and had a keen interest in their own self development.
Credentials
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Email Marketing
HubSpot AcademyAug, 2021- Nov, 2024 -
Inbound
HubSpot AcademyAug, 2021- Nov, 2024
Experience
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Platinum Outsourcing
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Australia
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Outsourcing and Offshoring Consulting
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1 - 100 Employee
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Chief Operating Officer
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Aug 2019 - Present
Outsourcing to the Philippines made easy. Helping Australian businesses to think outside the box by providing them with easy access to outsourced teams. As COO, I own all aspects of our operations onshore and in SE Asia. Australian Financial Review Fast Starter 2022. Outsourcing to the Philippines made easy. Helping Australian businesses to think outside the box by providing them with easy access to outsourced teams. As COO, I own all aspects of our operations onshore and in SE Asia. Australian Financial Review Fast Starter 2022.
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Glen Dimplex
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Ireland
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Appliances, Electrical, and Electronics Manufacturing
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300 - 400 Employee
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General Manager | Aftersales Support
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Mar 2018 - Jun 2019
Reporting to the CEO, I led the aftersales support business unit of the Glen Dimplex Australia business for main domestic appliance brands. Continuation of role from McPhersons post acquisition. Customer care and spare parts contact centre, spare parts planning, purchasing and distribution, field service & technical team, and back office functions. My teams were responsible for 220,000 customer interactions annually, across 8 brands, in a multi channel environment. 45 reports, including outsourced headcount. Achievements and Projects: - Led and oversaw integration of GDA brands into existing HAPL aftersales infrastructure post acquisition - Took Euromaid and Baumatic brands from last place in Harvey Norman Commercial customer service supplier ranking, to consistently placing in top 3 suppliers, out ranking brands that are positioned in higher segment of the market on price - Project Manager, Project Union; consolidation of two GDA facilities, including distribution centre, contact centre and back office. Significant change elements, including divisional restructure. The project delivered significant and ongoing positive cash flow ($mills)
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McPherson's Consumer Products Pty Ltd
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Australia
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Personal Care Product Manufacturing
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200 - 300 Employee
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General Manager | Aftersales Support
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Aug 2015 - Feb 2018
Role was within Home Appliances, a wholly owned subsidiary of ASX listed, McPhersons. *Home Appliances was divested by parent company, ASX listed McPhersons on 1 March 2018. Glen Dimplex Australia took ownership on this date. I was part of the team that led the divestment and subsequent integration project. Executive leadership role, reporting to the CEO. Full strategic and P&L responsibility. The aftersales support business unit encompasses contact centres, spare parts purchasing, planning, distribution centre and retail business, field service and support, accounts receivable and payable and T2 refurbishment. Home Appliances Aftersales Support was a business within a business (separate P&L) and operated as a satellite facility (in Melbourne), separate from Home Appliances Group headquarters in Sydney. Approx. 40 reports + an outsourcing operation in Asia, managing approx. 200k interactions annually. Achievements: - 9% reduction in warranty cost FY16 vs FY18 - 50% increase in contribution margin FY16 vs. FY17 through introduction of loyalty warranty program, technician incentive and spare part supply chain efficiencies - Outsource of non-value add activities to overseas partner, reinvested savings back into customer facing headcount - Various lean and IT infrastructure projects across contact centre, supply chain and field service - Facilitated a restructure of the leadership team, ensuring continuity of leadership and structure to support scale - Development and implementation of division wide reward, recognition and performance management framework
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BSH Home Appliances Group
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Germany
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Manufacturing
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700 & Above Employee
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Manager | Field Service Support
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Jan 2015 - Aug 2015
Reporting to the Director of Service, within BSH a wholly owned subsidiary of Robert Bosch.Responsible for the Field Service Support function of Customer Service (Technical Support and Spare Parts teams, Major Technical Specialist, AR&AP). My teams supported 350+ internal and external technicians across 4 brands (Bosch, Siemens, Neff & Gaggenau). I was also responsible for the ongoing management of a significant global product recall within AU.
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Supervisor | Technical Service
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Apr 2014 - Jan 2015
Reporting to the Field Service Manager, within BSH a wholly owned subsidiary of Robert Bosch.Led the Australian BSH Technical Service support team, whom provided support to a national service agent network comprising of some 350+ authorised workshops and field engineers, responsible for the servicing of Bosch, Siemens, Neff and Gaggenau products. I was also responsible for the ongoing management of a significant global product recall within AU.
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Loewe Technology
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Germany
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Computers and Electronics Manufacturing
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1 - 100 Employee
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Head of Customer Service | UK
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Nov 2012 - Dec 2013
Reporting to the Managing Director. Overall responsible for the Aftersales Support function. This included the support of the Loewe UK dealer network, consisting of 200 Loewe stores, independent retailers, concessions (Harrods & Selfridges), custom installers, and technical superstores such as Dixons & Curry's. Spent time in Kronach, Germany at our manufacturing and R&D facility. Reporting to the Managing Director. Overall responsible for the Aftersales Support function. This included the support of the Loewe UK dealer network, consisting of 200 Loewe stores, independent retailers, concessions (Harrods & Selfridges), custom installers, and technical superstores such as Dixons & Curry's. Spent time in Kronach, Germany at our manufacturing and R&D facility.
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Education
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2017 - 2019
Swinburne University of Technology
Master of Business Administration (M.B.A.), Business Administration and Management, General
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