Experience

Defence Housing Australia

• Australia
• Government Administration
• 300 - 400 Employee

• Visual Analytics Developer

  • Nov 2021 - Present

• Project Officer

  • Apr 2021 - Nov 2021

• Operations Manager

  • Nov 2014 - Mar 2021



SYKES

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Manager, Account Operations

  • Nov 2008 - Nov 2014

  Account Manager role within Sykes Australia has been a role with multiple areas of responsibility. This includes operational, account management and senior management requirements. The role requires dealing with multiple clients who outsource call centre business (inbound and outbound) to Sykes Australia (up to 5 at a time), as well as managing the operational implementation and day to day requirements of the team. This role also contains budget and financial responsibility for accounts being managed. This role includes being a key stakeholder in creation of client sales presentations, creation of pricing, monthly and quarterly business review presentation creation. Multiple departments and team leaders report into Stephen in this role, including departments and team leaders geographically remote in 4 locations (3 in Australia, 1 in Philippines).



Arvato Supply Chain Solutions

• Germany
• Transportation, Logistics and Storage
• 700 & Above Employee

• Account Manager

  • Jun 2008 - Oct 2008

  Sole Account Manager of arvato services, Australia Pacific, dealing with American Express campaign. This role was dedicated to handling the outsourced American Express card services business for inbound calls. Additionally, managed the Training and Quality Assurance departments for three months. Sole Account Manager of arvato services, Australia Pacific, dealing with American Express campaign. This role was dedicated to handling the outsourced American Express card services business for inbound calls. Additionally, managed the Training and Quality Assurance departments for three months.



TTEC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Client Solutions Executive

  • Dec 2005 - May 2008

  Account management handling the TeleTech and Telstra BigPond relationship, and the Telstra BigPond outsourced requirements. Specialising in customer service inbound calls for products such as Website Hosting, BigPond Music, BigPond TV, BigPond Residential and similar products. - Project Management of multiple projects, and differing complexity. - Day to day responsibility for delivery of client KPI’s, including customer satisfaction and average handle time, through resourcing, planning, rostering and skill levels.- Day to day responsibility of ensuring headcount is appropriate for forecasted call volumes, and providing feedback on client forecasted volumes in line with TeleTech forecasted volumes.- Responsible for Change Management process with regards to internal and external client changes. - Responsible for monthly client invoicing of sums in excess of AU$4 million.- Escalation point for all program enquires and complaint management - using appropriate documentation of escalations and complaints.

• Team Leader

  • Jun 2000 - Dec 2005

  Team Management role of high profile, specialist customer service team in the Telstra BigPond campaign. Directed 25 employees, supporting multiple Internet based products, such as Telstra Website Hosting, Telstra Dedicated Hosting, BigPond Music, Telstra Media Streaming and BigPond Dial-Up Business Internet.

• Operational Training Representative

  • Feb 2000 - Jun 2000