Summary:

I have an extensive consulting background within the call centre/customer contact and CRM spheres, including several senior management positions and project leader roles. I have provided strategic advice and technical assistance to a range of major organisations within Asia-Pacific including Commonwealth Bank, Citibank, AMP, IBM, Unisys, EDS, Ford, Energy Australia, Westfield, Virgin Mobile, Optus and Vodafone. Activities ranged from designing user interfaces and applications for self-service, through to defining a company's customer contact strategy and the subsequent implementation of those plans. I am seeking project-oriented opportunities within customer-focused organisations where I can help bring about change through the effective implementation of best-in-class systems and processes.

Institution:	University of Canterbury
City/Country:	Christchurch, New Zealand
Qualification:	Master of Electronics Engineering
Completed:	1988

Virgin Mobile Australia

Start Date:	Jan 2002
End Date:	Currently Employed
Position/Title:	IT Manager - Customer Channel Services
Responsibilities/ Achievements:	Responsible for the development and management of customer-facing solutions to support Marketing, Sales and Customer Service initiatives. Managed the rollout of a major upgrade to Virgin's online store and self-service capabilities. Redesigned the user interface and application logic on the company's IVR system, resulting in caller utilisation growing from 40% to more than 90%. Deployed a new Campaign Management application. Completed a functional analysis of the business' CRM requirements as part of a strategic review of the system architecture.

Start Date:	Jan 2001
End Date:	Nov 2001
Position/Title:	Call Centre Consultant
Responsibilities/ Achievements:	Responsible for developing the business requirements, functional requirements and detailed technical specifications to support a state-of-the-art customer contact centre being built in Singapore as the hub for Virgin's Asian operations. Defined the high-level system architecture for a multi-node, multi-lingual, multi-media contact centre incorporating CRM, CTI, IVR, e-mail response and online interaction. Developed system requirements, then oversaw the vendor evaluation and selection process. Designed and documented a range of policies, end-to-end procedures and workflow to support inbound and outbound communication across multiple integrated channels. Designed the user interfaces for IVR, e-mail and web-based self-service interactions. Coordinated the system implementation and cutover process.

Start Date:	Mar 1994
End Date:	Jan 2001
Position/Title:	Managing Director
Responsibilities/ Achievements:	Responsible for overall corporate direction, client management and business development throughout Asia-Pacific for Vanguard's specialist call centre consulting services. Developed new strategies and processes for the implementation of customer contact solutions at a variety of client organisations. Projects involved documenting and evaluating current workflow and communications, recommending new processes or process improvements for inbound and outbound call handling, designing CTI and voice processing applications, and introducing a range of systems to support new methods of business. Facilitated the planning, design and implementation of a state-of-the-art 250-seat call centre for a major government agency. Included designing the infrastructure to support the new systems, coordinating a detailed roll-out plan, designing callflows and scripts, assisting in vendor evaluation, and recommending marketing and education strategies to foster agent and customer acceptance. Redesigned the telephone banking services for a number of leading Australian and New Zealand financial organisations. Coordinated and analysed the region's responses to a major international benchmarking study on customer contact management, operations and technology. Designed callflows and scripts for a variety of IVR and web self-service applications to promote increased utilisation and caller throughput.

Start Date:	Oct 1991
End Date:	Mar 1994
Position/Title:	Corporate Product Manager - Voice Messaging
Responsibilities/ Achievements:	Responsible for managing the development, implementation, launch and marketing of Telecom New Zealand's residential call answering and business voice messaging services. Coordinated the successful implementation and national launch of two major new network services (Telecom Call Minder and Message Manager. Oversaw the introduction of a range of new voice messaging applications and callflows on the public network.

Start Date:	Jan 1990
End Date:	Oct 1991
Position/Title:	Operations Manager
Responsibilities/ Achievements:	Responsible for managing the installation and support of VMX and Octel voice mail/call processing systems. Managed the ongoing support and maintenance for all existing customer installations. Coordinated the installation, training and cutover for four new voice processing implementations.

Start Date:	Mar 1988
End Date:	Jan 1990
Position/Title:	Telecommunications Consultant
Responsibilities/ Achievements:	Responsible for planning, configuring and commissioning private and public communications networks and systems, as well as providing pre- and post-sales technical support to the National Account Management team. Completed a series of consultancy projects for major customers' PBX, voice processing and data processing requirements. Drove the business case for the introduction of voice messaging services into the company. Completed field training in digital switching systems, radio, voice and data networks, operations and maintenance.