Adam Cusack Email & Phone Number

Melbourne, VIC, AU

Dandenong, Victoria, AU

• Created in 1895 by painting and decorating professional trades employers to represent and support the profession and advocate on their behalf. Engaged to develop and lead the turnaround strategy for Australia’s oldest.
• Developed and implemented a turnaround strategy and budget focusing on member growth in limited resource environment and providing a pathway to resilience.
• Expanded target market by relaunched a key subsidiary trade association (The Finishing Trades Association of Australia) and launching a new brand (Master Renderers of Australia) significantly increasing opportunity for.
• Stabilised member numbers by implementing a new lead and sales program, increasing the value proposition for members by improving member communications, expanded the industry training offering and adding 2 new service.
• Substantially improved Board reporting providing visibility of financial position, risks and progress on priorities.
• Actively engaged with the State Government, the Opposition, industry stakeholders and Regulators on a range of topics including industrial relations, safety and licensing.

Career and Study Break. - Completed Corporate Governance and Business Strategy subjects for MBA.- Pro bono strategy consulting for not-for-profit organisation.- Renovated new home.

Melbourne, Victoria, AU

• Executive General Manager leading the member operations, industry engagement, scheme compliance and enforcement functions for the regulator and administrator of the Victorian construction industry portable long service.
• Developed strategy and business case to bridge 50% funding and regulatory compliance coverage gap in scheme by conducting end to end operational review, creating innovative market model and developing inter-agency data.
• Led growing team engaged in an end-to-end transformation and significant remediation program from the early stages of the pandemic through to the post pandemic period.
• Led the member operations and compliance functions (65% of organisation) through the collaborative redesign of the culture framework and the introduction of the new organisational values. Led the integration of new.
• Substantial improvement to Grade of Service (<60% to >80%), reduced average claims processing time frames from >14 days to <5 days, service backlogs remediated including over 3000 complex employer regulatory and.
• New functional capability created included project and continuous improvement delivery, workforce planning, quality assessment, on-boarding, member experience design, reporting and data analysis, debt collection, and.

Carlton, VIC, AU

• Executive General Manager responsible for Incolink’s member experience, member engagement, scheme operations and digital support functions. Incolink is a joint enterprise of industry employer associations and unions in.
• Delivered the operational and Digital response to the Covid-19 pandemic and the potential shut down of the Victorian construction industry implementing strategies and new digital products to protect the Fund and ensure.

Carlton, VIC, AU

• Executive program director contract engagement reporting to the CEO and responsible for leading the design and delivery of the digital transformation of core member administration functions and develop a new digital.
• Led the development of an industry first digital member card utilising cutting edge biometric and document verification technology for the Victorian commercial building industry with a 10% uptake in first 3 months.
• In-sourced and redesigned the collections program to focus on a member centric approach. Integrating early engagement, member education, CRM based case management and a prototype flexible risk-based approach to.
• Delivered the claims framework redesign underpinning an increase of online automation of claims processing from 15% to 85% within 12 months.

Carlton, VIC, AU

• Executive General Manager responsible for Incolink’s member experience, member engagement, scheme operations and digital support functions. Interim contract engagement.
• Led a review of digital and operational programs to identify operational, member experience and regulatory compliance opportunities. Board approved program that delivered a redesigned claims process, new member mobile.
• Introduced Human Centred Design to organisation and incorporated into member experience, process and product design programs. Led all stages of design activities including program owner, design authority, coach and.
• Delivered Member engagement and operations elements of corporate strategy through annual reviews and planning activities. Worked with CEO to develop a white label service offering model with was utilised for interstate.

Helping organisations to understand, define, refine and deliver on their customer experience goals from the inside out. Leveraging human centred design and design thinking approaches to develop and hone innovative solutions. Delivering change in a consultative and empathetic approach while keeping a clear eye on stakeholder results. Identifying and.

Sydney, NSW, AU

• Head of the consumer sales, customer service, case management and operational support call centre functions for Origin Energy's Solar and Home Products businesses reporting to the General Manager Solar and Emerging.
• Led the Solar and Home Products consumer sales transformation.
• Reduced Consumer Solar customer acquisition costs by 51% in 8 months.
• Reduced cost per converted lead by 67% Nov ’16 to Feb ’17.
• Led complex call centre sales function through delivery of new CRM (Salesforce) working closely with IT and business partners to deliver a significant step up in capability while minimising impact to day-to-day.
• Created new internal lead channel working collaboratively with partner sales business units that delivered an 80% decrease in lead cost.

Sydney, NSW, AU

Lead the customer service support function for Origin's Solar and Home Products. Delivering service, service product sales, complex issue and complaints resolution (case management) and operational support functions. Delivered the reintroduction of the customer service function in house from third part provider building the call centre from the ground up..

Sydney, NSW, AU

Voice channel operations design and process governance for Origin Energy retail consumer and SME sales and service. Call centre operations advice, design and improvement program delivery leadership. Created new customer interaction framework, exception management process and redesigned key customer journey processes in sales and issue resolution. Delivered.

Melbourne, Victoria, AU

Customer experience manager for the Australian retail consumer multi-channel contact centre. Responsible for measurement and reduction of complaints including incident management. Delivered enhanced exception management program across 1200 seat call centre group. e2e ownership of CSAT, customer effort and agent level customer experience feedback. Vendor.

Melbourne, Victoria, AU

Lead the Quality Management Framework for ANZ's Australian retail consumer and commercial service and sales call centres (1500 frontline voice agents). Lead a large interaction insights SME function (30+) delivering essential customer experience, agent capability and risk feedback on frontline performance. Delivered and managed quality and customer.

Melbourne, Victoria, AU

Melbourne, Victoria, AU

Brisbane, Brisbane, AU

Brisbane, Brisbane, AU

Master Of Entrepreneurship And Innovation, (Current Study)

Master Of Business Administration - Executive, (Current Study)

Graduate Certificate, Entrepreneurship And Innovation

Certificate Iv, Small Business Management