Adam Ferris Email & Phone Number

Adelaide, Australia

Adelaide, South Australia, Australia

In my role as Acting ICT Manager, I led the planning, management, and execution of the COVID-19 working-from-home project, directly instructed by the Executive Leadership Group. My primary focus was to ensure the seamless transition of non-front-facing staff to remote work. Leveraging over a decade of high-level incident management experience, I handled critical situations with precision. I established a task force of cross-functional team members and maintained close communication with the Chief Information Officer, providing regular updates on our progress, challenges, and achievements. Collaborating with managers across various sites, I prioritized and planned the initial phase of the remote work implementation, ensuring that vulnerable staff received the necessary support during the transition.I led a dedicated team to develop comprehensive communications and self-help guides, empowering staff to operate independently without heavily relying on the Service Desk. Through strategic partnerships with vendors, I implemented quick and effective solutions, such as a virtual contact center, enabling Service Desk staff to work remotely while maintaining exceptional customer support. Additionally, I introduced a software and license-based solution to enable remote work on desktop devices, addressing the shortage of portable devices. Managing a team of 11, I oversaw their performance, delegated tasks, and coordinated training activities to enhance productivity and efficiency. My role also involved providing consultancy services to clients, service providers, and Divisional management, offering expert insights on ICT support issues and their impact on operational systems and processes.

Adelaide, Australia

A customer orientated efficient Service Desk supporting SA Health Business Units. Service desk functions include service request management, incident management, user administration and escalation of service requests and incidents to level 2 operations.

Reporting to the Team Manager, Mortgage Relationship Unit, I worked as part of the Retention Team, focusing on retaining business within Westpac. Responsibilities include:▪ Maintain / improve relationships with existing Westpac clients to retain their business with Westpac, servicing 15-20 clients per day▪ Maintain knowledge of all Westpac home loans, purpose of loans, what loans best suit identified customer needs, knowledge of loans functions and conditions, fees and charges, Westpac lending criteria, types of loans, interest rates etc▪ Contribute to the Westpac portfolio growth through maintaining relationships and identifying opportunities to cross sell to clients▪ Keep up-to-date with marketing campaigns, changed policies and FSR requirements▪ Build great relationships with team members, coach team members and provide ideas and feedback to contribute to overall team successACHIEVEMENTS:▪ Consistently exceeded customer call quality benchmark of 75% each quarter▪ Consistently exceeded sales targets and total number of cross sales (15 cross sales points and$41 million in written business each quarter)▪ Promoted to Business Coach after a short 12 months with Westpac▪ Selected to attend the Best of the Best lunch in my first quarter based on achieving my scorecard and achieving the highest CCQ result for the quarter▪ Awarded ‘Best of the Best’ a second time based on achieving all measures in the top 4 performers▪ In a recent campaign, achieved 6 of the highest awards – the highest personal achievement in my team of 60

My position of Business Coach was a temporary secondment position, working in the Bedford Park location, with approximately 500 employees, and 60 in my section. Responsibilities include:▪ Provide assistance and enhance Banking Representatives’ (BRs) development in the necessary skills, knowledge and behaviours to exceed the expectations of the customer▪ Deliver necessary development to BRs in forms ranging from coaching in the sales/customer service process, banking products, pricing and payout figures, procedures and or systems▪ Subject matter expert in products, process and all systems within Retention▪ Proactive 1:1 coaching with BRs to close development gaps and enable full sales potential▪ Responsible for all compliance training, including process, product or system changes ▪ Manage and Maintain individual coaching logs for BRs ▪ Responsible for CCQ listening and feedback ▪ Responsible for completion of QA and feedback ACHIEVEMENTS:▪ Successfully Assisted team members within my coaching cluster to achieve higher Call Quality results▪ Selected to train new intake of staff in best practice techniques

Lifeplan Funds Management is an Australian investment banking organisation with approximately 150 employees, and 12 staff in the Friendly Society branch in Adelaide where I was employed. Reporting directly to the Sales Manager, I managed a portfolio of 250 clients, selling investment products and accounts.Responsibilities included:▪ Sell investment products (inc managed funds and bonds) to potential and existing clients▪ Maintain and increase client data base▪ Compile reports for the Retail Sales Manager▪ Answer enquiries regarding Lifeplan products and advertising▪ Attend weekly sales meetings▪ Resolve queries relating to investments and accountsACHIEVEMENTS:▪ Regularly achieved set targets▪ Responsible for training new staff members after only 6 months with the company▪ Developed a steady stream of repeat business and customer referrals

In this role I was first point of contact for any system related issues for internal clients at Australian Central Credit Union. The day to day role was to help support the credit union staff with technical enquiries over the phone with minimal impact on the credit union customers. This was achieved through sound listening skills, a keen eye for detail and an ability for provide a solution in an efficient manner.

Australian Central Credit Union are an Australian financial institution with approximately 400 employees nationwide, and 15 in the Marion branch in which I was employed. Reporting directly to the Branch Manager, I managed up to 6 direct reports. This role, with its responsibility, together with my achievements, helped me build a firm foundation in the banking industry.Responsibilities include:▪ Manage cash availability and excess within the branch▪ Lead the team in training exercise for new products (e.g. insurance, accounts and loans)▪ Sell and open investment accounts ▪ Sell and process insurance policies▪ Cross-sell clients to Loan and Financial Planning services▪ Open and closing branch procedures▪ Relieve lending officer – personal loans and home loans▪ Manage new memberships▪ Australian Central On-line ChampionACHIEVEMENTS:▪ Recognised and awarded two years consecutively for excellence in customer service▪ Consistently achieved sales targets▪ Selected to oversee the merger with Northern Territory Credit Union from a Technical / Teller vantage point▪ Champion for a range of products, including insurance and term deposits

Eurotech Cartoys is a South Australian based company employing 10 staff members. The company is a major high performance car part outlet, selling a range of items from high end car audio products and alarms to alloy wheels and exhaust systems.Responsibilities Included:▪ Sell various products ranging from car audio to suspension▪ Provide high-level customer service▪ Answer phone enquiries and provide quotes▪ In-store merchandising and product displays▪ Handle large amounts of cash and EFTPOS transactions▪ Invoice, credits and order stock