Adam Menz Email & Phone Number

Sydney, Nsw, Au

Sydney, Nsw, Au

My role is to work with Executives and their teams across all Telstra BU's to understand, conceive solutions and ultimately resolve their customer experience and cost issues in an E2E, Systemic fashion. Drawing on process design and customer experience transformation skills, coupled with expertise in systems thinking for service organisations and structural dynamics methods. Ultimately allowing them to redesign their organisations to better enable customers to extract value and operate with reduced waste. Major End to End redesign programs I lead were:• IP delivery for large scale Enterprise and large business customers, improving on time delivery to 97%• A new operating model of the Call centres inbound service teams, built on customer demands.• Moving home with Telstra process. Redesigned from one of the worst performing NPS customer episodes in the consumer business, to a customer centred process, deployed at scale with a 40 point NPS Uplift

Sydney, Nsw, Au

Oversee the operation of Telstra's Internal, sales and service contact centres. 1200 seats across 7 sites.Provided support to the Group Manager and Regional Leadership team to deliver on business plan with particular focus on areas affecting Operational efficiency, Cost, Team Performance and capability.• Based on KPI’s, we were the leading call centre group within Telstra for 3 consecutive years• Telstra Digital – Operating hours change, and transition of work to Manila. Kept senior project team focussed on delivering a solution that would accommodate long term strategy, not just short term resource requirements• Lead Ratio review across all regions – driving to an STL ratio of 1:16 but managing business expectation we would not push beyond this, due to potential impacts to our people and our customers• Completed three extended periods, acting in the capacity of General Manager

Sydney Cbd, New South Wales, Au

• Lead the implementation of Net Promoter System, and subsequent Improvement program of work to enable the sale of the AAPT consumer Business to iiNET (improving from -35 to 0, part of contract of sale terms)• Built a suite of operational standards and processes that could be overlaid to each outsourced operation, aligning our vendor partners to our business strategy• Lead a 400 seat contact centre off shoring project. This involved two separate lines of business. Delivered was:• Operational representation in contract development, negotiation and execution.• Operational set up and training rollout (build into existing business processes and roles). • The ongoing management of the contract and financials• Managed for 6 months and then through 6 month disengagement, a local outsourced call centre (300 seats)• Ensured Customer satisfaction, NPS and Sales levels were improved in line with business plans• Managed vendor relationships, gain agreement and project management of performance corrective actions and drive process improvements• Drove change and culture of improvement to optimize operational performance• Developed process controls, procedures and templates

Sydney Cbd, New South Wales, Au

I managed a team of 12 Technical Experts (being level three tech support and backend staff). My team was responsible for liaising with external carriers and suppliers, technical support and coaching for level 2 technical staff, and process and policy development and operational improvement.

Making Change Happen & Changing Behaviour In Highstakes, Communicative & Team Effectiveness

Systems Thinking For Service Organisations, Consulting - The Vanguard Method

Global Vendor Management

Cert Iv, Cert Iv In Business

Bachelor, Information Technology

Hsc