Cat Metcalfe Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

As a TZ (000) Operator with the NSW Police Force, I served as the first point of contact for people facing life-or-death emergencies. My responsibilities included swiftly assessing the nature of incoming calls, prioritizing requests based on urgency and severity, and coordinating efficient responses with all emergency services. The role demanded composure under pressure, effective communication skills, and the ability to make split-second decisions to ensure the safety and well-being of those in need.

Led a global team of over 70 people including architects, developers, support staff, system verification specialists, scrum masters, project managers, and IT support teams, achieving 99.76% service uptime and resolving 5,000 tickets.Reduced costs through faster delivery, strategic personnel reassignments, and technology implementations.Implemented agile development processes for all projects, resulting in 93% of JIRAs being completed on time.Bridged communication and collaboration between multiple teams (4 separate business units) and functions. Secured project approval and sponsorship by engaging with C-suite stakeholders.Established two critical third-party partnerships to accelerate delivery.Developed strategic plans, roadmaps, and mind maps to secure future and ongoing transformation engagements, including a digital transformation initiative to replace a key technology in 2024.Led projects in various areas, including:Software automation to eliminate manual work.Customer data discovery, identification, and comparison.Cost reduction through replacing third-party software with open-source alternatives.Consolidation of monitoring systems by replacing 21 diverse solutions.

Led and managed multiple teams to increase revenue and cut costs. The team expanded by 50% due to successful project delivery.Collaborated with key business stakeholders to identify and implement tools that automated 6,700 annual professional services projects, reducing costs.Generated over US$17 million annually in sales enablement and security & asset identification consultancy projects.Streamlined efficiency by strategizing, recommending, and implementing improvements that eliminated manual tasks for 1,500 employees.Led a team to win the Global Avaya Hackathon 2021 with an innovative idea for security alerts and identification.Completed the Zenger-Folkman Extraordinary Leader program and achieved a 90th percentile score in Leadership Effectiveness.

My teams empowered over 4,000 users: 2,000 internal employees and 2,000 external partners. Notably, all Critical Accounts Program escalations (1 case) remained expertly managed outside of Avaya's product responsibility.I led a high-performing team of senior associates in fostering awareness, adoption, and buy-in for key projects among stakeholders. This resulted in an impressive 80% profit margin on software delivered to high-value clients.I spearheaded transformative business initiatives, aligning unit operations with cloud migration strategies. This resulted in achieving consultancy-led sales and delivering $11 million in cost savings.My team's exceptional execution on a $7 million security project for a major UK bank earned us a prestigious Global Cultural Principles award.

Key leader in Digital Transformation division.Led Automation initiatives to drive global changeManaged a team of high-performing engineers, supporting Customers both internal and externalDeveloped strategies and business plans to innovate the businessMotivated cross functional teams to understand new, complex solutionsInfluenced Stakeholder Engagement to ensure executive support

Championed the development and implementation of a suite of SaaS tools that drove substantial revenue growth and cost reduction, resulting in a highly lucrative 80%+ profit margin.Integrated a team with resources from low-cost regions and established strategic third-party partnerships, expanding the resource pool.I led the creation of strategic roadmaps, facilitated knowledge-sharing workshops, and delivered exceptional customer service to over 2,000 customers across 75+ countries, ultimately receiving an award for outstanding customer centricity.

Championed a suite of tools empowering internal associates, external channel partners, and key customers.Forged strong relationships with customers and channels, fostering trust and collaboration.Developed and executed the business plan, managing the P&L with a focus on financial accountability. Expanded into new markets and channels, achieving 50% growth in the first year.Delivered new features tailored to the needs of key customers.Led a newly formed team in developing innovative offerings for market launch.Championed innovative business concepts, differentiating the team and identifying lucrative SaaS opportunities.Established and communicated the business unit's strategy to executives and stakeholders, ensuring alignment and buy-in.

United Kingdom

Championed the development of a compelling offer and product strategy, securing crucial approvals and launching in the market.Empowered sales and pre-sales teams by collaborating during customer meetings. Showcased industry expertise by presenting at events, participating on speaker panels, and spearheading a prestigious monthly VOIP Security panel in London, alongside prominent figures from The Metropolitan Police, the Financial Times, and GCHQ. Further cemented expertise by being featured in the Financial Times as a leading VOIP security expert. Conceptualized and led a European tour to foster discussions on VOIP security with industry experts and Avaya Subject Matter Experts.

Europe

Directed marketing efforts for a VC-backed startup in Europe, encompassing diverse responsibilities such as supporting sales & pre-sales, crafting compelling marketing collateral, and fostering strategic PR partnerships.Additionally, delivered engaging technical presentations at global events and spearheaded partner relationship building to drive business growth.

United Kingdom

Owned the P&L for the IVR and Messaging business in the UK & Ireland, driving sales growth and implementing strategic business development initiatives. Drove sales of IVR to over 10M GBP in the 1st year - a 25% increase YOYCollaborated closely with account teams during customer meetings, acting as a trusted escalation point to ensure prompt and thorough resolution of support issues.Established and nurtured strong relationships with multiple external partners, significantly contributing to the team's success. Leveraging the respect of colleagues, I emerged as a senior member of the UK team.

United Kingdom

Managed multifaceted support across Europe, catering to diverse customer needs with my multilingual proficiency.Delivered Tier III pre-sales technical support to EMEA sales engineers for IVR and Messaging solutions, exceeding expectations.Earned recognition for two consecutive years with the Centre of Excellence prize for exceptional support. Established strategic support partnerships by regularly engaging with the Product House, R&D, Tier IV Support, and Pre-Sales Support teams in the US.Leveraged my expertise to present at industry events as a Subject Matter Expert.

United Kingdom

Spearheaded multilingual customer support across diverse European markets, leveraging my fluency in multiple languages to engage with customers and address their needs.Delivered Level 2 technical support for our comprehensive voicemail product suite, resolving customer queries promptly.Further demonstrating my commitment to enhancing the customer experience, the organization chose me to lead a two-month secondment to the German organization in Munich, where I played a pivotal role in establishing and optimizing their customer support facility, ensuring a smooth and successful launch of their operations.