Christopher Downing Email & Phone Number

Exford, Vic, Au

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Australia

Tech development and leadership - ensuring technical solutions and scope are delivered effectively. championing new technology aligned to Corporate Strategy and Digital enablement, delivering value to business partners via leadership and management of delivery streams and resources, through Matrix and direct hierarchies.Provide thought leadership to the CIO and business through submission of White Papers and lead by example, continually look for business improvement opportunities and champion agreed tasks through effective matrix management - outlining strategic gaps and potential initiatives to fill these gaps. Project delivery, Vendor management and execution of Virtual Agent implementation and Live Chat technology for the Yellow business – enabling a true Omni Channel experience. Delivered Nuance Virtual Agent and Live Chat Pilot on time and on budget. Increased customer engagement (compared to previous live chat) of 544%. First Contact Resolution of 70.4%. Based on 4 months of data thus far, have delivered $51k in cost avoidance ($153k annualised), 1542 interactions channelled to Self Service (4626 annualised), $30k in revenue ($90k annualised) for a total benefit of $240k+ annually. Enabled key Voice of the customer insights, with valuable unstructured data to inform and improve our Service offering, identifying customer pain points and Omni Channel expectations. Launched “Better Together” initiative, bridging the gap between business unit and I.T to ensure cross departmental understanding of current business challenges in revenue, spawning cross business collaboration and multiple initiatives to plug efficiency gaps within the business. Delivery of multiple tools (Call Tracking data, Heading/Location tool) and concepts to various IT and business areas. (SMS, Call Tracking capability uplift). Provided multiple White Papers to the CIO and EGM, Yellow, focusing on Salesforce improvements and Consumer insights.

Melbourne, Australia

- Represent the business in the large transformation program to ensure stability and optimization of our current Salesforce / CRM implementation- Setting the short and long-term vision and direction of the business needs of the Salesforce platform, through deep engagement with Business and Technology, making timely decisions.- Prioritization of all applicable backlogs based on understanding of business value, time critical and risk- Review and sign off of EPICS to ensure solutions will achieve the resolution of a current business problem or initiative- Actively supporting relevant programmes of work and IT teams in the design and delivery of an initiative- Key decision maker on systematic changes and key contributor to Agile project meetings.- Provide first point of escalation and request for Salesforce technology and process change into the business

Leadership of the Business Management team, built from the ground up, focused on ongoing business support, providing a conduit to IT areas and improving the efficiency and effectiveness of business areas.Through a deep understanding of the business needs, senior stakeholder relationships and an ability to translate IT speak into Business speak, i have proven success and have delivered numerous business improvement projects and initiatives.Created, managed and led a diverse team of developers, content writers, editors, business analysts and performance managers to become a proactive business improvement team delivering innovative business solutions and projects that delivered financial savings and productivity gains across the organisation. Conceptualization, build and ongoing maintenance of Supporting Business tools, mySensis which is a combination of CMS. LMS, Knowledge, Quoting and Numerous other tools in support of our Sales and Service operators, of note, a built from scratch Process management and SOP tool conceptualized and built by my team.Agile delivery of Proof of Concepts, and Business delivery lead across the key Yellow for Tomorrow projects, working with multiple work streams and project managers to define scope, align the project the Yellow business case, the prioritization of backlogs and the removal of risk and impediments during the 6 month programme of work - working with the IT counterpart for this transformatio project.Known as the 'goto guy' with a solid reputation of 'getting things done'.

Melbourne, Australia

Support the business and project managers in various projects across digital and business functions.- Ensure accurate reporting and tracking of Projects within a PMO Portfolio.- Data and Business process analysis.- Coordination of Projects tasks and scheduling. - Stakeholder Communication- Maintain project assets and centralized view- Evaluate and monitor project progress- Ensure project anomalies are identified and reported to the Project Manager- General Support