Danielle Griffin Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Sydney, Australia

Commercial Strategy & Transactions

Sydney, Australia

• Participated in M&A opportunities, evaluating seller current state, developing potential integration strategies and synergy analysis, development of transition plans contributing to overall valuation. • Integration lead for the consolidation of Airportlink M7 operations into the Transurban business post acquisition, including restructuring of the call centre, back office, and credit functions.

Brisbane, Australia

• Post Transurban’s acquisition of Queensland Motorways, appointed to lead the Tolling & Customer Management business in Queensland and facilitate the integration of this business into the national operating model • Developed the business case for an extensive restructure of the TQ back office, involving off-shoring of all call centre and level one back office support roles. Led the successful implementation of the restructure, including full realisation of business case benefits whilst working with internal and external stakeholders to protect Transurban’s business reputation.

Sydney, Australia

• Responsible for the operation of all back office tolling processes in Transurban’s NSW business, including budgeting, forecasting and P&L accountability for both the Roam and Roam Express retail businesses• Management of key stakeholder relationships with Westlink M7, Hills M2, Lane Cove Tunnel, Eastern Distributor and Cross City Tunnel, including participation in State and National industry forums on behalf of Transurban NSW

Sydney, Australia

• Worked closely with analysts and other stakeholders including NSW Roads and Maritime Services (RMS), and Office of Better Regulation to drive improvements in NSW toll enforcement. • Implementation of a modified fee structure to drive improvements in customer behaviour, resulting in significant cost recovery uplift

• Responsible for the operation of all back office tolling procedures including tag dispatch, toll violation processing, customer service, and complaints management for the Roam Express tolling business (Tolling and customer service for Hills M2, Lane Cove Tunnel, Eastern Distributor)• Managed the cash tolling business on Hills M2 Motorway and provided ongoing review and refinement of structure and processes, leading into a successful conversion to cashless tolling• Managed restructure of the cash tolling business, including formal redundancy processes – 34 staff impacted

• Managed and co-ordinated the commencement of business operations on opening of the Cross City Motorway, including initial business planning, hiring and training of 32 customer service staff, as well as facilitating a tender process for a multi-million dollar contract to an outsourced call centre provider

• Systems integration team member of an acquired Perth-based company, including documentation of all systems procedures & operational processes, staff training for both the call centre and warehouse staff• Project management of the consolidation of 2 Tokyo-based call centres• Integration lead and trainer for upgraded JDA merchandising and order entry systems in Tokyo• Training, call centre re-structure and retail system process documentation for the Israeli operation based in Tel Aviv

Tokyo, Japan

• Hiring and training of 60 call centre operator and supervisory staff, as well as the design and implementation of all operational procedures, including the liaison between the call centre and warehouse, marketing and finance personnel• Day to day call centre management of a 50-seat inbound call centre providing sales and service for office products delivered Japan-wide• Outbound call programs focusing on customer retention and reactivation, reporting to National General Manager of results and providing recommendations• Implementation of the upgraded e-commerce site – project management involving co-ordination of US and Japan teamsThis role carried over to the international consultancy position within the company, however responsibilities were no longer Japan-specific – reporting to corporate office in USA

Graduate Certificate, Business/Commerce, General

Bbuscom, Management