Executive Customer Service and Support Leader with extensive expertise consistently elevating the customer experience, and business operations, optimising high-value processes, fostering robust customer retention and customer satisfaction, working in leading multinational environments spanning diverse countries and cultures successfully led and supported teams of up to 150 people, navigating intricate products, processes, and services, across multiple industries. Working with ACER, Lexmark, Datacom and The Property Investor's Alliance.ACHIEVEMENTSGrowth: At Acer in the Oceanic Services Director role built a function where customer retention rates were outstanding delivering commercial growth of $450M in revenue whilst growing market share from 20-50% across all segments. Leadership: At Acer reporting to the Oceanic Managing Director leading Acer's Service and Support function for the Oceanic region supporting the product range, new services and managing in and out of warranty leading 75 Staff across Field Services, Contact Centre, Spare Parts Planning and Warehouse, Repair Centres, Technical Services, Technical Account Management and Customer Ombudsman.Strategic: Stabilised performance metrics across the Division, surpassing targets and enhancing both service and sales scorecard performance. Significantly elevated commercial SLA 'on-time repair performance' by 15 percentage points, consistently exceeding 90% on a monthly basis and exceeding 95% for critical Government contracts.Customer: Working with leading enterprises including JB Hi-Fi, Reece Group, GPC/Repco, Woolworths, Government Bodies including Vic Police, NSW Police and Department of Education in Victoria, NSW and QLD. Focused on delivering customer satisfaction resulted in continuous improvement, maintaining CSAT above 92%. New Business & Pre-Sales: Played a pivotal role in securing major contracts, including a landmark deal exceeding $100 million with the Victorian Education Department, actively contributed to the tendering process for new business, leveraging expertise in delivering compelling presentations and facilitating seamless enterprise customer onboarding. Commercial Triumph: The Service and Support Function added immense value to the Acer Oceanic region, which had consistent top-line growth, profit growth and market share growth. The Team I was leading improved customer success across the Retail & Consumer, Corporate Enterprise and Government & Education Sectors leading to an enviable position in a competitive marketplace working with leading Customers.