Dave Cooper Email & Phone Number

Australia

Australia

As the General Manager at S&S Industries, I played a pivotal role in steering the comprehensive management of the company. Through strategic leadership, I successfully achieved consistent year-on-year growth in revenue, demonstrating my ability to drive financial success. I spearheaded a revitalisation initiative, implementing a fresh branding strategy that breathed new life into the organisation and enhanced its market presence.My focus on operational excellence was evident in my efforts to improve efficiency through the implementation of streamlined processes and cutting-edge software solutions. This not only optimised internal workflows but also positioned the company for sustained success in a competitive industry landscape.

Perth, Australia

Led a team of 16 direct reports, working on implementing innovative strategies to improve the customer experience while reducing operational costs in the core service delivery business. Key Achievements:  Successfully formed a strategy to deliver upon the corporate objective Successful project delivery via agile methodologies towards the corporate strategy  Provided strong leadership and coaching to 16 direct reports in a remote environment across multiple functions Increased production outcomes of the field workforce by $6m Decreased operational waste expenditure in excess of $30m  Improved internal and external services by incorporating changes to end to end process  Successfully introduced innovation and technology enhancements which improved the customer and user experience across multiple services and functions Delivered strong stakeholder & relationship management Provide regular project updates on deliverables and outcomes to the executive leadership team  Successfully managed multiple projects to delivery dates and expectations  Successful cross-functional delivery of multiple key projects towards the corporate strategy Developed new performance reporting to measure service deliverables towards expectations

Western Australia, Australia

In this role, I was responsible for overseeing the entire Telstra state field services workforce and ensuring corporate goals and objectives were achieved. Key Responsibilities: Manage 13 direct reports and responsible for the results achieved of 220 field staff Closely worked and guided the team and delivered transformational change in alignment with Telstra’s overall corporate strategy of becoming the ‘World’s best technology company’ Ensured the team delivered efficient service through their installation and maintenance activities across Telstra’s entire product suite Drive cultural and transformational change through the adoption of new technology Migrating the NBN into the Telstra core infrastructure and delivering on contract obligations and KPI’s Effective management of a large P&L budget Drive the national retail portfolio and achieve revenue targets Deliver service level agreements and ensure customer expectations were exceeded

Western Australia, Australia

Led a team of cybersecurity professionals and established an operational structure within the newly established secure code team to provide services across Telstra. The team was responsible for reviewing source code of new applications and technology to ensure all cybersecurity threats were mitigated Key Achievements:  Built process structure to allow the effective engagement and delivery of work through the cybersecurity team Adopted new systems and applications to drive improvements across the core company Provided strong leadership and development to 8 direct reports

Perth, Australia

Led a team of 170 to oversee the field services workforce in Perth across the entire suite of Telstra products and customer segments. This includes all installation and reactive assurance work associated with the copper and fibre infrastructure.Key Achievements:  Successfully delivered against performance KPI’s and Targets Provided strong leadership and development to 7 direct reports  Lifted culture and engagement scores with the broader field workforce Exceeded national retail portfolio targets of $20m

Perth, Australia

As the Customer Deliver Manager for the Global Enterprise Services business (GES), I was responsible for managing a team of 9 (direct reports) and over 170 staff. GES was tasked with delivering services across Mobiles, PSTN, Cloud computing, Billing and ADSL/ TID data and various support functions. Provided strong leadership in a contact centre environment delivering high revenue growth by assisting the sales team in delivering customised service models and experiences to our customer portfolio.Key Achievements:  Grew the revenue line in excess of 10 million with new contracts and service offerings Provided strong leadership and development to12 direct reports Lifted culture and engagement scores with the broader contact centre staff Developed strong relationships with offshore delivery partners

Perth, Australia

Responsible for managing the national assurance call centre in Perth with 15 direct reports and a team of approximately 300. The team provides fault restoration support to customers in relation to the Mobiles, PSTN, ADSL and T-Box/T-hub lines of products. Key Achievements:  Delivered against most KPI’s and targets  Provided strong leadership and development to 9 direct reports Lifted culture and engagement scores with the broader contact centre staff Improved customer experience by process enhancement

Perth, Australia

As the Telstra Service Delivery Manager within the Data & Network business, I managed a team of 20 staff within the Perth metro area and 18 within the surrounding rural areasKey Achievements: • Delivered against most KPI’s and targets • Provided strong leadership and development to 9 direct reports• Lifted culture and engagement scores with the broader contact centre staff• Improved customer experience by process enhancement• Managed 24/7 reactive response requests towards expectations

Perth, Australia

Reporting to the Operations Manager, I implemented and delivered initiatives which resulted in successful outcomes to multiple projects within Service Delivery WA. My primary responsibilities included achieving KPI’s and business objectives of the projects, communicating progress reports to key stakeholders and ensuring effective communication between all parties. Key Achievements: • Delivered GPS technology into the field workforce fleet • Introduced better gas detection processes and equipment• Delivered new mobile technology to improve efficiencies with scheduling work

Advanced Diploma, Leadership And Management

Advanced Diploma, Project Management