Dean Fox Email & Phone Number

North Sydney, NSW, AU

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, Australia

Leading Datacom’s CX Technology landscape and deliverables from a strategic, tactical and operational perspective. The holistic CX solutions and environments managed include multiple telephony platforms and solutions, CRM’s with leading SaaS suppliers, Virtual Assistant & chatbot platforms, RPA and desktop automation, SOE/Desktop with the additional of IT.

North Ryde NSW

In this role, my portfolio increased as I transitioned into operational ownership of all Datacom’s contact centre clients across Australia including various commercial organisations internationally and multiple government agencies and on top of retaining ownership of the large government client in my previous role. This role requires the management of.

Parramatta NSW

• In this role, I was responsible for managing a team of over 600 CSRs in an outsourced contact centre environment for a large government agency both onsite and offsite, with up to 10 direct reports throughout my time in.
• Key lead and influencer on Datacom’s successful expansion into second site in North Ryde including site build, recruitment, leadership development, operational modelling and project management / completion.
• Building of key relationships with client's matrixed vendor management team and key communication channels along with the re-aligning of benchmarking of providing high quality and performing staff across the country.
• Introduction of business, team and individual level performance achievement and KPI management built around both contracted requirements and the key outcomes of the client.
• Training and coaching of key process improvement approach to staff members across the business which in turn resulted in improvement in SLA and financial performance

North Ryde NSW

In this role, I was responsible for the end to end management of the Desktop / End User Computing business in Datacom's Managed Services business which includes Hardware and Software Support, SOE Maintenance, SCCM deployment and Mobile Device Management across multitude of clients in different industries.Key responsibilities included management of 25+.

North Ryde NSW

During this time, I was seconded to act as an Interim Service Delivery Manager for Datacom Systems NSW's largest Managed Services customer in an internal transitional period / role reformation due to my experience and relationships built during the on boarding of this client in the previous 18 months.Key responsibilities in this role included day to day.

North Ryde NSW

• In this role, I was responsible for managing a team of approx 15 desktop engineers with various onsite and offsite support responsibilities across multiple different scale clients across Australia and New Zealand.Key.
• Reverting a highly-negative scoring Onsite Desktop team into a 100% SLA compliant account within 3 months of taking ownership across Response and Restore SLAs, Aged Ticketing, Client Satisfaction and Utilisation/.
• Repairing negative relationships with client executive management and providing high quality and performing staff across the country.
• Training and coaching of key process improvement approach to staff members across the business which in turn resulted in improvement in SLA and financial performance
• Implementation of improved and intelligent reporting strategies across all engineers and management in order to better manage day to day performance and SLA achivement.

Manila, Phillipines

During this time I was the key contributor and project owner in successful transition of Microsoft Sales and Marketing business to Manila, Philippines including completing all process documentation, reporting of key requirements/milestones to client and internal executive stakeholders and the recruitment and training of new staff and management.The.

• In this role, I managed the day to day operations of the Sales & Marketing and Frontline 1st Level Technical Support Contact Centres for Microsoft ANZ in Sydney through until transition of services to South-East.
• Department externally certified by worldwide performance management leaders, COPC (Customer Operations Performance Center Inc) annually on two occasions.
• Key contributor in successful transition of Microsoft Technical Support business to Kuala Lumpur, Malaysia including development of process documentation, assistance with project delivery and travelling overseas to.
• Delivering on all FY09 and FY10 KPI’s including Client Satisfaction, Quality of Service and Business Operational Metrics.
• Building and maintaining one of the most highly engaged teams in the company, achieving a 4.3/5 in most recent yearly Gallup Employee Satisfaction survey.
• Maintaining a positive rapport with Microsoft Vendor Account Staff obtaining an higher than 8/10 average over last 18 months.

Finance For Non-Finance Managers

Leadership And Motivation; Strategic Management; Change Management

Education record