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 Security and governance layers. Encompasses Datacom’s delivery of CX technology solutions to a number of commercial, state and federal government customers – with many solutions accredited to ISM/IRAP standards for government departments. Remit involves ongoing relationships with the majority of the key CX technology vendors in the market – and keeping a best of breed CX technology ecosystem and offering for Datacom to deliver to its customers and the market.

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 multiple clients at differing levels of each organisation in outsourced relationships, from extremely hands-on operational stakeholders to low touch strategic delivery leads and the various complexities that come with each.This operational ownership includes 700+ CSRs across 2 sites, delivering services across varying technology platforms, operating models and channels including the addition of cutting edge channels such as Virtual Attendant and Automation.The move to this role included joining Datacom Connect’s Senior Leadership Team, P&L responsibility, strategic business roadmap delivery and future business planning.

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 the role. I took on operational responsibility of this new business unit at the 6-month period, during a key change period with the business at 150 CSRs. After transitioning and the initial on boarding / bedding in, there was a requirement to move to a “business as usual” delivery model, with the associated expectations of reduced support resources and the increased operational effectiveness that comes with a mature contact centre offering.During the final 6 months in this role on the back of a period of consistent outstanding performance, the business won a large piece of work to grow with this client to a dual site offering, consisting of over 600 CSRs delivery work across various work types (Inbound / Outbound Telephony, Correspondence, Campaign and Chat).Achievements: • 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+ engineers and team leaders across multiple clients based in NSW and across Australia and New Zealand including SLA achievement, performance management and client management.In addition, contribution to contract renewal, tendering for new business and onboarding of new clients was a key requirement of this role including scoping of current environments, introduction of possible performance improvement and increased efficiency opportunities as a SME.

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 management of client escalations, expectations and requirements across multiple Managed Services business units including Service Desk, Desktop, Wintel, Midrange, Cloud and Networks. In addition, the management of all invoicing and financial requirements, weekly / monthly reporting and management of various stakeholders were part of this role.Post handing over of this role to newly introduced Senior Client Management in December, I continue to act as an SME for the account and current Service Delivery staff.

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 responsibilities included managing day to day performance of engineers, delivery on key performance metrics and SLAs and acting as an escalation point to client vendor management staff.In addition, I was responsible for some key performance improvement initiatives across other business units utilising my previous experience in COPC and Six Sigma process improvement and managing the effects of applying change to a business unit. Achievements: • 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/ Efficiency.• 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 transition was delivered on time with all transition planning and operational targets including Quality of Service, Business Operational Metrics and implementation of COPC practices across the business. This was achieved whilst also maintaining a positive engagement and rapport with Microsoft Vendor Account Staff in Australia during a smoothly delivered transition period

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 Asia.Key responsibilities included managing key performance metrics, providing escalation resources to Microsoft VAM staff / employees for reporting, ad-hoc requirements and client satisfaction requests including quality of service reporting and achievement of sales lead targets. Additionally, acted as a SME on a number of products and services that are currently addressed by the program including: complex product knowledge, tool and client-related matters, sales techniques and contacts with the business as well as conflict resolution including major client / customer escalations. .Achievements: • 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 deliver training on site in KL.• 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.• Development and introduction of first Social Media offering from Datacom Connect. Microsoft Social Media team grew from 0.5 to 5 heads in 6 months supported from KL and Sydney.

Finance For Non-Finance Managers

Leadership And Motivation; Strategic Management; Change Management

Education record