Kristian Thomas Email & Phone Number

Melbourne, Victoria, Australia

As Service Delivery Manager for Aussie Broadband, I oversee a range of Managed Service functions such as support, provisioning and operations and continuously monitor the technology solution to consistently deliver superior managed services to my customers.I am obsessed with customer satisfaction and have an intimate understanding of how my customer’s strategy, desired outcomes and technology interrelate. I strive to make decisions that ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.- Monitoring and managing support to ensure optimal service- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary- Establishing effective communication between stakeholders during major incidents- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery- Developing a deep understanding of projects to gain insights into the scope of service delivery- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand- Analysing third-party as well as internal processes, and creating strategies for service delivery optimisation- Enabling high-level performance benchmarks- Recommending methods of improvement and seeing that the recommendations are implemented to improve the services we deliver- Providing accurate and regular reports on performance of the service delivery- Building strong relationships with internal ABB teams, customer stakeholders and vendors to enable optimal service delivery and sharing of information- Collaborating with technical design teams to set standards for software, hardware, and security- Ensuring that the managed technology environment performs at optimal levels

Melbourne, Victoria, Australia

As CSM, I am the single point of contact for all of PingCo’s partners for all Operational and Account Management queries, escalations and delivery of service. Using my strong account and relationship management skills, I was also accountable for driving growth within PingCo’s partners to meet ramp targets and drive sales.On top of this I am also responsible for leading the Support and Project functions within PingCo, with the goal of setting strong business foundations to enable the company to scale effectively from startup to large business as the company expanded into the UK and US markets.- Onboard new Partners as well as managing the ongoing Operational and Account relationship to assist them drive adoption of the TCAP product across their customer base- Drive sales within PingCo’s partners- Develop and implement a Follow-the-Sun support model across AUS, US and UK to provide 24/6 support coverage for the PingCo and Hello Teams global customer base.- Strong emphasis on process mapping and documentation for process optimisation - Develop reporting frameworks and dashboards from the ground up- Lead global support and project teams- Develop a management and communication framework

Melbourne, Victoria, Australia

Leading a team of 9 CSM’s managing TPG’s top 200 customer portfolio, valued at over $50m MRR. Utilising my transformational leadership, I am working to build a high performing, customer obsessed team with the goal of upholding TPG’s reputation of delivering industry leading client service levels.My goal is to develop the team to be the hub of all Operational queries to identify opportunities for continual service improvement and develop initiatives that deliver exceptional brand-aligned customer service to our valued customers across all Enterprise, Government and Wholesale channels.Working on a philosophy of building strong relationships through trust, transparency and responsiveness, my team and I work hard to deliver on our promises, ensuring that expectations are managed accordingly and are always available when our customers need us most.- Leading, coaching and mentoring a team of 9 Customer Success Managers- Managing a total portfolio of over $50m MRR- Develop initiatives to drive operational performance improvements- Achieve an NPS score of 80+ across the CCE portfolio- 2nd level Operational escalation point for major escalations- Develop and drive the Service Excellence program- Develop internal relationships across the entire TPG organization to advocate for the best customer experience possible- Responsible for driving key metrics to ensure the quality of service to our customers

Melbourne, Victoria, Australia

Team Lead to 9 SDM’s based around Australia whilst also managing a portfolio of customers worth $2m MRR, including one of the big 4 banks.Engaging customers at executive levels to build strong cross-pillar relationships in order to influence decisions and outcomes. Acting as a customer champion to establish the customers needs and using my operational and technical expertise to deliver brilliant experiences.Setting the vision and direction for the service and delivery strategy for my owned accounts, outlining key service priorities as well as holding accountability for delivery of services against contractual SLA’s and key business measures across the team.- Managing a portfolio of Wholesale, Government and Enterprise accounts worth $2m MRR- Team Lead of 9 Customer Service Delivery Managers- Customer Champion - Driving strategic service improvement across all of TPG’s Corporate Customer Engagement customers

Melbourne, Australia

Responsible for managing TPG's relationship with key accounts, ensuring that our customers experience the highest levels of customer support from our Provisioning and Assurance teams. By integrating ourselves within our customers we are able to fully understand and support their business needs and strategies which allows our customers to fully realise their operational capacity.- Ownership of the relationship between TPG and assigned key accounts- Act as single point of contact for all Provisioning and Assurance escalations and queries- Manage internal stakeholder relationships - Act as ambassador for the Operations team during pre-sales discussions with new clients - Chairing Operational meetings with key accounts- Received many formal recommendations for my service from customers- Responsible for two peoples's roles for 6+ months after a colleague moved internally- Acting Team Leader when the Team Leader was away or busy- Provided training to new CRM's- Acts as Melbourne Liaison to the rest of the CRM team

Melbourne, Australia

Responsible for ensuring that TPG products and services are supported to operational contractual commitments and service level agreements for our customers. Taking ownership of the Customer Service Experience and building relationships of trust and integrity with Service Managed customers by demonstrating a comprehensive understanding of both the customers' business requirements as well as the TPG products and services that are used to support these requirements. - Ownership of the overall Service Management relationship between TPG and assigned accounts- Develop and implement customer service improvement plans- Design service strategies by working closely with Account and Delivery teams- Build strong relationships with TPG internal teams - Manage customer service escalations- Production of SLA reports and chairing of Operational Review meetings

Melbourne, Australia

Responsible for leading the Australia Support team of 6 Customer Support Analysts with an aim to develop an empowered and self-organised team that consistently provides results by building a culture where being successful is both enjoyable and rewarding. The team is a springboard for new employees to other careers within SPS Commerce so I had a strong focus on recruiting, coaching and mentoring to ensure that SPS commerce had the future leaders and subject matter experts to be the number 1 cloud-based supply chain software provider.- Major and minor incident management- SLA management- Resolving customer escalations- Customer success management- Designing support framework for APAC customer base- Driving team KPI's- Recruitment- Training, coaching and mentoring

Melbourne, Australia

Responsible for the end to end management of projects to onboard new supplier clients to the SPS eCommerce platform. Managing a large (30+) project portfolio from Sales through to Go Live. Managing internal process, communication and data sharing improvement to maximize operational efficiency. - Consistently met projected timeline estimates- 87% of projects delivered on time- Leading a team of 6 PM’s & Consultants- Train, coach & develop new employees - Ensuring effective communication between departments

Melbourne, Australia

Responsible for assisting project managers with their day to day project tasks, coordinating resources as well as managing small projects.- Coordinating the project pipeline- Project forecasting- Assisting PM's with resource planning- Managing small projects

Melbourne, Australia

Providing timely and accurate data analysis and reporting of OHS data as well as managing and administrating the OHS systems.- Data analysis and reporting using Excel- Providing data management to other departments- Managing and administrating the OHS systems- Administrating the OHS intranet pages- Technical support to the OHS team- Assisted with the development and implementation of a new OHS system

Cardiff, United Kingdom

Extracting data from the HR systems database for analysis to provide reports to the business using Business Objects XI in a timely and accurate manner as well as HR admin tasks using Resource Link.- Data analysis and reporting- Forecasting- Ad-hoc reports

Newport, United Kingdom

Provided 1st level technical support to ADSL customers by telephone.- Providing technical support- Advising customers on internet usage- Updating customers details

Bristol, United Kingdom

Part time role whilst studying at university. Provided 1st level technical support to Dial Up, ADSL and Cable internet customers by telephone.- Providing technical support- Training and educating customers on the companies products- Updating customers details