Startek is a global BPO providing specialised contact centre solutions to enterprise (including blue chip companies) and government partners both locally in Australia and through our global team of 50,000 employees. My key responsibilities include the operational management of 3 partner accounts with an indirect workforce of 250 agents and support staff. Key accountabilities include revenue performance, operational deliverables and project management of CX solutions to drive customer engagement objectives for our key clients.

Hey You connects thousands of takeaway customers to restaurants/cafés/coffee shops across Australia each day via our app and online ordering platform. We partner with 2000+ venues to provide order-ahead services to over 200K annual active customers. More than 6 million orders are processed annually.https://itunes.apple.com/au/app/hey-you-by-beat-the-q/id480619522?mt=8

Sensis helps Australian businesses with all their marketing needs including websites, local search in our digital and book directories, SEO, SEM & more. We love helping Aussie business meet their goals! I currently manage a team of over 150 employees who work with and account manage customers every day. Revenue accountability in excess of $165M across the Yellow product portfolio including print media, directory advertising, search engine marketing (SEM), search enngine optimisation (SEO), social media marketing, website solutions &digital display advertising.Key Responsibilities include:• People management skills with the ability to lead, motivate, coach and develop high performing teams• Strategic selling, account management, contract negotiation and business planning skills developed in a competitive sales environment• Commercial orientation and high level of business acumen• Ability to lead and drive change, with a demonstrated resilience• Exceptional presentation and public speaking skills• Written, verbal and interpersonal skills• Strategic management with key senior stakeholders• Leadership skills in managing a highly engaged sales team in an inclusive and engaging style• Proven ability to drive results within a complex business environment with varying stakeholder needs and expectations

Leading a team of Account Directors to successfully coach Media Sales Advisors. To develop Account Directors in leadership, management and to cope with change. To ensure Account Directors increase their competency levels of MSA’s across sales skills to become more effective and efficient. Secondly, to increase a Premium MSA’s sales skills to become more efficient and effective. To lead and manage sales revenue focusing on Year on Year growth, target achievement and increased customer numbers whilst maintaining the customer central to all activity measured via NPS.Key ResponsibilitiesLeadership & performance management• Advocate for the customer and the company• Understand and be able to clearly articulate Sensis strategic direction and decisions• Ensure AD’s complete effective and, efficient weekly team meetings that add value • Review performance and activity daily to profile and take appropriate action where variation exists• Ensure AD’s and Premium MSA’s are held accountable for all revenue and target results• Liaise and communicate with National Sales Director weeklyCoaching/Development• Coach Account Directors and improve Account Directors coaching of MSA’s through sales skills, product knowledge and leadership development• Complete effective coaching observations of Premium MSA’s• Effectively document observations and debrief feedback• Coach and train Account Director’s on frameworks and theories on leadership, including situational leadership, performance management and emotional intelligenceStrategy implementation• Ensure AD’s and Premium MSA’s are fully competent with all sales tools and processes• Implement tactical campaigns as set by the company in-line with the overall strategy• Implement and execute Campaign Management strategy, including workforce allocation and trade marketing events• Feedback to National sales Director on incentive plans to drive revenue and growth

In this role, I was accountable for the following:• Coach, guide and support my sales team (10 people) to achieve great results• Execute sales strategy, from understanding the big picture to implementing the finer details• Develop new business by generating ideas and cultivating attitudes that make customers want to choose Sensis• Continuously improve the way we sell to and service our customers• Lead by example. Demonstrating Sensis values and promoting a high performance sales cultureKey ResponsibilitiesLeadership & performance management• Advocate for the customer and the company• Understand and be able to clearly articulate Sensis strategic direction and decisions• Prepare effectively and conduct effective, efficient weekly team meetings that add value • Review performance and activity weekly to profile and take appropriate action where variation exists• Document interactions and follow-up • Influence the performance, job satisfaction of all direct reportsCoaching/Development• Conduct minimum 6 effective coaching observations per week to defined timetable• Effectively document observations and debrief feedback• Use Blue Print methodology• Conduct group development sessions weekly• Effectively integrate coaching to CAP to development plans where necessary.Strategy implementation• Ensure team is fully competent with all tools and process• Plan and execute dedicated campaigns• All overdue clients contacted prior to 60 days• Ensure 100% compliance with 6 step sales process• Ensure all products are effectively trained in and workshoppedNPS & CSAT• Consistent communication to stakeholders, customers and direct reports deploying Sensis goals and strategy• Liaise with key stakeholders & business partners professionally & promptly at all times• Adherence to Sensis Policies; V&B’s, EEO, Sales Code of Conduct & Sales Policies

In this role, I was accountable for the following:• Coach, guide and support my sales team (14 people) to achieve great results• Execute sales strategy, from understanding the big picture to implementing the finer details• Develop new business by generating ideas and cultivating attitudes that make customers want to choose Sensis• Continuously improve the way we sell to and service our customers• Lead by example. Demonstrating Sensis values and promoting a high performance sales cultureKey ResponsibilitiesLeadership & performance management• Advocate for the customer and the company• Understand and be able to clearly articulate Sensis strategic direction and decisions• Prepare effectively and conduct effective, efficient weekly team meetings that add value • Review performance and activity weekly to profile and take appropriate action where variation exists• Document interactions and follow-up • Influence the performance, job satisfaction of all direct reportsCoaching/Development• Conduct minimum 6 effective coaching observations per week to defined timetable• Effectively document observations and debrief feedback• Use Blue Print methodology• Conduct group development sessions weekly• Effectively integrate coaching to CAP to development plans where necessary.Strategy implementation• Ensure team is fully competent with all tools and process• Plan and execute dedicated campaigns• All overdue clients contacted prior to 60 days• Ensure 100% compliance with 6 step sales process• Ensure all products are effectively trained in and workshoppedNPS & CSAT• Consistent communication to stakeholders, customers and direct reports deploying Sensis goals and strategy• Liaise with key stakeholders & business partners professionally & promptly at all times• Adherence to Sensis Policies; V&B’s, EEO, Sales Code of Conduct & Sales Policies

In my role as account manager I was accountable for the development and execution of a wide variety of sales opportunities through solution-based selling and building strong, long-term business relationships.The role required tailoring a suite of advertising solutions to our extensive suite of products (Yellow Pages print and online products, website creation, video production, Google Adwords, etc). I was responsible for account management across a portfolio of 250 existing customers.It required a results-driven approach and my ability to close and convert sales meant I consistently exceeded my revenue targetsKEY RESPONSIBILITIES:Market Management• Timely contact and completion of client base via campaign plan, consistent activity volumes & credit reporting• Utilise ROI tools in appointment setting, prep & BNA to deliver on target performance across full product suite• Arrive at all meetings with decision maker(s) fully prepared to pitch and finalise• Pitch relevant Digital, Print and Voice Solutions identified through 6 steps sales process• Ownership for Customer Experience end-to-end• Utilise Sales Tools effectivelyNew Business • Actively source, wash and log new business via competitor media and local observation• Actively seek new business through referrals• Maintain new business pipeline with active or closed status updatedSensis Values & Behaviours• Consistent approach to internal stakeholders and external customers• Liaise with key stakeholders & business partners professionally & promptly at all times• Adherence to Sensis Policies; V&B’s, EEO, Sales Code of Conduct & Sales Policy• Proactive participation in meetings and Sensis forums• Professional image at all times and dispense positive encouragement to peers

Delivered within 18 months a significant change in the 3 year sales trend for this area. Resulting in an improved market share and profit contribution• Management of exclusive distributor towards desired company objectives• Provide ongoing support and training to the distributors employees to ensure practical demonstration of the required standards• Co-ordination of business development drives; including planning, execution and follow-up to ensure maximum benefit and result to the company• Manage and reporting on distributors business plan and effectiveness• Strong account management and relationships built across the industry, resulting in reduction of competitor’s market share• Key account and special event management• Ability to deliver strong results in adverse conditions• Management of 850 company assets in line with operational guidelines

Monitor daily operations within each department to ensure compliance with company procedures and government compliance• Manage marketing programs, ordering systems and merchandising schedules to best maximise positive sales growth• Recruitment of staff, including orientation and training• Increased employee knowledge by developing company guidelines and systematic training procedures to ensure equal standards of training.• Reduced labor costs by implementing staff scheduling changes and developing streamlined procedures managing roster issues.• Proven ability to implement and manage change whilst at the same time ensuring staff have ownership of the process and outcomes• Demonstrated ability to gain customer trust and provide exceptional service, leading to increased return business and greater market share• Managed 3 assistants managers and 25 employees• Delivered record sales (30% increase) over the 2005 Christmas period• Implemented retail trainee-ship program to enhance skill development and succession planning.• Completing intensive product category review to ensure current product and social trends are being considered; maximising profitability.

Supabarn is an independent supermarket chain based in the ACT & NSW focused on quality, price and service.I was responsible for the day to day implementation of business processes that ensure the supermarket team delivers optimum customer relationships and sustainable financial returns.Responsibilities:Assist store manager in budget reconciliation and other forecasting/planning activities• Monitored daily operations within each department to ensure compliance with company procedures and government compliance• Managed marketing programs, ordering systems and merchandising schedules to best achieve positive sales growth• Recruitment of staff on all levels from department managers to casual juniors, including orientation and training• Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies• Increased employee knowledge by development and implementation of customer service workshops• Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new company wide service guidelines• Played key role in reducing labor costs by implementing staff scheduling changes and developing streamlined procedures• Proven ability to implement and manage change whilst at the same time ensuring staff have ownership of the process and outcomes• Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues• Developed performance appraisal system for junior employees, to provide feed-back and employee specific goals and objectives• Designed new service employee orientation package and established and facilitated all new employee activities and sessions, which provides (for the first time) continuity in all company stores• Worked rotating shift roster opposite store manager

Managed/trained 4 assistants managers and 60 crew members• Built Sales/Profit to record levels - 01/02• ACT/NSW best management controls – 01/02• Implemented retail traineeship program• Completed all company training• NSW/ACT Restaurant of the year 00/01• Responsible for recruiting, banking, payroll, purchasing, repairs, maintenance, local marketing, sales projections and accuracy of profit & loss statements• Nominee assistant manager of the year 00/01• Reported to NSW state manager & national director of operations