Leanne Gunstone Email & Phone Number

Melbourne, Australia

Responsible for leading a team to develop and implement innovative and agile Customer Initialisation processes and controls to deliver a market-leading customer experience as customers join the organisation or modify their products.

Canberra, Australia

Providing operations management consulting services to ActewAGL on behalf of DB Results, the consulting and technology services company. Working as an integral part of ActewAGL's management team, I lead a group of 25 staff and have responsibility for the effective management of a broad range of meter data validation and billing activities.

Melbourne

This role was accountable for designing, developing and implementing a range of learning solutions and products for ANZ Bank staff and customers across Asia Pacific. I led a team of 30+ people based across the region and managed up to 30 projects at a time delivering learning products and solutions that included web based/on-line learning, instructor-led training, self-study guides, simulations, assessments, webinars and blended learning. Key achievements included meeting all delivery targets by pro-actively managing multiple learning content projects, applying risk mitigation strategies and providing positive leadership to the team. This resulted in IBM incurring zero service level penalties on this account during this period.Achieved a 20% reduction in operating costs by implementing a flexible staffing model across Australia, New Zealand and India, and redistributing work activities to lower cost team members across the region.

Melbourne

Led a team of over 30 people across Australia and India to redesign customer care and billing processes and implement new training and training metrics to over 1,000 staff as part of a major BPO transformation project with EnergyAustralia. Accountable for full project management and service delivery including training to all back office operations management and end user staff in India.

Melbourne, Australia

Oversaw the operational transition of EnergyAustralia/TRUenergy's back office function, knowledge and processes to 200+ outsourced staff in India. The transition program was successfully delivered in India using a team of 7 trainers.

Melbourne, Australia

Part of a project team formed to identify and lead continuous process improvement initiatives across the business including process streamlining, automation and re-engineering. The project resulted in a number of introductions that reduced operating costs, improved process cycle time and improved customer satisfaction. Following on from this project, I was assigned to another project team to help identify processes that could be suitable for outsourcing. This identified the back office functions and I worked closely with the business and the outsource provider to transition the activities from in-house to outsourced, including creating meaningful metrics that provided a baseline of performance against which to measure operational progress.

Melbourne

The Operations Manager role managed 165 back office operations staff who provided a range of services eg. connection/disconnection of customer electricity & gas supply, quotes, setting up customer accounts in preparation for billing, and ensuring B2B market transactions were initiated and complete. Deregulation of the sector in the early 2000's meant that greater governance was required, needing new business processes and reporting requirements, together with new Service Level Agreements which were developed and negotiated with market participants.

Melbourne, Australia

Led a team of ten staff to ensure accurate and timely billing for consolidated billing customers and commercial and industrial customers with an annual spend of between $140k and $10m.

Melbourne Area, Australia

Responsible for evaluating and processing cheque, EFT and unidentified payments to customer accounts.

Melbourne, Australia

Responsible for validating the credit & collections processes and functions for a new system build and implementation.

Diploma Management Development

Diploma In Frontline Management

Certificate Iv In Frontline Management

Project Management