Mark Van Holsteyn Email & Phone Number

An experienced General Manager / Internal Consultant with a demonstrated ability to deliver large scale customer experience and productivity change programs in complex organisations.Specialising in making ideas and concepts real and making the impossible possible by developing strategy, ensuring feasibility, setting up and executing programs of work.DEMONSTRATED STRENGTHSBusiness LeadershipA sought after business leader with a focus on People, Change and Process Management. Provided leadership through a significant change program shifting Telstra’s culture to customer driven, winning, collaborative and innovative through direct management of staff and management of diverse and complex stakeholder groupsStrategy DevelopmentStrategic leader developing strategies at an organisational level (Project New Contact Centre Reform, Telstra’s strategy in an all Internet Protocol world which was one of the board’s top 5 initiatives) Customer AnalyticsAn expert in the design and implementation of customer analytics and using these tools to understand customer behaviours and how to improve the customer experience. Developed and implemented a comprehensive program to understand why customers are calling across 3-4m calls per monthCommercialA qualified CPA with experience across financial and management accounting. Excellent business improvement skills delivering improvement to the metrics that matter for businesses. History of delivering productivity improvements and negotiating key contractsProject / Change ManagementAn experienced Agile product owner and project sponsor. Proven experience in delivering large programs of work within complex organisations in technology implementation, business improvement and cultural change programs

Listed skills include Business Process Improvement, Program Management, Stakeholder Management, Business Analysis, and 23 others.