Matthew Hoad Email & Phone Number

Melbourne, Victoria, Australia

In 2022 Ingram Micro restructured the go-to-market teams to bring all the customer experience teams together and the inside sales team into my area of responsibility as the General Manager, Customer Experience. Responsibilities• Reviewing end-to-end business process working with local and overseas stakeholders to implement changes required to enable service delivery improvements.• Completing reviews and rewriting of all SOP/WI across all responsibility areas to ensure consistent comprehensive documentation of all business processes.• Driving inter-departmental collaboration and alignment through regular operational cadences.• Establishing SLAs and KPIs and then driving high performance across a range of business units and teams.• Managing strategic recruitment and selection processes, staff training and professional development, and the delivery of ongoing instruction and mentoring.• Acting as the escalation point for the entire business for critical operational issues.• Providing feedback and guidance to the executive leadership team to align to with the core business goals.• Coaching and mentoring managers, direct teams and wider teams on best practices around tools, systems and processes.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Initially, I was pro-actively recruited to join Ingram Micro as the Business Operations Manager, to overhaul and rebuild their poorly functioning and complex order team, predominantly with Cisco. After completely transforming this team in the first year through education and process change, they became the leading Australian Cisco distributor. Given these results, the scope of my responsibilities quickly grew to overseeing the transformation of other underperforming teams by introducing a culture of high-performance and accountability.

Melbourne, Victoria, Australia

Reporting to National Third-party Logistics (3PL) Services Manager, I was accountable for ensuring we provided the highest level of Customer Service to our 3PL customers. I managed stock control and accuracy by performing cyclical and annual stock counts and via investigations to ensure resolution of any variances. Additionally, I liaised successfully with clients, suppliers and transport companies, ensuring streamlined processes and mutually beneficial outcomes.Notable Achievements• Successfully managed up to five logistic controllers in the Victorian warehouse and two logistic controllers in the Perth warehouse.• Achieved 100 per cent In Full and on Time (IFOT) delivery as per agreed SLAs daily and met and exceeded KPIs.• Collaborated effectively with carriers to achieve over 98 per cent of delivery in full, on time (DIFOT).• Recruited, selected, oriented, trained, coached and motivated staff to achieve highest possible service. • Provided facilities management of the Melbourne warehouse including security budgets.• Monitored, proactively reviewed and ensured 100 per cent adherence to Occupational Health and Safety (OHS) requirements. Regularly conducted inspections and quality/safety audits of team members to ensure compliance and a continued outstanding safety record.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia