Luke Fowler Email & Phone Number

Sydney, NSW, AU

Australia

Avant is Australia’s leading medical defence organisation with a proud heritage of protecting the Australian medical profession that spans over 125 years. Our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.Established by a small group of doctors as a mutual in 1893, Avant now represents over.

Sydney, New South Wales, Australia

Working with the "CommSec" brand, I led the complex customer care function that includes digital customer service (email, chat, social), complex complaints management, vulnerable customer support, and risk mitigation. Successes include establishing a business improvement function, creating a complaints forum for solving large complaint drivers at their.

Sydney, Australia

Working with CommBank's "Business Bank", I led up to 150FTE through transformational change in an omni-channel sales environment, propelling sustained performance improvement year on year. During Covid-19, I helped pioneer swift adaptations which enabled a traditional work-from-office business to move 95% of its staff to remote work within two weeks.

Sydney, Australia

Working on secondment with CommInsure, this role consisted of two parts:Driving cultural change across 700+ FTE, igniting a continuous improvement program that yielded substantial business enhancements and Silver accreditation for CBA's Lean Six Sigma program.Standing up an assurance review team comprised of industry experts, doctors and lawyers, to review.

Sydney, Australia

Working with the main CommBank brand, I guided a team of up to 350 FTE, leading pioneering initiatives such as Australia's first Online Home Loan offering, video conferencing and webchat services, and the first 24x7 Social Media service from a "big 4" bank. This role included 12 months as acting Executive Manager, with oversight of 2000 staff.

Asia Pacific

Working with COPC Inc., a prestigious US-based contact centre consulting firm, I travelled the world to help over 40 contact centres improve performance and practices, in some cases with big brands such as Apple and Microsoft. Along the way, I delivered best-practice performance and process management training to over 350 contact centre industry leaders.

Sydney, Australia

After the collapse of One.Tel in 2001 I restarted my career at AAS, which would later become part of Link Market Services. My tenure here saw varied roles including: Contact centre agentContact centre team leaderBusiness analyst Product managerOperations manager

Sydney, Australia

The first steps of my career in multiple experiences including:Tech support agentNetwork operations analystContact centre team leaderMy tenure here was cut short when the company collapsed in 2001.