Peter Dunstan Email and Phone Number

Objective: To Lead, Coach & Develop Customer Service Officers to provide first class service experiences for customers of Toyota Insurance, Lexus Insurance and PowerTorque Insurance.Key Responsibilities:• Managing multiple key business relationships between ADICA Toyota Financial Services and the Toyota and Lexus dealer network• Lead, coach and develop a team of Customer Service Officers to deliver outstanding service experiences to our Dealer network and shared customer base• Drive business operational efficiency and service level improvements• Build and maintain a high performance service culture across the Contact Centre and wider business• Provide training and support to internal and external stakeholders• Provide a point of escalation for business stakeholder and customer issues

Objective: The Workplace Mentor is responsible for working closely with MAX Clients, Employers, MAX Staff and other service providers to help build successful workplace relationships which directly lead to long term, sustainable employment outcomes.Key Responsibilities:• Provide mentoring, coaching and support to MAX Employment clients post commencement in new employment opportunities within the Gippsland region• Drive the development of future employment opportunities for MAX Employment clients through Mentor service delivery and business development activity• Work with employers and MAX clients to build positive and professional relationships• Liaise with internal and external service providers to assist MAX clients access community resources and further support services • Intervene on any issues occurring in or that impact on the workplace to maximise the opportunity for MAX clients to achieve a successful employment placement• Coordinate and monitor end to end client case management• Work with MAX clients and staff to source replacement employment opportunities for those clients who experience unplanned employment separation• Complete regular case reviews with other MAX Employment and Health Services staff• Complete scheduled and adhoc case management reporting

Objective: To lead a specialist team that supports ASIC's Registry stakeholders in building customer centric and efficient online products and services. Key Responsibilities:• Lead the relationship between ASIC Business stakeholders and ASIC IT Services for the maintenance and improvement of ASIC's Registry and Online systems• Lead, coach and develop a team of Business Analysts engaged to provide direct support for escalated registry and online service issues• National business lead for system incident management • Leveraging technology to deliver outstanding and efficient products and services to ASIC's customers and related stakeholders• Identifying, developing and implementing opportunities for education and marketing initiatives that support electronic lodgement options • Engaging with stakeholders to understand and respond to service gaps• Facilitating effective stakeholder communications around business and change activities and online service interruptions• Supporting ASIC Registry teams in the delivery of their functions• Representing ASIC Registry stakeholders in a business analyst and/or project management capacity to ensure new systems and processes reflect the requirements of internal stakeholders and ASIC clientsIn addition, between May 2012 and July 2013 I acted as the Manager of the Systems & Online Services team. Additional key responsibilities during that time were:• Providing management and leadership of the Registry Reporting and Analysis team. This team conducted all scheduled and adhoc data analysis and reporting for ASIC's Registry Business and was also a key contributor of data for ASIC Commissioners, cross Government departments and other industry stakeholders.• Providing management and leadership of the Information Access team. This team customer managed ASIC's Information Broker network and liaised with other Government departments in order to provide them with access to ASIC's Registry information.

Objective: To Lead, Coach & Develop Team Leaders and Sales Consultants to take inbound calls from Telstra customers and provide world-class levels of customer service and sales in a broad range of media/communications productsOther positions held during tenure: • Sales Development Lead• Sales Centre Manager• High Performance Contact Lead• Exceed Sales Program Facilitator/Trainer.