Rick Swancott Email & Phone Number

Killcare, Nsw, Au

Sydney, Nsw, Au

Melbourne, Vic, Au

Provisioning and LNP Operations Manager – Business Division | Vocus Communications, North Sydney, NSWVocus Communications is a national telecommunications company with a significant fibre network across Australia and New Zealand.Key Responsibilities:• Manage business operations in Australia and the Philippines – this is a team of 70+ people• Manage delivery of a wide range of Telecommunications products to customers – including IP hosted voice platforms, complex managed data networks (including managed hardware), mobile voice and data services, NBN, ADSL and basic PSTN products• Outsourced local team functionality which led to significate cost and process improvements• Developed an environment that recruited, retained and supported quality staff• Implemented a policy for internal communication and feedback• Focus on customer care – manage the company’s entire Local Number Porting operations (LNP)Key Achievements:• Developed and managed the new offshore team to meet company objectives – provided strategic leadership and training which enabled operational control to be handed to the offshore team • Led significant improvements around the customer experience – managed the Local Number Porting team build. Created a process to handle increased LNP activity of over 4000% in 8 months.• Reduced Local Number Porting (LNP) activity cost from $80K per month in fees to $0 due to process improvement

Melbourne, Vic, Au

Key Responsibilities:• Manage business operations in Australia and the Philippines – this is a team of 40+ people• Manage delivery of a wide range of Telecommunications products to customers – including IP hosted voice platforms, complex managed data networks (including managed hardware), mobile voice and data services, NBN, ADSL and basic PSTN products• Outsourced local team functionality which led to significate cost and process improvements• Developed an environment that recruited, retained and supported quality staff• Significant focus on operational efficiency and real time reportingKey Achievements:• Developed and managed the new offshore team to meet company objectives – provided strategic leadership and training which enabled operational control to be handed to the offshore team • Implemented real time reporting resulting in significant reduction in Sold to Toll (product / service delivery) and customer complaints.• Improved Management level reporting and customer experience though an intensive database cleansing program.

Melbourne, Vic, Au

M2 provided a full suite of traditional and next generation telecommunications products and utility services. They had an extensive network with facilities around Australia as well as a fibre network in five capital cities. At the time, M2 also operated Dodo, Primus Telecom, Commander and Engin service providers. They were acquired by Vocus Communications in 2016.Key Responsibilities:• Managed product development and deployment across multiple brands and billing platforms • Managed the full end-to-end customer experience • Ownership of product performance, churn, win-back and product improvementKey Achievements:• Developed an end-to-end program for the launch of NBN products to market • Developed strategies to secure and reduce churn of existing customer at time of “Cease Sale”- Forced NBN migration

Frenchs Forest, Au

Engin was a leading VoIP service provider offering plans for VoIP, ADSL, home and business internet packages. They were acquired by Eftel Limited and then M2 Group in 2013.Key Responsibilities:• Employed to stabilise the business after acquisition by Eftel Limited• Managed all aspects of the Engin operational activity, Retail, Channel and Wholesale business • Managed technical staff from network through to billing and web platforms• Oversaw product deployment and production Key Achievements:• Successfully stabilised the business after substantial staff cuts – retained the 10 remaining team members• Secured key team members and improved morale • Increased profit margin by over $1M annually through rationalisation and supply chain consolidation

Key Responsibilities:• Managed the Australian and Malaysian business operations – this included 7 Team Leaders and 30 Malaysian based team members • Oversaw Corporate Sales & Retail, Technical Support (Wholesale & Corporate), Consumer and Marketing • Developed marketing plans across 2 business units working with a budget of $1M• Oversaw and continuously improved the customer care function• Facilitated monthly management meetings with relevant information needsKey Achievements:• Provided strong strategic leadership – played a fundamental role in the day to day operational management of the functional divisions• Oversaw the complete integration of West Australian Networks and Platform Networks to Eftel – engaged employees to meet company objectives• Managed the integration of Clubtelco to Eftel worth $20M in annual turnover – successfully project managed integration of telco billing platforms, technical services, services and teams. Also managed 6 Developers to perform this work.

Sales & Marketing Manager / Senior Executive | Eftel Limited, Perth, WA Eftel began in Perth in 2000 and was one of Australia’s largest internet service providers. They were acquired by M2 Group in 2013.Key Responsibilities:• Managed sales representatives from WA, NSW, VIC and QLD • Provided strategic planning for Eftel Wholesale, Corporate, Retail and Investor Relations • Assisted the team in negotiating and securing new business opportunities• Developed products and directions for future business (e.g. Wireless Broadband) – established teams to manage and implement these projects• Developed and managed the communication plan driving consistency and productivity to the sales team• Developed, managed and communicated a robust sales strategy to drive revenue and productivity• Prepared the annual marketing plan in line with sales and business strategies• Developed the sales team’s performance plans and KPI’s• Prepared and presented high quality sales reports to the leadership team on a weekly, monthly and quarterly basis • Prepared and managed sales and promotional budgets• Communicated effectively with transparency and accountability to the CEOKey Achievements:• Managed large outsourced teams of Telemarketers in Australia and India (Mumbai and Chennai) – Tendered for outsourcing, managed costing and ensured compliance• Championed information technology projects – improved internal system processes and external customer interfaces • Encouraged the Senior Executive team to investigate new revenue streams – e.g. voice products which contributed revenue of $200,000 per month • Worked with lean budgets to achieve low cost per acquisition

Penrith, Nsw, Au

New York, Us

Bachelor Of Science (Bs), Applied Physics

Certified Customer Service Excellence Program, Customer Service Excellence