Sebastian Cox Email & Phone Number

Queensland, Australia

Velit Solutions is an expert software development and management organisation specialising within the insurance industry. Foundationally Velit Solutions has products built for purpose assisting Builders and construction companies specialising in Insurance and working to remove the complexity out of process.Velit’s soul purpose is to bring convenience to its customers from Insurance organisations to customers using insurance products, right to assisting Builders, Trades people, and insurance support specialists run their business with a 'one stop shop' solution.

Brisbane, Queensland, Australia

Consulting on business process improvement and continued growth strategies, client relationship management, leadership and capability management. Working with the management team to ensure effective vendor management and best in class practices.

Queensland, Australia

Tasked with taking on the existing portfolio of Managed Services clients and remodelling the delivery of services and products within. Primary responsibility was to retain existing clientele through showing and building on value delivered, while brining on new clients and building on the portfolio

Brisbane, Queensland, Australia

Rebuild and guide the membership team into the future to secure appropriate revenue generation for CCIQ and it’s future in the business community in QLD.

Brisbane, Queensland, Australia

Key responsibilities:• Responsible for the management of all non-eCommerce sales functions supplying the Art Union Lotteries with both high-volume subscription acquisition and one-off discretionary revenue.• Maintain profitability and margin for all channels by managing operational budgets through all campaigns annually.• Complete and provide insight on key performance forecasting for all sales channels for revenue, acquisition volume, conversion, retention, and operational cost.• Negotiate and manage all supplier agreements and associated performance across multiple disciplines including Contact Centre, Direct F2F selling, location booking services, and quality management services.• Manage organisational risk across all customer-facing disciplines to ensure RSL QLD and the Art Union’s integrity and reputation is first and foremost in all interactions.

Brisbane, Australia

Brisbane, Australia

Key responsibilities: • Managed oversight of business services and excellent customer rapport, covering a market base of over 4000 clients on various platforms such as Search Engine Optimisation, Google Adwords Management, and Facebook Management• Managed the day-to-day operations of 12 direct reports and 80 indirect reports over 3 marketing disciplines. • Maintained awareness of management trends and best practices to effectively lead a digital marketing teamKey achievements• Achieved a full restructure of the department, focusing on emphasising effective leadership in key areas. • Lead the team towards effectively exceeding expectations with a 4.1% total increase in client retention, taking total cancellations from 11.6% down to 7.5% in just 2 months through the refinement of customer service standards and by instituting highly effective and up-to-date Service Level Agreements• Effectively maintained the lowest clientele loss in recent organisational history.• Increased the NPS score business wide.

Brisbane, Australia

Key responsibilities• Supported Arowana International with two business within their portfolio to establish highly lucrative sales and business development infrastructure to enable a platform for rapid growth and advancement. • Oversaw accounts and ensured customer relationships were prioritised to guarantee positive reception. • Lead a team to establish interdisciplinary clientele with business interests in Construction and Traffic Control/Road Works. • Managed the development and the implementation of refined sale processes within the contact centre and the Field Sales teams. Key achievements• Revamped the business processes and applied effective organisational and management techniques, and process improvements to maintain excellent competitiveness against peers.• Ensured optimum revenue performance through effective waste management and the elimination of non-productive process components in after sales service, client management, contact centre and the field Sales teams. • Sought process refinement within the business operations to inject innovative ideas and highly effective processes.

Brisbane, Australia

At Study Group Australia, I was tasked to apply operations management and business improvement strategies to ensure that processes were optimised and that impact potentials were achieved. I enabled more positive student experiences by empowering the Agent Channel with key management support to develop and implement appropriate quality controls within the function. I also acted as the custodian for the business unit and support technology projects and deployments. I was tasked to maintain a strong involvement with stakeholders to successfully implement all key changes in line with the enhancement of Vocational Education in 2016, observing no decrease in conversation or sales performance. I also further re-established the role of Operations Manager within the Vocational Education business unit by ensuring stakeholder management and the reinforced implementation of change control frameworks. Furthermore, I engaged in highly effectively project management to incorporate efficiency measures in the student transition process across key brands in Study Groups’ single transition period to date, observing zero negative revenue impact. I effectively managed all stakeholder relationships across all key business units to enable Direct and Agent enrolment channels in a rapidly changing and highly regulated industry. I also implemented a call coaching and quality framework across the Direct Enrolment Channel, resulting in a centre-wide conversion uplift of 3.5%. Moreover, I successfully managed all new entry requirement provisions in line with the industry, observing no negative impact to conversation rates across 4 brands. Additionally, I influenced the outstanding management of all recruitment for new Sales team leaders and Frontline Student Enrolment Advisors.

Brisbane, Australia

At Study Group Australia, I maintained excellent command of business intelligence and management principles towards the effective management of Sales Teams across three brands. I developed a renewed focus on education opportunities across various disciplines including professional, physical education, and fitness industries. I also directly managed 10 Sales Staff to ensure the achievement of monthly and annual targets through effective Sales management and coaching. The role entailed developing key relationship management to bridge the gap between commercial and academic business units, thus, ensuring a student-centric approach in all transactions. Hence, I successfully implemented an open team coaching model allowing the team to share and learn from each other’s experiences in order to optimise overall team performance. I also applied project analytics and data science strategies to Interpret data and consolidating sales returns information into meaningful and effective recommendations on process efficiency to maximise students positive enrolment experience.

Brisbane, Australia

As Project Lead, I engaged in team dynamics as Project Lead and Lead Analyst on the creation of Task and Activity Management Systems for all Private Health Insurance claims. I led the team as a Lead Contact Person for Nurse Triage Acquisition. I also performed a variety of critical roles such as information gathering, working group meeting chairing, stakeholder communications, and working closely with conceptual designer to manage the creation of prototypes. I was tasked to carry out overall project coordination and to analyse processes as they were occurring and delivered current state analysis of overall claims areas with focus on process, technology, culture, and service. Moreover, I carried out current state analysis of Bupa claims systems to effectively identify process gaps and system restraints towards implementing effective frameworks for highly efficient systems and supporting processes, and performed future state systems analysis and delivered operations-wide recommendations pack to the business to ensure that the operations were meeting all high priority improvements. The role also included the task of overseeing the delivery of the business’ functional and non-functional requirements to build new system with all the documentation and required paperwork in place. Finally, I created and negotiated complete telephony suite offering for Nursing Triage Acquisition.

Brisbane, Australia

At Bupa, I played a highly critical role which involved capitalising on effective sales and growth management strategies to manage Operations team within the Direct Sales and Growth business unit, both locally and remotely. I was tasked to support a body of over 160 management and frontline staff through ongoing strategic and tactical analysis in operations which centered on process improvement and the implementation of business efficiency strategies and techniques. I also effectively engaged in the leadership of a multi-disciplinary team, managing the Direct Sales & growth contact centre to provide frontline support and advisory services to existing and prospective members. I achieved effective management goals by directly managing and supporting 6 strategic management staff who were responsible for employees in frontline positions, including administrative support, change management, and process improvement. The work also allowed me to manage and support all process, strategic, tactical and operational change within the Direct Sales & Growth business unit, spanning across – Proactive & Reactive customer retention, Telephone and Web sales of Private Health, Travel, Home, Car & Life Insurance. Under this capacity, I oversaw the Operational Expenditure for the Direct Sales & Growth function. I also effectively conducted internal stakeholder relationships with Marketing, Customer Service, Finance, Sales Strategy & Planning, Back office customer claims, Information Technology, Telephony and Transformation teams. I maintained strong liaisons and a productive work relationship with senior leadership team on effective communication, education and service strategies for their business area to maximise stakeholder engagement and monitored external compliance and regulatory activities that affect Bupa Direct Sales & Growth, research and operationalise impending legislative and policy changes that impact business as usual processes.

Brisbane, Australia

As business consultant, I oversaw business operations as a consultant working within the Strategy and Commercial Development team, providing excellent advice across the business to lead and support business wide projects and initiatives using Continuous Improvement Processes and Lean Methodology. I was in charge of improving team operations, and I supported Lean and Business Development workshops and carried out various other consulting tasks such as stakeholder facilitation, current state analysis within business units, project scoping, business case and proposal development, etc. Further, I performed detailed cost benefit and solution option analysis to contextualise the company’s performance and business status.

Brisbane, Australia

In this role, I assisted the Call Centre Managers and Team Managers to provide outstanding advice that led to the success of both Customer Solutions teams and other contact centre teams. The work entailed providing recommendations and support to the National Contact Centre Reporting Team in order to improve Sales and Retention report layout and delivery. I was expected to consistently carry out data analyses to understand trends amongst frontline staff and offered recommendations on how to maintain and improve results. As such, I provided impactful recommendations and support to Group Telephony. I implemented highly impactful changes to redefine priorities, leading to increased productivity and the improvement of business operations. I outlined changes in the calling patterns for campaigns and determined new baselines to set higher standards and to protect the company’s reputation as an efficient and effective campaigns partner. I also successfully implemented and manage text messaging as a new contact avenue for customers with delinquencies. Additionally, I applied analytics to implement structured change management processes within the Customer Solutions Business resulting to a significant decrease of risk; and created and enforced new KPI structure to provide reporting recommendations for the new measures. Lastly, I improved overall processes including operations in delegation, prioritisation, and the improvements in objective handling.

Brisbane, Australia

As an Analyst, my work entailed monitoring team progress to deliver real time performance reporting to the Customer Solutions Business in order to maximise key business outcomes and staff performance. I was in charge mainly of effectively prioritising the creation and management of access databases as well as ensuring high level reporting and documentation in support of annual reporting which re-establishes targets for the Retentions KPIs. I collected and provided invaluable data for marketing research and analytics, especially in real-time management of call queues and staff/manpower volume.

Brisbane

As the Lead, I was involved in in managing and resolving issues with dissatisfied customers, performing as help desk front liners for client complaints. The role entailed working with frontline specialists, assisting in handling customer complaints and coordinating with frontline collections staff to resolve any issues and concerns. Here, I provided Subject Matter Expertise as the Motor Champion, serving in a key liaison role between the head of Queensland Branch and the Brisbane Call Centre.

Bachelor'S Degree, Business

Senior Certificate

Diploma Of Business

Advanced Diploma In Project Management

Diploma Of Project Management

Understanding Innovation And Its Application