Shane Mann Email & Phone Number

Melbourne, Victoria, Australia

The Team Leader is responsible for managing the performance and strategy of the Quality and Support and Senior Customer Service Representative teams.Key Responsibilities:Execute various management responsibilities, including strategy and contingency planning, performance management of staff, as well as risk and compliance management.Manage stakeholder relationships to ensure all areas within the wider business feel like they are getting maximum support from Communication Centre and that Communication Centre is getting maximum support from stakeholders.Provide leadership to the team by supporting, promoting and driving people.Review performance data to ensure that work is being completed effectively and in line with service level agreements. Ensure all staff are performing at a high level in accordance with KPI’s whilst being aligned to the wider business goals.Conduct monthly one on one’s and half yearly performance reviews.Recruitment of new staff.Raise and champion initiatives to ensure service levels are exceeded.Complete annual audits.

Melbourne, Victoria, Australia

The Quality Coach is responsible for quality assurance and the preparation and provision of coaching services to ensure that Communications Centre employees receive the support required to perform their functions effectively. Key Responsibilities: Develop and deliver coaching sessions, with specific targets and goals, tailored to the area of focus for each customer service representative. Review performance data to identify individual coaching requirements. Engage Team Leaders to discuss areas for improvement for individual Customer Service Representatives.Ensure Customer Service and Correspondence Representatives are working within Computershare and regulatory guidelines.Provide regular feedback to customer service and correspondence representatives as well as their Team Leaders on what they are doing well and areas for improvement.Prepare and distribute the weekly and monthly reports for key clients.

Melbourne, Victoria, Australia

Involves assisting Customer Service Representatives with complex requests and resolving complex correspondence items that Correspondence Customer Service Representatives have been unable to resolve. Key Responsibilities:Take daily verbal escalations from Customer Service Representatives.Investigate and resolve escalations initiated by Correspondence Customer Service Representatives.Engagement with various internal stakeholders areas within the business including, Payment Support, Corporate Actions, Regional Managers and Team Leaders to assist with providing resolutions.

Melbourne, Victoria, Australia

Key Responsibilities:Provide a high level of service by phone and email, assisting simplex and complex enquiries including but not limited to; employee share plans, corporate actions and complex payments.Provide information, resolutions, and assistance within Computershare and regulatory guidelines.

Melbourne, Australia

1300 Australia (Telstra Phone Words) are the largest provider of Phone Words nationally. The Channel Development role is accountable for developing relationships with Telstra's branded and non branded partners to drive sales of Phone Words nationally through their customer base.Key Responsibilities:Responsible for Relationship Development and Business Planning With Telstra's Partners nationallyCommunicating with Telstra's Partners via phone, e-mail and also in a face to face environment to develop lead generationAccountable for contacting all leads that were generated within a specific timeDirectly responsible for Proposal Development, convincing businesses that a Phone Word was the right solution for their businessResponsible for Contract Development and up-dating internal CRM with correct detailsAfter Sales Service and Follow Up

Melbourne, Australia

The Channel Development role is accountable for the sales, revenue and customer outcomes for Small Businesses in an assigned geographical zone. This involves developing and executing sales plans with Channel Partners as well as coaching the partner sales team to ensure that sales and revenue targets are exceeded. Each geographical zone has approximately 12,500 small business customers worth approximately $40M. Key Responsabilities:Responsible for Business Planning and Performance Management of Channel Partners, including development and execution of joint sales plans, local area marketing, staff coaching, recruitment, pipe line management and hosting constructive meetingsDirectly responsible for assisting staff with opportunity identification and proposal developmentTrained Channel Partner staff on Telstra products, including Data, Voice, CPE and MobilityAccountable for Channel Partner Capability and Capacity Management, ensuring appropriate resourcing models were in placeEngaged relevant stakeholders to ensure common goals and business outcomes were achievedAchievements:Awarded Victorian Channel Manager of the Year in FY 2010/2011Delivered 6.4% YoY growth and 118% to sales target for FY 2011/2012 within my geographical zonePlanned, sourced, implemented and project managed a new Telstra Business Centre in Richmond, delivering 216% to sales target Q1 FY 2012/2013, ranking 9th nationallyDedicated National Broadband Network expert for Victorian team in FY 2012

Melbourne, Australia

The Channel Manager role is responsible for the growth of Telstra’s Pre Paid market share and revenue by managing and working with Telstra’s three Pre Paid Channel Partners being Travelex, Pre Paid Partners and C-Direct. Responsibilities:Performance Coaching and developing Channel Partners staff whilst leading and guiding them to achieve positive results, using value based selling Directed Channel Partners at all levels, including Sales Managers, Account Managers, Sales Reps and Managing Directors Proactively engaged stakeholders, including vendors and marketing teams into my Channel Partners to ensure common goals were achievedManaged trading terms and $1.5M worth of co-op funds annually to drive and exceed sales targetsAchievements:Achieved of 135% to sales target in FY 2007/2008Coached and developed large teams whist exceeding targetsNegotiated trading terms and margins resulting in a cost saving to Telstra

Melbourne, Australia

The Channel Manager role is responsible for the growth of Telstra’s Pre Paid market share and revenue. Responsibilities:Key responsibility was to drive revenue and market share whilst managing approximately $90M worth of Telstra’s Pre Paid business nationallyNegotiated trading terms, campaign offers, catalogue opportunities and in-store point of sale with National BuyersDeveloped and executed strategy with key stakeholders to ensure pre paid targets were exceededIndirectly managed and coached a National Field Force of 40 reports to ensure accounts were merchandised to required standardsBuilt and harnessed strong business relationships at all levels within my Channel Partners including, National Buyers, State Managers and Category Managers Managed $2M worth of co-operative funds annually to drive and exceed sales targetsAchievements:Consistently exceeded targets driving a sales result of 130% to target for FY 2006/2007 and 170% to target for FY 2005/2006Awarded Pre-Paid Dealer of the Year for Kmart in FY 2006/2007Developed strategic business plans with Coles and Kmart resulting in Telstra moving from the number two pre paid supplier to number one in FY 2006/2007

Melbourne, Australia

The Account Executive role is drive sales and grow revenue through consultative selling into a defined portfolio of 25 clients valued at approximately $6M.Responsibilities:Major responsibility was to drive sales and revenue through consultative selling of products including, mobility, voice, complex data and CPE Development and implementation of portfolio plans and account plans for all individual clients Built strong business relationships at all levels within an account to uncover sales and growth opportunitiesAssist in the management and implementation of complex customer projects including CPE and complex data Achievements:Over achieved product penetration and revenue targets resulting in a positive revenue result of 104.5% in FY 2004/2005 and 102.4 in FY 2003/2004 Achieved Model Account Manager Award for Excellence in Customer Satisfaction in Q3 FY 2003/2004Strategic Data Sale Award, contract value of over 500K in Q2 FY 2003/2004Achieved Outstanding Sales Achievement in Award in Q3 FY 2003/2004 and Q3 FY 2004/2005

Melbourne, Australia

The Account Executive role was to drive consultative sales and grow revenue through consultative selling to a designated portfolio of 100 business clients valued at approximately $4M.Responsibilities:Key responsibility is to drive sales of mobility, data and fixed services through consultative selling whilst driving and maintaining revenueDevelop portfolio and account plans for key clients to ensure targets are exceededBuild strong relationships with clientsAchievements:Achieved a positive revenue result of 16.71% over target in FY 2002/2003 Was awarded with a trip to Hamilton Island for outstanding performance in FY 2002/2003, achieving the highest revenue growth nationallyAchieved a positive revenue result of 5.9% over target in FY 2001/2002

Melbourne Area, Australia

The Account Executive role was to initiate client contact through out-bound calling to small and medium sized businesses.Responsibilities:Exceed mobility, data and voice sales targetsAchievements:Achieved Strategic Sale Award FY 2000/2001

Melbourne Area, Australia

The Account Executive role was to initiate business networks to achieve acquisition of Telecommunications products.Responsibilities:Key responsibility was to exceed sales targets through new to market fixed line acquisitionAchievements:Designed a model of excellence that all new sales reps could use to assist with sales achievement