Stephen Zappia Email & Phone Number

Melbourne, VIC, AU

Melbourne, Victoria, Australia

As Director of the Solution Design department, I lead, guide and often am hands on with the two teams that sit within my remit - Business Analysis and Experience Design. I also lead strategic activity for our clients, driving Digital Transformation work from vision to roadmap to execution, and everything in between.

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

• Solutions Architect ♦ Professional Services ♦ Team Leadership ♦ Customer Facing ♦ B2B Support ♦ Project Management ♦ Product Demonstrations ♦ Training ♦ Relationship Building ♦ Requirements Gathering ♦ Technical.
• Scoped, project managed (up to US$22K), built and delivered multiple bespoke SaaS Knowledge Base (KB) software solutions for customers across a wide range of industries that met and exceeded expectations.
• Created and developed an expert and high performing Professional Services team that achieved high levels of customer satisfaction, resulting in return business and ongoing referrals.
• Developed and implemented the Diversity, Equity and Inclusion (DEI) initiative - the JEDI (Justice, Equity, Diversity, Inclusion) Council to embrace diversity, foster increased staff engagement and assist the.

Edinburgh, Scotland, United Kingdom

• Professional Services ♦ Customer Facing ♦ B2B Support ♦ Relationship Building ♦ Account Management ♦ Product DemonstrationsI was recruited to provide support and guidance on KnowledgeOwl’s Knowledge Base software to.
• Contributed to KnowledgeOwl receiving hundreds of 5-star reviews from highly satisfied customers.

• Communications Strategy Execution ♦ Internal Communications ♦ Communications Platform ♦ Internal Customer Facing ♦ Training ♦ Relationship Building As an integral member of the People and Performance Department, I was.
• Received outstanding feedback from staff and the Executive team for project managing and facilitating Freedom’s Masterclass store training program, rolled out to 1000+ employees nationwide.
• Feedback from senior Executive team members included:“Stephen always brings his own brand of personable qualities to all things. He has the unique ability to take any scenario, however serious, and convey it in a.

• Business Procedure Management ♦ Team Leadership ♦ Auditing & Compliance ♦ Project Management ♦ Knowledge Base DevelopmentIn this role, I provided strong leadership to the Business Support Team, as well as writing.
• Recipient of the Freedom Excellence Award for Outstanding Individual in 2014.
• Developed and implemented an internal, company-wide Knowledge Base that led to a significant reduction in compliance issues and increased audit scores from 65% to 90% average within 12 months.
• Project managed and executed Freedom’s successful loyalty program that still exists today, achieving hundreds of thousands of sign-ups in the 1st 6 months.
• Built and maintained multiple web-based tools that Increased in store procedure efficiency and centralised administration.
• Project coordinated multiple cross-departmental projects, including a major logistics unification project, as well as rebranding and relaunching of the in-store decorator service that increased sales growth by $5M+.

Chatswood Chase

• Systems Support ♦ System Architecture ♦ IT Helpdesk ♦ Training & Onboarding ♦ Escalation Management ♦ Project Coordination ♦ Technical DocumentationWorking in the Group Services division, I was the escalation point for.
• Coordinated key IT implementation projects, represented IT in cross-departmental projects and documented system architecture and processes.
• Created and maintained Freedom’s first IT support platform and managed the rebranding of the IT department internally that resulted in significantly less complaints, with the volume of resolutions increasing by 10-20%.
• Documented all systems and processes - this was the first time this was designed and written in an appropriate way for company-wide use.