Susan Stephens Email & Phone Number

Point Clare, Nsw, Au

Sydney, Australia

Overseeing Sales Support functions, Contract Support, and Practice Management Support and order Fulfilment, Deal Desk for Pacific. Team based across both onshore (Chatswood) and offshore (Philippines)Major change management projects delivered to date include;Transition to Milestone billing framework for Practice Management Improvements to customer renewal motion including notification re-design and timing Introduction of cross team issue register to ensure issues fixed, root cause analysis completed, and reduction in duplication of effort across different teamsImplementation of Pay Your Way Invoicing, empowering more flexibility for customer payment options and enabling process automation Rapid migration of Global Regulatory Compliance CRM onto the Global SFDC Instance

Sydney, Australia

The Head of SaaS Sales & Operations role is key to informing and executing on Deloitte Solutions’ strategy by being responsible for leading business functions focused on customer value management from sales through to fulfilment and life of customer management. In addition the role has a holistic focus on ensuring Deloitte Solutions has the appropriate enterprise-wide processes and protocols to deliver on the strategic objectives of growth, scalability, agility and delivery.Key Responsibilities• Maximising customer engagement and the use of products that have been put in the market as well as driving the direct and indirect revenue associated with usage;• Leading and collaborating with our Quality and Assurance team to ensure that prospective customers in our target market (~5500 ABNs) are checked against independence and conflict criteria in an accurate and timely manner;• Leading and collaborating with our inside sales team and business development team to craft and execute our approach to maximise financial and customer experience outcomes;• Leading our business analysts supporting the product management, customer support and technology functions;• Leading our enterprise business development activities via Deloitte internal and external channels;• Establishing, managing and continually improving critical business processes and protocols underpinning all operations to strive towards a best practice operating model for Deloitte Solutions.• Coaching and mentoring to create highly engaged employees, high performing teams and future succession talent.Achievements:o Established foundations for Go to Market strategy for 4 of our key products;o Improvement of Salesforce CRM usage to increase QA team’s capacity and turn around for entity checks; o Established strong team culture across Sales and Operations to drive strong collaboration to improve outcomes;o Improved Stakeholder communication via improved reporting framework.

Sydney, Australia

As Head of B2B Sales Operations, I am responsible for accelerating the operational excellence of the Gumtree AU Commercial teams. Collaborating with the Leadership Team to enhance day to day capabilities that drive outcomes for our commercial strategies and initiatives. Investing in continuous improvement of process, procedure and systems, strengthening efficiencies and effectiveness, with the intent to maximise customer advocacy and retention, balanced with increasing our profitability. Key Responsibilities• Liaise with Verticals and Advertising stakeholders, to inform, improve and adapt overall operations strategy to support business goals and initiatives• Oversee an outsourced workforce for Business Support (Xpand Solution)o Evaluate overall performance and revise KPI's on a quarterly basis• Manage processes and shape them to enhance customer satisfaction• Revise and/or formulate policies and promote their implementation• Manage relationships with internal partners for global systems, contracts and support• Manage relationships/agreements with external partners/vendors• Ensure that commercial/B2C operations runs with legality and complianceAchievements:Co-design and implementation of Global Operations ScorecardMigration of CRM to new platform

Sydney, Australia

As Manager of Business Support, I am responsible for strategy, operations and continuous improvement for acquisition, retention, and customer advocacy for our business customers across autos and jobs. A major part of my role is overseeing the onsite outsourced solution 'Gumtree, powered by Xpand' The outsourced team has 3 main groups; Account Management (Autos), Account Management (Jobs), Accounts Receivable (covering Cars, Jobs & Media customers). Achievements:- Expansion of Business Support operations across account management, billing and accounts receivable - Embedded culture of continuous improvement - Reduction of dealer attrition by 50%- Introduction of Onsite Outsourced solution- Design and Implementation of new Jobs Sales Strategy from PAYG to Subs

Sydney, Australia

Responsible for on-boarding, coaching, development, and performance management of 10 agents supporting Trades and Services category, across inbound and outbound channels. Successfully lead team to deliver revenue & credit targets weekly, monthly, quarterly and yearly. Identify and escalate systems and process issues to relevant stakeholders. Creation of strategies to boost morale and productivity e.g. spot prizes, team-building activities, team competitionsAchievements- Successful coaching and training of Individuals into promoted roles e.g. Inbound to Account Manager- Creation of strong team identity and culture - 2012 November Achiever of the month for Integrity- 2013 Awards Night – Accountability Award- Special Project as OSCA Specialist (Online Booking System) Identify issues with the technology, liaise with Funeral Directors, and train users and staff on the use of OSCA

Sydney, Australia

Responsible for managing client portfolio to retain and build spend to meet set revenue targets. Identify the needs of clients within my portfolio, creating advertising campaigns/strategies cross selling across media platforms. Design of ads. Gathering Industry information and designing new feature ad campaigns relating to Trades, Services and Employment Industries. Procuring new and existing clients to fill these features/campaigns Achievements- 2008 Employee of the year Gosford Division- Completed Leadership Development Program in 2007 and 2011- 2011 Achiever of the year Divisional Award- 2011/2012 Created and produced the Did You Know section of company newsletter