Andrew Thomson Email & Phone Number

Australia

Darwin, Australia

Responsible for leading the function and team for Health commissioning activities within the Northern Territory PHN, taking a lead role in the service design, sourcing and contract management aspects of commissioning evidence based primary health services and key related projects in the NT.

Darwin, Australia

Accountable for designing the Consumer and Small Business Service Model across all channels and customer episodes, to ensure strategic alignment to shared goals, backed by practical, workable plans to bring them to fruition. In this role I was also required to project manage a range of strategic and tactical projects, chair a weekly forum attended by senior executives and general managers (including writing executive summaries, preparing and distributing minutes and actions).Responsibilities• Deliver Service Model Design to support phases 1 & 2 of strategic program to introduce a new CRM and new product constructs.• Chair and maintain an agenda of critical items for the Contact Management Optimisation Weekly Forum, attended by senior executives and General managers from across multiple business lines.• Project manage key strategic and tactical projects and initiatives as required.Key Achievements• Delivered service models for first 2 phases of the project, on time, co-designed with all channels.• Built a framework to illicit contributions and shared understandings from all stakeholders through the co-design of the new service model.• Built a successful business case to secure $1.4M in funding for the purchase of Performance DNA licenses to be utilised across domestic and Telstra owned contact centres, as well as select international partners.• Travelled to India to support the build and implementation of the asset in Telstra partners, working with local leaders in partner organisations.• Built a Demand Level Service Matrix, to help the business better understand the complexities in the operation, the nature of the customer demands and the availability of existing assets vs opportunities/gaps requiring investment to provide better service to budget requirements. The matrix supporting several key projects with where to invest and develop new solutions, contributing to in excess of 640k call volume reduction.

Darwin, Australia

Reporting to the General Manager Productivity Improvement for Telstra’s Global Contact Centres, I was required to provide leadership and strategic support for the Global Contact Centres, to ensure the delivery of key productivity improvement targets within the program.Responsibilities• Productivity Improvement Program Management.• Implement operating cycle and oversight of initiatives and status to ensure delivery to target benefit.• Responsible for the call routing strategy and governance, for Telstra’s Global Contact Centres.Key Achievements• Built and maintained a centralised activity register for all productivity improvement activities, to ensure no duplication or double counting of forecast benefit (leading to shortfall in benefit realization). Created a framework to test validity of reported benefit and ensure channel delivery teams supported and co-signed the benefit.• Built, implemented and maintained a call delivery governance framework where one did not exist previously.• Developed a priority framework to improve decision making, gaining support and agreement from key stakeholders to reduce complexity and efficacy of change, to Telstra’s call routing network.• Lead call routing simplification program delivering 13% reduction in call queue complexity and improvement in successfully primary delivery points of 7%.

Provided leadership to ensure the deployment, consistency and maintenance of operational performance across Consumer Contact Centres, while demonstrating an ability to analyse and diagnose a situation and collaboratively develop plans and initiatives to continually improve our operation to deliver the best outcomes for our customers

Provided support to the Group Manager and Regional Leadership team to deliver to business plan with particular focus and emphasis on areas affecting Operational efficiency, Team Performance and Business initiatives and capability

Responsible for the day to day running of a Contact Sales Centre including; delivering on Customer, Sales and Operational accountabilities, Leadership and Team development, recruitment and other people management requirements

Reporting to the Centre Manager, my role was responsible for managing the Operations of Darwin’s largest Sales Contact Centre.

Melbourne, Australia

Reporting to the National Manager for Sales Operations, my role was to lead the identification and implementation of service improvement solutions and activities for existing processes managed within the National Business Centre, in line with cost reduction targets

Melbourne, Australia

Reporting to the National Manager for Sales Operations, my role was to maintain the efficient operational and financial performance of the National Business Centre (involving segment specific teams offering post-sale product, promotion and business solution support).

Melbourne, Australia

Reporting to the Centre Manager of the National Customer Relationship Team, my role involved analysis and trend reporting of all complaints for Telstra Consumer and Marketing.

Resolving complex escalated billing, service and contract complaints and investigating and resolving mobile service faults.

Melbourne, Australia

Resolving customer billing and service enquiries and meeting sales targets.