Tony Brown Email and Phone Number

Responsible for managing performance of partner organisations & resources working on UKG subcontracted projects. Aligned to lines of business within UKG Services to ensure appropriate communication and accountability to key stakeholders. Operates in conjunction with Global Partner Services program. Responsibilities Include- Partner advocacyAddress partner concerns and escalate internally.Follow up on outstanding items promptly.Identifies barriers to partner success, initiate steps to move barriers out of their way, or/and escalate as needed.Participates in initiatives and projects to improve partner satisfaction with project delivery.- Partner Mentoring and SupportMentor and support partner Project Managers with UKG project tools, processes, and methodology.Connect partner champions with expert services and follow champion policy.Resolve project-level access issues.Provide feedback on partner delivery.Debrief after go live project statusTraining requirements and compliance- Partner Performance management:Performance management of in-flight projectsPerformance and coaching of UKG project managers & Practice LeadersHighlight and collaborate with partner leadership on performance issues, desirable outcomes and advise/support to partners where neededComplete partner feedback surveyProvide feedback for annual and quarterly business reviews- Partner Onboarding:Interview partner resources where requiredAssist in talent management for project assignmentOnboarding, orientation, and introduction to project teamCreation and troubleshooting of access requestsReporting:Reporting KPI’s on partner performance relating to the partner staff augmentation network

Responsible for ensuring Nuago's clients have an exceptional experience when interacting with the Nuago support teams. A key interface to increase the value realised from Nuago's Managed Services. Through liaising with all levels within Nuago and client organisation's the ability to provide advice that is strategic in nature, while maintaining a clear focus on delivering business as usual in scope services.Responsibilities Include- Service Delivery – Incident, problem and change management, support ticket management, SLA reporting, monthly reporting, scheduled client meetings and toolset/dashboard development.- Technology Leader – For managed clients, acting as a trusted advisor for business led technology initiatives. Managing both internal and external resources to ensure a positive Nuago-led outcome for the client.- Pre-Sales – Meeting with potential clients to describe and scope Nuago Managed Services.- Process Improvement/Creation – Create and updating process documentation where required. Continuous improvement across all current and future process requirements.- Efficiencies – Automating process or repetitive tasks that deliver efficiencies within the support teams.- Security and Process - Adhering to quality and information security policies and procedures .

Identifying and delivering business improvement, customer experience and process improvement. Managing National Operational Centre to develop and manage processes in order to drive customer experience, efficiency, productivity, and consistent processes across various customer and client bases.Responsibilities Include- Management of 40+ Service Desk Agents and 3 team leaders across SA/WA/PHP- Business & Process Management for 50+ company IT Service Management structures.- Investigating, proposing and executing Process Improvement Opportunities.- IVR / Call Monitoring management including IVR recordings.- Stakeholder management of Sales Development, Leadership, Technical and Reporting teams.- Workforce Management of telephone and email queues across three sites- Understanding of ITIL foundations and associated processes.- Management of ServiceNow, Service Manager, BMC Remedy, MARVAL ticket management systems.- PowerBi report authoring and analysis. - Financial management, budgeting and cost efficiency reporting.

Responsible for customer service related projects improving the experience provided via social media platform. Specific duties include.- Trend analysis throughout Telstra's social media platforms- Digital CX design and process management- Stakeholder analysis and reporting of application and customer satisfaction results.- NPS implementation and creating policy framework- Incident management- System and policy implementation of social media and CRM software

Managing customer impacting features of the AFL / NRL / Netball live apps through Telstra. Responsibilities include.- Project and stakeholder management of sport app features, services and functions.- Vendor management- Workforce management of Email / Online support enquiries- Policy and process design- Incident reporting and technical delivery with internal and external stakeholders.- Complex customer enquiry assistance via Telstra's CrowdSupport and social media platforms.

Responsible for the management of customer service and business improvement projects / initiatives. This position includes high level analysis and strategy development of customer service for iiNet brands (iiNet, TransACT, Internode, Adam, Westnet) and across different sites throughout Australia, New Zealand and South Africa.Specialist skills required for this position include.- Net Promoter Score analysis and management to understand the customer experience provided.- Pioneering Speech Analytic and call management software to identify trends and develop strategy. (http://www.cmo.com.au/article/580108/how-voice-analytics-helps-iinet-hear-customer-problems-its-network/)- Creating new policies and procedures for multiple business functions.- Data analysis with dashboard creation, presentation, strategy and subsequent coaching / development of customer service metrics.Utilising marketing a research data to develop customer service strategy. - Understanding of key telecommunication and technology products including troubleshooting requirements.- Working with key business stakeholders to ensure correct delivery and consistently high performing results.Achievements include- Auscontact SA/WA Contact Centre Of The Year - 2015- Consistent NPS figures of 60+ throughout the Virtual Contact Centre.- Successful roll out of Speech Analytic software throughout the business.

Quality Manager for front line iiNet, Internode & Adam Contact Centres in Adelaide. Responsible for the analysis and reporting of customer experience performance indicators and constructing quality framework for Sales, Billing, Provisioning and Technical Support Contact Centres (across both telephone and live chat.)Project management for quality related matters include NPS (Net Promoter Score) implementation for after interaction customer surveys. Team Leader coaching and development. Facilitator for customer service training sessions.Achievements includeProven track record of improved NPS and customer service through devised quality framework. Member of iiNet / Internode's Contact Centre Management Team.Auscontact South Australian Contact Centre Of The Year - 20143 x Roy Morgan Customer Service Annual Awards - 2011, 2012, 2013Canstar Blue Customer Satisfaction Award 2013

Quality assurance. Call & email monitoring and coaching. Auditing, data analysis and stakeholder reporting. Team Calibrator and project management.

Training effective sales techniques for new inductees. Scheduling and workforce management. Rostering and queue management.

Product releases, raising brand awareness. Developing sales technique and sales conversions.Team leader for Live Chat, Email & telephone staff.

Store management, retail merchandising of electronic products.

Assistant manager. Merchandising and rostering. Cash handling. Stock handling or electronic products.