Bill Damm Email & Phone Number

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

A Customer Experience and Operations executive experienced in, strategic, customer service, operational performance, project management and human resources roles across multiple global locations.. A driver of change who thrives in dynamic and challenging environments and has the courage to initiate innovative business & customer solutions that create substantial customer loyalty and yield significant financial returns. An inspirational leadership style that motivates teams & business partners to deliver exceptional results.

Melbourne, Australia

Melbourne, Australia

Employed to sunset the “Retail Publishing Solutions Business” which was no longer considered Core to the organization. Shutdown was completed ahead of time, well within budget and with no potential future Legal ramifications anticipated.Key Responsibilities• Oversee closure of RPS business including Service & Support activities in Asia Pacific region.• Collaborate with WW Sunset Team to develop strategic “Sunset” program for the region.• Work with supply chain, support vendors, and customers to deliver final inventory requirements or to scrap excess inventory.• Monitor and make sure that region meets all financial commitments (+/- 5%).• Achieve support cost reductions YoY against targets.• Ensure that remaining customers had a successful final holiday season (Christmas) to maximize final RPS profit.

Melbourne, Australia

Employed to manage the Customers’ expectations to Contract and ensure that HP and Customer met all their liabilities during the contract term. As well develop strategies to turn a loss making business into a break even and/or profit making business for both HP and the Customers.Key Responsibilities• Ensure that all customers were achieving their maximum sales.• Ensure that all cost and budget numbers were met• Ensure customers paid for anything that was delivered outside any contract or warranty requirements and obligations• Managed project to move customer support from internal HP to outsource provider.• Instituted key programs to improve product support, equipment quality improvements and customer uptime levels to over 90%.• Introduced daily programs to ensure that contract terms were being monitored and met.• Defined metrics to improve support performance tracking and reporting. • Planned and deployed a number of major HW rework program across Australia and New Zealand on schedule and within budget• Achieved 25% support cost reduction YoY (Total savings in 1st 3 years US$500k).

Melbourne, Australia

Employed to manage all aspects of the “Consumer Desktop Support” business within Australia and New Zealand, including Parts availability and Customer satisfaction.

Various

Support Program Manager Asia Pacific (HP) 2000 – 2003Manager Onsite Support South Pacific (HP) 1997 – 2000Consultant to Call Centre (HP) 1995 – 1997Network Administrator Swinburne Uni 1988 – 1995