Andrew Pearce General Manager National Contact Centres National Australia Bank
Andrew is the General Manager Customer Contact Centres at NAB. This encompasses all of NAB’s retail and business contact centre sales and service activity and employs more than 1,500 people across Victoria and NSW. NAB’s Contact Centres deploy many innovative technology and management solutions including the use of voice biometrics, social media and employee engagement methods which have assisted NAB’s rise to #1 in customer satisfaction as measured by Roy Morgan AFI.
An experienced contact centre professional, Andrew was Managing Director of TeleTech Asia Pacific (a large global contact centre outsourcing business) which at the time included operations across 8 countries in the region, employing more than 5,000 people. He spent 7 years with TeleTech leading its expansion across the Asia Pacific, including setting up its highly successful Philippine operations.
Immediately prior to joining NAB Andrew stepped out of corporate life and founded a high growth start-up business in the water industry which utilised innovative digital marketing techniques to generate sales.
Andrew is a Chartered Accountant, a Fellow of the Financial Services Institute of Australasia and has a Bachelor of Commerce from UNSW, and an MBA from Kellogg Business School in the US.
Angelo Azar General Manager, Sales Customer Service BOC
Angelo Azar is the General Manager of Sales Customer Services for BOC Limited, a member of The Linde Group, for the South Pacific region.
BOC supplies compressed and bulk gases, chemicals and equipment around the globe. The company develops safe, sustainable and innovative solutions for customers in many specialty sectors, heavy industry and medical environments. For more than a century the company's gases and expertise have contributed to advances in industry and everyday life, including steelmaking, refining, chemical processing, environmental protection, wastewater treatment, welding and cutting, food processing and distribution, glass production, electronics and health care. As member of The Linde Group, we are the world’s leading gases and engineering company with almost 48,000 employees working in more than 100 countries worldwide.
In his role at BOC, Angelo leads a team of over 200 staff across multiple sites in Australia and New Zealand with accountability for contact centre sales and customer service, commercial administration and contract management.
Angelo has previously held Senior Management roles in the Customer Service Industry across Contact Centre and Retail distribution channels with Metlife, St George Bank and IAG (Insurance Australia Group). His career spans roles in Sales, Customer Service, Marketing, Product Development, and Learning and Development.
Accolades during Angelo’s career include being awarded the IAG Emerging Leader of the Year in 2006 and being recognised as the youngest recipient of the IAG Leader of the Year Award in 2008 across a group of over 6000 individuals. Among Angelo’s key passions in leadership is driving improvement in customer experience through leadership coaching. This is demonstrated through his experience, leading several teams to improvements across the scorecard through a focus on coaching methodology.
Angelo has also completed a Bachelor of Business and more recently, a Masters in Business Administration (MBA) through the Macquarie Graduate School of Management (MGSM).
Antoine Casgrain General Manager Customer
Contact Centres St George Bank
Antoine Casgrain is the General Manager of Customer Contact Centres (CCC) for St.George Bank in Australia. He leads the delivery of their award winning customer experience to the bank's 2m + customers with a team of over 900 staff.
Antoine previously held Senior Management roles in the Customer Service industry with Westpac, AMP and Optus.
Prior to his senior executive career Antoine worked 12 years with a major international consulting firm. His North American and Pan Pacific consulting career touched all industries.
Antoine is currently a Director of the Customer Contact Strategy Forum (CCSF), an international group that discusses and shapes the way organizations interact with their customers. He was previously the Vice Chairman of the Australian Teleservices Association (ATA), Australia's governing body for Call Centres.
Originally from Montreal, Canada, Antoine has been living in Australia and various parts of South East Asia for the last 18 years. He holds a Bachelor's degree in Industrial Psychology and a Masters in Education.
Between 2003 and 2011 the St.George CCC has received many Industry Awards including:
1. 'Service Excellence' from the Customer Service Institute of Australia (CSIA)
2. 'Best Contact Centre > 125 seats' from the Australian Teleservices Association (ATA)
3. 'Gold Medal' for 'Best Contact Centre' >250 seats at the Contact Centre World Awards sponsored by the Contact Centre Management Association (CCMA) in 2008 and 2011
4. 'Gold Medal' for 'Best in Service' at the Contact Centre World Awards in 2010
Tricia Olsen Chief Executive Officer ICSP International Customer Service Professionals
Tricia Olsen is CEO & Founder of ICSP International Customer Service Professionals...a professional body in Customer Service recognised as the infinite resource centre for Service Professionals world wide. Tricia is an exciting and dynamic international speaker who has an outstanding track record in the design, development and delivery of world class programs for over 20 years.
These programs have been acclaimed throughout the service industry including Banking, Airlines, Retail and the Media. Tricia's approach is exciting and highly inspirational, creating an atmosphere of total participant involvement. Experiencing her passionate and enthusiastic teaching style, Tricia has encouraged and inspired even the unmotivated teams. Her philosophy is “everyone deserves a chance to learn and have fun”.
During an impressive and diversified career, Tricia has also built expertise in Television where she has had regular appearances, including training films and videos. She is also a motivational and keynote speaker, develops leading corporate image programs, and orchestrates ‘world class’ conventions.
Within her own organisation Tricia surrounds herself with a team of highly skilled, positive, and successful team reinforcing her commitment to “walk the talk” by creating a better, happier and more productive work environment and most importantly always helping others to their success.
ICSP’s clients & members include; Qantas, McDonald’s, ANZ, Toll , News Ltd, Australian Unity, Westfield, BUPA, MCC, YMCA, Crown to name a few...
Tricia is also: Managing Director - PI Learning International CEO & Founder - ICSP International Customer Service Professionals Past National President & Hon Life Member- Australian Customer Service Association Associate - Monash Mt. Eliza Business School Past Chairman - Ronald McDonald House - Monash, Support Group Chairman and Founder - Focus on Business Project, Ronald McDonald House - Monash Key Note Speaker - International Celebrity Management Key Note Speaker - Saxton International Speakers Honoured Member - International Directory of “Who’s Who” World Executives Honoured Member - Who’s Who in Australian Co-author - 1st Australian Customer Service Accreditation Course Author - Optimism “The Winning Attitude in Customer Service” CD Program
Darren Sutton Executive Manager Customer Services Ausgrid
Darren is the Executive Manager of Customer Services for Ausgrid (formerly EnergyAustralia).
On 2 March 2011 EnergyAustralia changed its name to Ausgrid, after selling the retail part of its business. The EnergyAustralia brand was retained by the new owners of the company’s electricity retail business, TRUenergy.
Ausgrid is a State Owned Corporation whose shareholder is the New South Wales Government. The Ausgrid electricity network provides power to 1.6 million homes and businesses throughout Sydney, the Hunter and the Central Coast.
That network is made up of more than 200 large electricity substations, 500,000 power poles, 30,000 small distribution substations and almost 50,000km of below and above ground electricity cables.
Over the last 4.5 years, Darren has successfully lead the restoration and ongoing delivery of Customer Services business performance in preparation for, and beyond the Sale of the Retail business to TRUenergy. Darren’s 17 years of experience in the Contact Centre industry spans multiple verticals including Utilities, FMCG, Travel & Services and Outsourcing.
Previously, Darren worked in retail and wholesale sales in the music industry, at the same time moonlighting as a full time musician, prior to joining the Contact Centre industry in 1995.
David Dally Call Centre Manager Christchurch City Council
I have a background of 5 years secondary school teaching, 16 years in the Air Force in a variety of roles, a couple of years in the Inland Revenue Department, 6 years in the Fire Service to collocate Police and Fire Service Communications Centres in the South Island and manage the Fire Service Communications Centre operation, and now Christchurch City Council since 2004 as Customer Services Manager. I hold bachelors degrees in Science and Economics, a post-graduate qualification in HR, and a professional teaching qualification.
Quote: How long do you think your call centre could operate 24X7 under emergency conditions with no extra staff? Do you have a realistic Plan that will actually work when disaster strikes? Be prepared - or fail.
Julie McConnell Manager, Channel Delivery and Integration NSW National Parks & Wildlife, Office of Environment and Heritage, Department of Premier and Cabinet
Julie McConnell, is the Manager Channel Delivery & Integration for NSW National Parks and oversees the Contact Centre and Digital Production Teams for National Parks. Julie previously worked for InterContinental Hotels Group as Operations Manager for Australasia and South East Asia and has managed large scale central reservation operations in Manila and Sydney. Julie has experience in managing complex channel integration projects and is currently project managing a CRM implementation for the NSW Office of Environment & Heritage.
Quote: The Customer Contact Point Conference is a great opportunity to hear from industry colleagues about exciting new initiatives and innovations that are occurring in our Contact Centres in Australia.
Leanne Robinson National Contact
Centre Manager
Philmac
Leanne Robinson has had a 17 year career within Contact Centres, having undertaken a variety of roles across the Telecommunications, Finance and Manufacturing industries. After 3 years as the National Customer Service Manager for Toyota Finance, Leanne has recently taken on the role of National Customer Contact Manager for Philmac, a manufacturing company with its head office in Adelaide. Leanne was a National Judge in the 2011 ATA Awards, and is currently a member of the ATA SA Chapter Committee. She genuinely loves the Contact Centre industry and believes that the secret to success is to not take yourself too seriously and to make your Centre a fun place where people want to come to work and play. (And don’t be afraid to rattle a few cages along the way too!)
Quote: As an attendee at the last 2 Customer Contact Point conferences, I was thoroughly impressed by the excellent organisation of the event, the variety in the topics and the quality of the presenters. Each year I walked away with several practical strategies that I could take back to my own organisation and implement. I would recommend this event to anyone who is looking for ways to improve their own Centre and is interested in networking with like minded industry peers. It was an honour to be invited to speak at the 2012 Customer Contact Point.
Michael Clark Executive Director Customer Contact
Fair Work Ombudsman
Michael has worked in customer service leadership roles for over 15 years within the private and public sector. In that time he has held a variety of leadership roles including within back-office and customer contact environments.
Michael has significant industry experience flowing from a number of set-up, change and transformational projects within private and public sector contact centres including:
Project managing key components within the Customer Contact environment for a successful financial services joint venture,
project managing the set up of a regional Contact Centre for a private sector organisation,
creating a new public sector Contact Centre,
merging numerous Contact Centres into a single virtual operation; and
Implementing numerous technology solutions into Contact Centres.
Michael has a passion for delivering exceptional customer service, and his teams have won industry awards and accreditation. Michael has presented at a number of industry conferences in recent years to share his experiences.
Michael is currently the Executive Director, Customer Contact at the Fair Work Ombudsman. Michael leads a multi-site operation assisting Australian businesses and their employees through over 300 customer service and technical staff responding to all front-office inbound and outbound customer contact, workplace complaint registration processes and negotiation-based resolution of workplace complaints.
Michael Meredith Chief Executive Officer Australian Teleservices Association (ATA)
Michael has been involved in the Contact Centre industry in Australia since 1986 when he started the State Bank of NSW 24 Hour Customer Service Centre, the first Contact Centre in the finance industry in Australia, and has held several Contact Centre Management roles since that time.
He has been involved in the establishment and ongoing management of 7 centres specializing in the financial sector of the industry. Over his career Michael has managed both inbound and outbound centres as well as centres that focused on Customer Service, Sales and IT Support.
Michael has been involved with the ATA almost since it’s inception in 1989 and in 2000 he assumed the role of CEO of the ATA and has been instrumental in the success of the association since that time.
Paul Dundon Managing Director Direct Health Solutions
Paul Dundon is the founder and Chief Executive Officer of Direct Health Solutions, Australia’s largest specialist Absence Management and Employee Health service provider.
Over the past 5 years Paul has overseen the design and rollout of a range of DHS services, including strategic absence management programs, absence management training, ‘Day 1’ Nurse Led Absence Recording, Cloud based Absence Technology & Corporate Wellness Programs to over 150 organisations in Australia and New Zealand. DHS also operate a 24 hour Nurse Contact Centre for companies who wish to introduce a best practice approach to absence management, so Paul is acutely aware of the challenges of managing absence that contact centres face. DHS produce annual research into absenteeism, and continue to innovate evidence based products and services to assist customers.
By successfully demonstrating how organisations can reduce employee absence, Paul has become the leading commentator in the media, and advisor to government departments on how reducing absence can lower costs and increase productivity.
Paul Jackson Contact Centre Manager
Innovations
Through his 12 years in the Contact Centre industry Paul Jackson has managed centres in the Not For Profit, FMCG and Direct Marketing industries across single, multi-site, inbound and outbound operations.
In his current role of Contact Centre Manager at Innovations he heads up a multi faceted division, driving strategic and structural change whilst maintaining the businesses relaxed “Northern Beaches” culture.
Peter Welling Director Service SA
Service SA is the Government’s Single Entry Point for services and information operating across 3 channels, face to face online and telephone. Service SA receipts $1.3b, undertakes 9.5 mil transactions and serves over 2.5 miliion customers in its customer service centres. Over the last 4 years Peter has reformed the service delivery of SSA’s call centres and front counter operations as well as delivering significant channel management strategies.
Peter has a Masters of Business Administration Degree and a career spanning 23 years in senior leadership roles across corporate organisations, Local Government and now State Government.
Previously Peter was responsible for the start up of the Virgin Blue Airlines business in South Australia. Peter left Virgin Blue as the first Airline in Aviation history to make a profit in its first year of business. Peter then joined Adelaide Hills Council as Manager Customer Relations with responsibilities including service quality, communications, marketing, event management and change management. Highlights included winning overall best Council in customer service delivery and emerging leader of the year award in 2005. Most recently, Peter lead the team which won the Customer Contact Management Association’s Award for Government Contact Centre Excellence in the Most Innovative Project category.
Peter has 3 children, a partner and is known as an enthusiastic, passionate and results focused leader.
Phil McCarthy Manager Contact Centre, Member Services QSuper
Phil has spent his entire career in customer focussed environments –first answering the call as a Customer Service representative for Bankcard in 1984. Phil held a variety of Senior Leadership roles at the Commonwealth Bank over a 15 year period- mostly in the contact centre type space. Other positions Phil has held include Group Manager Customer Contact for Energex and as the Strategic Initiatives Manager, Contact Centres for AAPT. After many years in the operational space, Phil jumped the fence into the supplier/partner world and worked for six years for a communications and engagement company consulting and providing specialist services to a wide variety of organizations and industries around the globe which included living and working in Canada, managing the North American Operations where he gained invaluable exposure to the North American Contact Centre industry.
Phil has an absolute passion for employee engagement and cultural change and has been awarded 9 state and national industry awards at a personal and centre level including the most recent accolade as the 2011 Qld ATA Contact Centre of the year (50-120 seats) for QSuper where he is currently in the role of Manager, Contact Centre for Member Services.
Richard Bailey Quality Manager, Customer Experience
and Compliance FlexiGroup
Richard Bailey is the Call Quality Manager at FlexiGroup Limited. Richard has over ten years of specialist experience in customer relationship management, and extensive experience in driving sales and performance in high-volume environments, spearheading customer experience enhancements, as well as mitigating compliance risk through business process change.
He currently manages the Quality Assurance Team, which is responsible for over 150 agents’ client communication. He directly collaborates with frontline agents and managers, operational leaders and trainers to ensure the successful execution of FlexiGroup’s core operational and strategic goals; he also provides clarity to the business on the performance and improvements of new processes and initiatives.
He set up his team as a start-up operation in 2008, and his many initiatives have since been deployed across FlexiGroup’s worldwide operation. This has led to continued improvements in the company’s results, including increased Call Quality and Net Promoter Score results, as well as continued reductions in service-related complaints from customers. His work saw him awarded the ‘General Champion’ at the 2011 NSW and National Australian Teleservices Association (ATA) Awards.
Quote: This is a fantastic opportunity for members to engage with experts on a wealth of topics in this ever-changing industry. I feel truly humbled to be included among this esteemed group, and I can’t wait to learn from the insights and expertise of the other presenters.
Sally Coates Training Partnerships Manager Crisis Support Services
Sally Coates is the Training Partnerships Manager at Crisis Support Services (CSS). Sally has widespread experience as a mental health clinician and training facilitator.
Sally has a keen interest in workplace mental health and wellbeing. During her five years in Human Resources at Victoria Police, Sally developed and implemented a variety of effective workplace wellbeing initiatives. Prior to joining CSS, Sally was the Education and Training Manager for the beyondblue National Workplace Program. In this role she managed the delivery of training workshops to a diverse range of professions and industries, building their capacity and that of their employees to be mentally healthy.
Currently, Sally manages CSS’s specialised workplace training portfolio. These interactive and practical programs support organisations to build emotional intelligence and resilience, and to equip managers with the skills they need to manage mental health issues in the workplace.
Steve Tassone Contact Centre Operations Manager iSelect
Steve Tassone has been the Sales & Operations Manager at iSelect since June 2010, and has been an important cog in the growth of the Health Insurance part of the business – now accounting for 18% of the Australian Health Insurance market.
Steve has been managing Salespeople, Team Leaders and Managers since his early twenties and has had a great deal of success both in the Contact Centre space, as well as managing external and face to face salespeople. This experience ranges from Banking, Transport and now Health Insurance. And it is this well-rounded understanding that has allowed him to bring different ideas to the iSelect Contact Centre and has seen the growth of the business continue – experiencing 70% revenue growth last financial year.
Steve was voted Employee of the Year at iSelect for Financial Year 2010 / 2011 as well as being ranked the Number 2 Operations Manager globally at the 2011 Global Contact Centre World Awards.
Quote: Sometimes we forget how lucky we are to work in the Contact Centre Industry. Attending these great events, and sharing ideas with the best in the industry, keeps myself and the people I work with, continually striving for improvement. It also helps to remind the people around me how fortunate they are to work in Contact Centres and to ensure that they always strive to be the best they can be.
John Manthey National Manager Smart Centres Capability Branch Department of Human Services - Centrelink Master Program
John Manthey is the National Manager of the Smart Centres Capability Branch in the Department of Human Services Centrelink Master Program.
John joined the Department of Human Services in October 2011, leaving behind a career of 18 years with the Department of Education, Employment and Workplace Relations.
John managed the JSA Star Ratings and Employment Services Performance reporting while with the Department of Employment, Education and Workplace Relations. John has had many years experience in performance management and reporting, budgets and as an analyst in data management in the areas of Work for the Dole, NEIS, Job Placement and Harvest Labour Services.
John holds a Masters in Professional Accountancy and is a member of the CPA Australia. His career objective is to provide leadership through caring for our people and building capability to achieve results and build relationships in a flexible working environment.
Quote:By focussing on continuous improvement we can achieve accurate outcomes for customers through the provision of high quality services.
John Littleton Senior Consultant Psychologist, CommuniCorp Group & Prime Time Training
John Littleton is a registered psychologist with over 15 years experience in training and facilitation as well as clinical an counselling psychology. John has also supported a range of legal, financial, engineering and government agencies to successfully manage complex staffing issues. As a qualified trainer and as part of the Communicorp team, John makes sure he delivers practical and tangible results whilst being highly engaging, bringing a range of experience and expertise in organisational dynamics and behaviour.
John’s specialises in a wide range of workplace and professional capabilities including mental health awareness and intervention, positive and performance psychology, developing resilience, communication skills including (giving feedback, managing distressed staff, motivation and obtaining compliance) and general psychological wellbeing.
He has also provided personal coaching for increased performance strategies and breaking through barriers as well as group facilitation for managers associated with developing skills and strategies for management of difficult staff such as bullying & harassment, non-compliant behaviour and poor work performance issues.
John uses his skills and experience in clinical, counselling and organisational psychology to drive his passion of helping people perform and their best, build positive teams and enhance leaderships skills.
