Sean has over 28 years experience in the
ICT and Contact Centre industries, including over 18 years’ experience as a
senior executive in contact centre technology providers. Sean has managed and
implemented contact centre programs that include internal process improvement,
operational effectiveness, service improvement and technology selection
projects.
Sean is the Director responsible for the
development of our Business Portfolio. The Competitive Edge offer is a leading
example of a business offer
Sean has as practical understanding of how
Contact Centres embrace process to drive Information Technology in today’s
complex business environment. He has gained this experience through over two
decades of implementing business solutions within contact centres across
Australia and Asia. He has an extensive and comprehensive knowledge of contact
centre strategy, solution design, technology, project development, implementation
and governance.
His experience was further strengthened
though his involvement in the premier Contact Centre Industry association, the
ATA. He held the position of Chairperson of the Victorian chapter in 2002/2003
before joining the Board of Directors later that year. Having been elected to
serve on the ATA’s Board continuously since 2003, he has held positions such as
Treasurer and chair of the ATA’s Strategic Sub-Committee. Sean guided the ATA
through a merger with the CCMA, creating a single industry body, the Auscontact
Association. Sean was awarded life membership status in December 2013. In 2016
Sean was elected into the role of Chairman of the board for Auscontact
Association.
Through this association with industry
bodies he has assisted the Victorian government to present Australia and
Victoria to international contact centres looking to establish themselves
within Australian shores. He also assisted the Victorian Government by leading
a trade mission to the USA in the capacity of auspice body promoting Victoria
as the Asian centre of service excellence for contact centres.
Sean has worked extensively as a consultant
assisting contact centres in the adoption of technology to solve business
problems. Key to the engagements has been the development of business cases
that deliver operational efficiencies through consolidation and technology
re-platforming.
Sean has a keen interest in transformation
through performance optimisation. In one assignment he led the development,
planning and management of a contact centre process redesign project,
delivering in excess of 130 new processes to meet new and emerging business
needs. This program was undertaken
whilst managing a project design team of over 30 contact centre professionals.
Sean has also delivered projects focusing
on technology selection.
Major
Australian workplace relations and Industry organisation: led an assignment to review and determine the technology
requirements of a highly technical contact centre focusing on Industry awards,
Human resource management and development. This project encompassed strategic
business requirements analysis, and assessment of the company’s business and IT
capabilities, technology infrastructure and governance. The outcome from this
project was a comprehensive RFP resulting in the successful implementation of
contact centre solution delivering against the organisations tactical and
strategic requirements.
Major
Australian Bank: Led a team of developers to build
and deploy an Interactive Response Solution that delivered on the integration
needs across a wide range of technology platforms. This assignment also
required the introduction of a new and emerging CTI platform to support the
integration requirements across multiple contact centres, locations and
countries.
Major
Australian Insurance: undertook an assignment to
develop a strategy for the placement of a contact centre within Victoria based
on environmental and socio economic analysis of the target areas to reduce the
effect of attrition while supporting the natural and planned growth of the
organisation.
Australian
Logistics company: Led a team of contact centre
professionals to successfully develop a business case to consolidate 700 FTE
across 5 centres into a consolidated centre of excellence across two disparate
locations. Sean was further engaged to lead a team of 30 professionals to
redesign business processes to support the implementation of the new business
model. This assignment spanned eight months and delivered a new and efficient
centre of excellence capability. In Addition, Sean also consulted to the
technology infrastructure groups throughout the engagement to aid the
implementation of the technology platform.
Finance and General Insurance, Utilities,
Retail, Banking, Travel and Tourism, ICT, Hospitality ,HR, Manufacturing,
Media, Local and State Government,
Check out the incredible speaker line-up to see who will be joining Sean.
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