Platinum Outsourcing

On a mission to help Australian businesses get easy access to remote teams.

We are a co-sourcing business process outsourcing provider; exclusively supporting Australian businesses. We have client partners of all shapes and sizes from microbusiness, SME, MNC and ASX listed companies. 

As COO, I lead a team of 175+ FTE, and have executive responsibility for all aspects of our business (finance, HR, marketing/customer success, & ops), across the Philippines, Indonesia and onshore here in Australia. 

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Chief Operating Officer

Glen Dimplex

Reporting to the CEO, I led the aftersales support business unit of the Glen Dimplex Australia business for main domestic appliance brands. Continuation of role from McPhersons post acquisition. 

Customer care and spare parts contact centre, spare parts planning, purchasing and distribution, field service & technical team, and back office functions. My teams were responsible for 220,000 customer interactions annually, across 8 brands, in a multi channel environment. 45 reports, including outsourced headcount.

Achievements and Projects:

- Led and oversaw integration of GDA brands into existing HAPL (subsidiary of ASX McPhersons Consumer Goods) aftersales infrastructure post acquisition 

- Took Euromaid and Baumatic brands from last place in Harvey Norman Commercial customer service supplier ranking, to consistently placing in top 3 suppliers, out ranking brands that are positioned in higher segment of the market on price
 
- Project Manager, Project Union; consolidation of two GDA facilities, including distribution centre, contact centre and back office. Significant change elements, including divisional restructure. The project delivered significant and ongoing positive cash flow ($mills)

General Manager | Aftersales Support 

McPherson's Consumer Products Pty Ltd

Role was within Home Appliances, a wholly owned subsidiary of ASX listed, McPhersons.

*Home Appliances was divested by parent company, ASX listed McPhersons on 1 March 2018. Glen Dimplex Australia took ownership on this date.  I was part of the team that led the divestment and subsequent integration project.

Executive leadership role, reporting to the CEO. Full strategic and P&L responsibility. The aftersales support business unit encompasses contact centres, spare parts purchasing, planning, distribution centre and retail business, field service and support, accounts receivable and payable and T2 refurbishment. 

Home Appliances Aftersales Support was a business within a business (separate P&L) and operated as a satellite facility (in Melbourne), separate from Home Appliances Group headquarters in Sydney. 

Approx. 40 reports + an outsourcing operation in Asia, managing approx. 200k interactions annually. 

Achievements:

- 9% reduction in warranty cost FY16 vs FY18 
- 50% increase in contribution margin FY16 vs. FY17 through introduction of loyalty warranty program, technician incentive and spare part supply chain efficiencies 
- Outsource of non-value add activities to overseas partner, reinvested savings back into customer facing headcount
- Various lean and IT infrastructure projects across  contact centre, supply chain and field service 
- Facilitated a restructure of the leadership team, ensuring continuity of leadership and structure to support scale 
- Development and implementation of division wide reward, recognition and performance management framework

General Manager | Aftersales Support

BSH Home Appliances Group

Reporting to the Director of Service, within BSH a wholly owned subsidiary of Robert Bosch.

Responsible for the Field Service Support function of Customer Service (Technical Support and Spare Parts teams, Major Technical Specialist, AR&AP). My teams supported 350+ internal and external technicians across 4 brands (Bosch, Siemens, Neff & Gaggenau). I was also responsible for the ongoing management of a significant global product recall within AU.

Manager | Field Service Support

Reporting to the Field Service Manager, within BSH a wholly owned subsidiary of Robert Bosch.

Led the Australian BSH Technical Service support team, whom provided support to a national service agent network comprising of some 350+ authorised workshops and field engineers, responsible for the servicing of Bosch, Siemens, Neff and Gaggenau products. I was also responsible for the ongoing management of a significant global product recall within AU.

Supervisor | Technical Service

Loewe Technology

Reporting to the Managing Director.

Overall responsible for the Aftersales Support function. This included the support of the Loewe UK dealer network, consisting of 200 Loewe stores, independent retailers, concessions (Harrods & Selfridges), custom installers, and technical superstores such as Dixons & Curry's.

Spent time in Kronach, Germany at our manufacturing and R&D facility.

Head of Customer Service | UK

Currently focused on leading and scaling Platinum Outsourcing, which I co-own alongside my business partner, Tim. We are a business process outsourcing company based out of two locations in SE Asia. We are on a mission to be the #1 destination for Australian businesses seeking to build remote teams.

When I am not at home, you'll find me in the Philippines and Indonesia working alongside my talented team.

Specialties: strategy, senior leadership and labor relations (in both Australia & SE Asia), fiscal leadership, FP&A, BPO.

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