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Company
General Manager
SUMMARY EMPLOYMENT HISTORY
Years
2010 2008 2006 2005 2004 2002 2001 2000 1997 -
2011
2010
2008
2005
2005
2004
2002
2001
1999
Company
Company
Company
Company
Company
Company B
Company B
Company B
Company B
Company c
Position
GM, Customer Services
Head of Customer Sales & Services
Head of Sales
Head of Business Segment
Commercial Manager
Regulatory Manager
Strategic Alliance Manager
Project Manager
Marketing Manager
ACHIEVEMENTS
Established new channel for COMPANY at deregulation of … energy market. Gross margin attributed to
Strategic Alliances exceeded $x.xM and aggregation sales accounted for x.x% of the large business GM.
Lead ‘long unbilled’ Project that generated an additional $xxM of revenue from customers, previously un-billable
due to meter data mapping issues.
Grew Company’s market share and improved profitability in the Industrial and Commercial market.
years customer numbers tripled from x,000 to x,000 and Revenue grew from $xxxM to $xxxM.
Over 4
Consistently meeting or exceeding performance targets for customer service, sales & retention. In 2010 whilst
leading xxx Customer Services employees servicing x.xM customers, Company won the …. Award for most
satisfied customers in SA and achieved x Star rating in Victoria.
In 2010 lead Company contact centres achieving xxx,000 customer acquisitions, up-selling to xx,000 customers
and retaining xx,000 customers.
PROFESSIONAL PROFILE
Senior Manager with sound leadership and strategic business skills in Marketing, Sales, Customer Service and
Business Operations, supported by significant experience in Retail energy market environments.
US Energy market experience in strategic planning, establishing key alliances and developing new Business to
Business channels.
Committed to continual improvement of business performance and achieving a positive and differentiated
customer experience at all customer contact points with the business.
Strong focus on building highly effective teams, developing employee’s capabilities and creating an
environment where innovation and personal contribution is encouraged.
Commercial contract negotiations undertaken at senior level with major suppliers, customers, energy
distributors, energy regulators and State Government Departments.
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EMPLOYMENT HISTORY
June 2010 - Present
Company
General Manager

Responsible for leading xxx Customer Services employees servicing 1.xM customers, acquiring 2xx,000 new
customers, up-selling to xx,000 customers and retaining 55,000 customers.

Managed all of Company’s Customer Contact Centres including Customer Service, New Business & Sales, New
Premises, Customer Save and a Solar Solutions Team.

Managed Development & Support areas including Workforce Planning, Training, Quality Assessment,
Communications and Process Improvement.

Financial management of $xxM Opex budget and business sponsor of Capital IS projects including contact
centre telephony upgrade.

Member of Retail Leadership team responsible for operational delivery against Business Plan and for
developing the strategic direction for the Retail Business Unit.

Improved Customer Experience through increased focus on service levels, developing employee competency
and enabling the Customer Services organisation to deliver different market segments needs.

Negotiated Enterprise Bargaining Agreement (EBA) across Customer Sales & Services Business Unit resulting
in increased operational flexibility and lower than targeted salary expenditure.
May 2008 – Jun 2010
Company
Head of Customer Sales & Services

Head of Company Sales & Services Department leading internal and external field sales, telemarketing,
Business Development, Strategic Alliances and contestable energy sales to large electricity and gas consumers.

Project lead of Company Long Unbilled project, a data mapping initiative requiring system solution
identification and coordination with multiple suppliers. Project recovered $1xM of previously un-billable
revenue.

Restructured Company’s Customer Contact Centres to focus on improving customer service capacity.
Delivered improved business efficiencies, greater employee engagement and increased operational flexibility.

Management of Customer Relations & Welfare teams – managing escalated customer complaints, customers
with financial hardship and managed relationship with advocacy groups and energy Ombudsman’s schemes.
Jan 2006 – May 2008
Company
Head of Sales

Head of Company Sales Department that increased market share and profitability of market segments via
internal and external field sales, telemarketing, Business Development, Strategic Alliances and contestable
energy sales to large electricity and gas consumers.

Company project lead on the …. Industry Steering Committee.

Responsible for the achievement of sales and retention targets across all Business and Residential markets.

Vendor and alliance management of external sales channels and strategic indirect channels including partners
in the telecommunication, sustainability, financial, insurance and hospitality industries.

Responsible for Company’s Business Energy Sales Team that provides Account Management and sales to large
electricity and gas customers across Australia.

Lead negotiations to establish new sales provider and renegotiated contracts with existing providers that
delivered 10% cost savings and improved service and market compliance.
Apr 2005 – Dec 2005
Company
Head of Business Segment

Responsible for the development and implementation of Marketing and Sales strategies for all Business
Customer segments – Mass Business, Small Medium Enterprise (SME) and large electricity and gas contestable
markets.

Development and delivery of Business Plans to achieve sales and retention targets of Company’s Business
Segments.

Increased average profitability of contestable customer contracts and increased the average length of
contestable energy contracts negotiated.

Established successful Account Management structure for servicing and negotiating energy contracts with
Industrial & Commercial customers.
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Apr 2004 – Mar 2005
COMPANY
Commercial Manager, Retail

Lead team responsible for contract negotiation and contract management across the Retail Business Unit.

Facilitated Retail’s Risk Management program.

Management of Retail’s compliance program and regulatory audit programs.
May 2002 – Mar 2004 COMPANY Australia
Regulatory Manager, South Australia

Lead COMPANY’s advocacy program with .. Government and Regulatory Authorities to lobby for legislative and
code changes to support COMPANY’s South Australian market entry. Contributed to a regulatory framework in
South Australia that allowed COMPANY’s market entry to leverage existing systems and processes.

Senior COMPANY representative on industry forums and Government committees that facilitated deregulation
of South Australian electricity & gas markets.
Jan 2001 – Apr 2002
COMPANY Energy
Strategic Alliance Manager

Responsible for the development and implementation of third party sales channel strategies for the Large
Business Market division of COMPANY.

Managed COMPANY …s pricing and service proposal responses to aggregators and large business customer’s
representatives.

Negotiated multiple alliance agreements between COMPANY … and external market participants.

Lead a review of IT system capabilities to establish Business requirements to support COMPANY’s operational
aggregation requirements.

Over 12,000 large business customer sites secured throughout Texas.
Feb 2000 – Dec 2000
COMPANY Australia
Project Manager

Retail Project Manager for COMPANY’s preparation for deregulation of Victoria’s electricity market.

Organisational functions within the project included Marketing & Sales, Retail Operations, Process
Improvement, Forecasting & Pricing, Legal & Regulatory and IT System development.
Sep 1999 - Feb 2000 COMPANY Australia
Channel Manager

Managed the development and implementation of sales strategies for electricity and gas contestable markets.

Development and management of sales channels including direct sales, direct marketing, telemarketing and
third party agreements
1997 – 1999
COMPANY Energy
Marketing Manager

Managed the development of electricity contestable marketing strategies.

Developed and implemented energy products, pricing and services.

Managed sales and communication channels to existing customers and prospects.
QUALIFICATIONS & EDUCATION
Monash University (19..-19..)
Bachelor of .. : Major …..
Monash University (20..-20..)
Master of .. : Major …..
REFERENCES
Available upon request.
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