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- 1. Mr. Sohan David 37Stringybark Place, Alfords Point NSW 2234 Email: david@tbservices.com.au Phone: 0423408551 CONSULTANT SUMMARY Educations To be completed in 2012 Royal Melbourne Institute of Technology (RIMT) Open University Master of Business Administration (MBA) 2002 Australian Securities and Investment Commissions Diploma in Financial Markets 1995 University of Technology, Sydney Bachelor of Art (Architecture) Courses and Training 2009 - Management Essentials - Australian Institute of Management 2009 - Project Management - Australian Institute of Management 2008 – Business Management Essential 2002 – Investment Markets (ASIC) Interest Ancient history, cooking and sports Career Outline News Digital Media (True Local) Sep 2008 to date Operations Manager Tactical Business Services Nov 2004 to Sep 2008 Call Centre Manager Platinum Asset Management Aug 1999 to Nov 2004 Client Services and Back Office Operations MMI / Allianz March 1996 to Aug 1999 Senior Client Services & Scheduling Hilton International April 1992 to Feb 1996 Floor supervisor / Department Trainer Management Style (Belbin) – Plant & Implementer Resume of Sohan David Page 1
- 2. Mr. Sohan David 37Stringybark Place, Alfords Point NSW 2234 Email: david@tbservices.com.au Phone: 0423408551 CAREER HISTORY September 2008 to Present News Digital Media (True Local), Sydney, Australia Online business directory that obtains customers via direct telemarketing and through various internal and external sale avenues Sales Strategy and Operations Manager (Product, Systems & Process) Sales Strategy (Sale Compensation) Work with CEO and GM sales set annual budgets and design sales strategy Identify key sales matrix and implement strategies (up sell, win backs and revenue protection) Manage compensation budget of over $1.3 million. Negotiate with SLT and implement and manage the compensation plans Restructure of New Sales Compensation Model – restructure compensation plan to reward sales without adverse effect on budget. The success of this plan resulted in 4$% revenue gain with no effect to budget Account management model to reward sale behavior (“Gatherers” oppose to “hunters”) Behavior driven plans – workshops to identify and rewards sales behavior over and beyond the compensation plan Key Achievements – Compensation Plans • Revenue Uptake - the compensation plan resulted in where sale revenue increased by 32% • Accounts Management Model - The function of this compensation plan was designed in such a way that the company can select a specific area and focus on this area for success (i.e. greater weighting on Retention than sales). There was an 18% improvement on cancellations due to retention practices. Business Process Management Define reporting definitions and Centralise reporting channels Introduced governance & Documentation to the administration and cross functional teams Ongoing project team to identify process gaps Introduced a series of sales and operational tools Engage system service providers to align systems with procedures Introduce new products responsible for over 40% of organisations revenue. Key Achievements: Introduced a range of products –These products increased revenue by 65% Improved team productivity by 65% by introducing process and system changes Introduction of the process governance and training systems Introduced a real time sale reporting structure across the organisations Business Systems Management (CRM) Define CRM functionality and develop documentation of support & manage vendor relationships Outline data integrity and data exclusion business rules and conduct audits Engage customers by encouraging upload and sharing activities shortly after initial purchases Migrate customers from lower to higher value market baskets and segments Development and management of CRM logs Development of application to identify impact on system changes Central depository for system change implementation Drive trial and penetration of target products with a series of User Acceptance Testing. Resume of Sohan David Page 2
- 3. Mr. Sohan David 37Stringybark Place, Alfords Point NSW 2234 Email: david@tbservices.com.au Phone: 0423408551 Key Achievements: Implemented of workflow system - improved the time of process from 48 to inside 2 hours. Introduced new sales tools Customer Service Team Management Redefined team expectations and created team road map Redefined KPI’s and team blending for variety and staff risk mitigation Ensuring that service levels were in line with legislative requirements Manage team tasks and team project management Create incentives and staff development programs Recruiting for specific roles or general roles Implementing the operational procedure for managing customer services Key Achievements: • Directed the customer service team from an unknown entity one that directs company • Reformation of service types and structured SLA of 48 hours. 95% of SLA was met inside 24 hours. • Introduced contact service levels. Moved for 65% answer service level to 94% within 3 weeks November 2004 to September 2008 Tactical Business Service, Sydney, Australia Back office and sale lead generation for SME. Co-Founder, Call Centre Manager Internal Sale Channel & Operations Management • Set budgets, targets and call forecasting • Manage operational financial budgets • Delegation authority for operational sign off (recruitment, cap ex and system integration) • Stakeholder and vendor relationships management • Design sale campaigns • Design and manage incentive schemes • Negotiate with third party service providers • Develop and manage key matrix reporting • Develop induction and training collateral • Sign off on communication and marketing collateral • Conduct training and staff development seminars • Define business objectives and integration solutions External Sale Channel Management • Engage with business partners and customers to develop sale strategies • Advise of executions strategies • Manage relationships with master franchisors and franchises • Conduct market segmentation and sale transformation methodology • Negotiate with third party service providers Key Achievements • Develop TBS to a company that turned over under $15m p.a. • Responsible for franchises increasing revenue up to $2 m p.a Resume of Sohan David Page 3
- 4. Mr. Sohan David 37Stringybark Place, Alfords Point NSW 2234 Email: david@tbservices.com.au Phone: 0423408551 Aug 1999 to Nov 2004 Platinum Asset Management, Sydney, Australia Sydney based Boutique Fund manager dealing in international equities and gearing Client Services and Back Office Operations Responsibilities • Accountable for all retail investors (A$7m) and supporting wholesale and institutional investors’ service and reporting requirements. • Formulated a customer contact strategy and developed a Business Intelligence Customer segmentation strategy while ensuring the successful implementation of customer management tool that captured the BI learning. • Generated series of operational reporting structures allowing investors and stakeholders understand the nature of business. • Develop internal tools to measure the leads and its conversion Key Achievements • Within 6 months, I help develop process and systems to manage and monitor procedures • Work with CFO to manage all fund reporting that was used for internal and external communications (APRA, AXS, ASIC) March 1996 to Aug 1999 MMI / Allianz leading personal and business insurer Senior Client Services Responsible for managing the day to day requirements of SME, corporate and private customers Key Achievements: • Employee of the month Jan 1997 and June 1998 • Record for most sales 21 sales in a day • Selected to manage new incentive (MMI workers compensation and Green slips) Complete descriptions of responsibilities, achievement and accomplished projects as well as list of referees will be available on request. _________________________________________________________________________________________ Resume of Sohan David Page 4