Sajan Peter B.Sc Masters ICT Mgt 6SigmaGB

Experience

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  GE Capital

  Jan 2002 - Jan 2004

  • Process Developer

    May 2003 - Jan 2004

  • Process Associate

    Jan 2002 - May 2003
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  Contact 1-2-1

  Mar 2006 - May 2006

  Sales Manager
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  Kidney Health Australia

  Apr 2008 - May 2015

  responsible for managing daily operations of outsourcing business (contact centre services) for Kidney health Australia whilst continuing to manage and develop its technology.• Direct report to the GM • Responsible for overall management of the outsourcing arm of Kidney Health Australia• liaison for NFP's and commercial clients • Responsible for contracts negotiation, creation and management• Responsible for SLA’s• Provide Consulting services to charities, BPO’s and contact centres• Setting and managing monthly P&L and forecaster.• Manage and oversee the call centres WFM i.e. Forecasting, scheduling, tracking, monitoring, and reporting the daily/monthly call centre statistics eg. call centre volumes, full time, part time & agency employee's, schedule adherence, and service level achievement.• Reporting and Analysis - Develop, implement then provide oversight on all Call Centre reporting – Centre, Campaign, Team and Agent• Quality Assurance Manager – Responsible for monitoring quality data management system to compile and track performance at both team and campaign level.• Responsible for Team Leader Training, Mentoring, and performance appraisals.• IT and IS vendor Manager• Process Improvement - Manage and facilitate process improvement across all areas of KHA, as directed by the Commercial Operations GM, and in line with the Commercial Operations business plan Show less

  • Business Operations and Technology Manager

    Jan 2011 - May 2015

  • Call Centre Technology Specialist

    Apr 2008 - Dec 2010
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  William Demant

  Jun 2015 - May 2018

  Operations Manager CC ANZ

  The William Demant Group is a leading international hearing health care company which develops, manufactures and sells products and equipment designed to aid people with hearing loss in their individual communication. Focus areas are: Hearing Devices, Diagnostic Instruments and Personal Communication. The group operates in a global market with own companies in more than 30 countries, a total staff of over 12,000 employees and revenues over DKK 12 billion. I work in Pacific Retail Solutions which is the identity for the internal service organization in William Demant. Pacific Retail Solutions performs a numbers of functions that cut across businesses, including : Retail Operations, Customer Service, sales and Marketing. Show less

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  Public Trustee

  Jun 2018 - Jul 2018

  Contract - Six Sigma Business Improvement Consultant

  The office of the Public Trustee was established in 1881 and is constituted under the provisions of the Public Trustee Act 1995. The role of the Public Trustee is to provide all South Australians with access to Will making services, POA preparation and deceased estate and Trust administration. Public Trustee is a separate agency within the broader departmental organization of the Attorney Generals' Department.I was employed by PT as a Six Sigma Consultant to provide recommendations on Business process improvement and re-engineering. Show less

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  Department of Planning, Transport and Infrastructure (DPTI)

  Jul 2018 - Dec 2019

  Senior Manager- Projects
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  Optus

  Dec 2019 - Oct 2022

  Associate Director - SMB Care Operations

  Reporting to the Head of SMB, the role sits as a key member of the SMB senior leadership team. AD is expected to take accountability for all service operations initiatives. This role supports the largest team in SMB and is tasked with driving customer centricity through the delivery of best in class customer care and onboarding of products and services.

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  Spacetel Technologies

  May 2022 - now

  Founder and CEO

  Spacetel is accredited Optus partner across Mobility, Fixed lines and Data and ICT. We are uniquely positioned to provide peerless level of service to our customers whether it be on-site, at our offices or remote.We take a holistic approach to technology enabling businesses to incorporate a myriad of solutions.

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  Optus Business Centre Adelaide North

  Oct 2022 - now

  Owner/Managing Director

  Your local Optus Business Centre, providing tailored telco and ICT solutions to Micro, Small and Medium enterprises (MSME)