Hi, I’m
Dee Arora
Wheelers Hill,VIC
“Life is 10% what happens to you and 90% how you react to it.”
Charles R. Swindoll.
Summary
20 Years in Sales & Service Delivery
12 Years in Enterprise Level Client Engagement
9 Years in Executive Leadership
Accomplished executive with broad experience leading organizations with large customer experience, sales, support and operations teams for global corporate clients. Proven track record in engaging executive decision makers of major corporate clients, and leadership of organizational transformation projects, including within ASX listed businesses. Adept at optimizing the capacity and capability of the business via devising and executing commercial strategies for revenue growth. Having formed responsive, flexible and
customer oriented units in lean and agile environments. Valued member of the executive leadership team. An authentic leader , a lateral thinker and a challenger of status quo.
Overview
20
years of professional experience
1
Certification
Work History
Startek USA
Senior Vice President & Executive Director
10.2019 - Current
Job overview
- Inherited negative EBITDA performing geography which now generates in excess of $6Mil per annum in EBITDA
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Added in excess of $11Mil in top line revenue through organic growth
- Won new business worth $10Mil from government owned logistics business
- During pandemic, re negotiated facilities contract worth $15Mil (over 5 years) down to $11Mil for 5 years.
- Over next 5 years this $4Mil will be added straight to EBTDA. This also led to reduction in cost per seat from $529 to $388 per seat, making us more competitive during procurement of new business
- Transitioned CRM for Ambulance Victoria(AV), from Oracle to Microsoft Dynamics (MSD),leading to 70% reduction in operating expenditure for Startek whilst providing AV with more agile platform
- Complete digital transformation for energy distributor which will save them $1.6Mil annually over 6 years
Converge International
Director of Customer Experience
04.2019 - 10.2019
Job overview
- Reported to CEO and led enterprise architecture across 3 C’s of business, to improve experience across consultants (psychologist network), customers (organizations contracted to Converge) and clients (employees of customer organizations) network
- Mentored local personnel on best practices and protocols to maximize productivity.
- Evaluated business reports to build action plans to offset negative trends.
- Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction score 60%.
- Restructured client services team to improve customer and client experience which had enabled business in winning NSW police and Department of Human Services contract
- Implemented new business strategy by increasing focus on high margin products to improve gross margin committed to board
TSA Group
Group Executive - Sales & Service Delivery
05.2016 - 04.2019
Job overview
- Headhunted to lead high value client portfolio in excess of $40Mil, expanding from Telstra alone to, HCF, Australia Post and Origin in a span of 18 months and added another $25Mil in revenue to TSA portfolio
- Transformed Telstra retention performance by rebooting client experience , optimising team structure and resolving variation management issues
- Developed client account management processes to procure new business
- Created strategy for early engagement and on boarding of clients and embedding points of customization to respond to sector and end customer
- Provided training and mentoring to team members, supporting personal growth in business account and prospect engagement and facilitating consistent site visits with account executives.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
BMS Telecorp
Group Operations Manager
08.2012 - 05.2016
Job overview
- Managed growth of clients such as Energy Australia, Open Universities Australia, NSW Land and Property, Australian Hearing, News Limited
and REA - Commissioned, new 600 seat contact Centre, and established strong processes, reporting and governance to handle increased scale
- Led transition of CRM from legacy job management software to cloud based Salesforce
- Devised and implemented Quality Assurance Program, which resulted in 60% reduction of complaints Established overarching Business
Process and Knowledge Management System to create process governance - Project managed campaigns for leading corporate and government clients, which involved, delivery of IT set up and database integration and implementation of reporting frameworks
BMS Telecorp
Various Leadership Roles
08.2006 - 05.2012
Job overview
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proven ability to develop and implement creative solutions to complex problems.
- Developed and maintained courteous and effective working relationships.
- Developed strong communication and organizational skills through working on group projects.
- Resolved problems, improved operations and provided exceptional service.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Identified issues, analyzed information and provided solutions to problems.
Aviva Life Insurance
Branch Operations Manager
03.2003 - 08.2006
Job overview
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Reduced process bottlenecks by training and coaching employees (financial planners) on best practices, procedures, and performance strategies.
- Submitted insurance policies to underwriter for verification and recommendation.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Resolved various issues impacting sales management and business operations.
- Generated financial and operational reports to assist management with business strategy.
Education
La Trobe UniversityMelbourne, VIC
MBA from Business Administration And Management
11.2015
Guru Nanak Dev University (GNDU)
Master of Arts from English Language And Literature
Guru Nanak Dev University (GNDU)
Bachelor of Arts from English Literature
Skills
- Delivering Growth Targets
- Leading Digital Transformation
- Driving Transformational Change
- Executive Sponsorship
- C-Suite Executive Relations
- Contract Negotiation
- Leading Enterprise Strategy
- Corporate & Board presentations
Accomplishments
Transformation of existing Telstra Program
A large, colocated operation was struggling commercially and my initial mandate was to bring it back into profit. Change programs I led began with a turnaround of the client experience, driving up performance against SLA's such as save rate, first call resolution and sales conversions. With the fundamentals in place, I engaged
the team to transform e ffi ciency and renegotiated key elements of the contract, returning the account to
profitability.
Growing a 10 staff program to 230 staff
As a result of growing this EnergyAustralia account, business expanded and grew from a 90 seat centre to 500 seat centre. This expansion resulted in a significant
growth for the whole business.
Certification
GAICD from Australian Institute of Company Directors
Grist Sales Training
Cert IV in Financial Services
Lean Six Sigma Green Belt (Trained)
Diploma in Multimedia & Graphics
Strengths
Authentic people leadership
Process re engineering and technology skills are important, however people leadership skillsmake the unassailable difference. My fluid leadership style enables me to harness quality outcomes through others.
Breadth of perspective
Having worked across different industry verticals such as Telco, Energy, Healthcare and Financial Services, I think outside the square when problem solving and implementing changes/strategies.
Commercial Negotiation
In my role at Startek, to return the business in a state of profitability, I renegotiated 4 client contracts Westpac, Australia Post, Good Guys and Victoria University. New contracts had better commercial terms, and enabled optimum delivery of KPI’s.
Affiliations
GAICD
Mentorlist Member
References
Available upon request
Availability
See my work availability
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Available
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Timeline
Senior Vice President & Executive Director
Startek USA
10.2019 - Current
Director of Customer Experience
Converge International
04.2019 - 10.2019
Group Executive - Sales & Service Delivery
TSA Group
05.2016 - 04.2019
Group Operations Manager
BMS Telecorp
08.2012 - 05.2016
Various Leadership Roles
BMS Telecorp
08.2006 - 05.2012
Branch Operations Manager
Aviva Life Insurance
03.2003 - 08.2006
La Trobe University
MBA from Business Administration And Management
Guru Nanak Dev University (GNDU)
Master of Arts from English Language And Literature
Guru Nanak Dev University (GNDU)
Bachelor of Arts from English Literature
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