Gary MCCOURT
Adelaide,SA
Summary
Dynamic leader with extensive experience in Facilities Management and Health Orginisations specialising in digital strategy implementation and change management. I have Successfully spearheaded transformative projects that boosted operational efficiency and elevated customer satisfaction. Exceptional in cross-functional team leadership and CCaaS, My Business EGM Consulting is transitioning to work with smaller business with the hope to become a trusted partner in Small Business Growth utilising automated digital marketing strategy, AI and other technology solutions.
Overview
13
13
years of professional experience
Work History
Owner/Operator
EGM Technology Group
Adelaide, South Australia
02.2023 - Current
- Provided expert consultancy in contact centers and related software implementation.
- Managed BPO initiatives and expanded team strategies alongside key vendors.
- Developed strategies for implementing new technologies within organizations.
- Helped companies take advantage of current technology to improve business processes and productivity.
- Led digital transformation projects to improve customer experience across multiple channels.
- Partnered with senior leadership teams on strategic initiatives related to digital transformation efforts.
- Identified opportunities for innovating with digital capabilities, accelerating digital transformation.
- Coordinated with internal teams such as IT or product management teams for smooth implementation of digital marketing initiatives.
- Created project plans based on project schedules and scope to capture key milestones and deliverables.
- Conducted risk management processes to identify, analyse, and mitigate risks.
- Assisted in developing strategies to improve operational efficiency across the PMO portfolio.
Owner/Director
Not Your Average Cake Guys
North Plympton, Adelaide
10.2020 - 01.2024
- Startup boutique custom cake-making business, owned and operated as a partnership. Grew the business from a hobby to a shopfront business and dessert bar in 2 years.
- Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Developed strategic plans to increase profitability and efficiency.
- Developed and implemented successful sales strategies to meet business goals.
Senior Manager, Transformation and Capability
Community Corporate
Adelaide
05.2022 - 02.2023
- Worked in collaboration with the senior managers and CEO to define project goals and establish a timeline and plan to achieve them
- Developed and presented findings and solutions to audiences including senior executives and stakeholders
- Established project plan, workflows and RFP for CRM Implementation
- Selected Supplier and developed implementation plan
- Established framework for RAP implementation
Business Process and Change Manager (CSC)
Vivid Property Services
Adelaide
09.2021 - 05.2022
- Brought in to undertake a transformation project, including
- Design strategy and plan to transform Client Services Centre in line with Business Strategy
- Create business cases for technology, business process and innovation change
- Secure business buy in
- Source any technology changes
- Create change and implementation plans
Head of Operations Services Centre
BGIS Pty Ltd
Adelaide
04.2019 - 08.2021
- Leading a team of 60 + Helpdesk, AP and Vendor compliance officers
- Work with Account Managers, State leads and FMO to provide second to none innovative front line services to clients of BGIS
- Provide Daily, Weekly, Monthly, Quarterly and Annual reporting to clients regarding performance and innovation
- Develop leadership training and succession plans
- Manage budget of 5 million across 3 departments
- Successfully transitioned BCSC to 24/7 Operations Negotiated transition of staff to 24/7 hours
- Conducted review of pay of staff and rostered hours against award and reduced overall risk from initially an estimated 100k to less than 10K Successfully
- Transitioned Defence BSSC and AP Processing Functions to Adelaide from Sydney
- Implemented AP Automation and Front end Scanning
- Increased staff engagement from 49% to 84% over 2.5 years
- Co-Chair - BGIS RAP Committee
- Committee Member - Diversity and Inclusion Committee
- Successfully negotiated partnership with Taoundi College as part of RAP Commitments and became founding member of Industry committee to the college
- Secured 20k in funding to college over 2 years
Helpdesk & Logistics Manager
Spotless
Royal Adelaide Hospital, Adelaide
03.2017 - 03.2019
- Leading a team of 30 + Logistics officers as well as managing up to an additional 200 service staff responsible for the management of individual stock rooms around the hospital
- Work with state representatives and Logistics staff to ensure the smooth integration of the stock room management system (Arcus) and the state Inventory control system (Oracle)
- Ensure the smooth and efficient running of the Automated Goods Vehicles a fleet of 25 computerised Vehicles responsible for the delivery and return of Linen
- Implementation of new 'Safety Strategy' after a serious near miss nearly resulting in a fatality
- Strategy included new PPE requirements, Traffic Management plan, signage, Dedicated WHS coordinator, new safety equipment and new training and induction protocols
- Since safety protocols were introduced zero recordable incidents have been identified
- Develop Key changes for Mail Room for FY20, these include automation Innovations with the potential to create new lines of revenue and reduce FTE
- Taking the Mail room from a manual task into the 21st century as a digital paperless mailroom
- Delivered Key reporting changes across the stores systems, allowing improved and more transparent reporting; delivered on budget and on time for Annual reporting season
- Leading the key 24/7/365 Communications nerve centre for the facility, a key operational tool for the effective management of 15 key service lines across soft and hard fm
- Successfully incorporated the Meeting Room Setup function which was originally intended to be delivered under a separate service, bringing response compliance from 20% to 100%
- Effectively worked to implement strategies to reduce call volumes and adherence to KPI, successfully achieving month on month improvement and now consistently hitting 100% of KPI requirements for last 2 quarters
National Contact Centre Operations Manager
Spotless Services Australia
Sydney
11.2014 - 03.2017
- Responsible for the operational delivery of the Spotless National Contact Centre, New Zealand National Service Centre, and two further regional contact centres across multiple industries and sectors, including health, PPP, housing, commercial, and retail.
- Responsible for rostering and allocations across all sites and teams.
- Servicing multiple service lines, including maintenance, cleaning, and other related soft services.
- Managing multiple sites and disciplines in the contact center space, logging, and dispatching work for over 60 different contracts.
- 2016 - Project Lead - QFM (Helpdesk Platform) integration for the PPP sector for Helpdesk Services for seven major contracts.
- 2015 - Successful move of 'Password Reset' functions for the whole Spotless group - Moving the function away from the IS Service Desk and integrating it with the existing corporate function in the National Contact Centre.
- 2015 - Project Manager - Contact Centre Optimization project - Rationalization of resourcing across five key locations to ensure optimum use of existing labor resources.
- 2015 - Successfully moved part of the night shift delivery Trans-Tasman, saving an estimated $150,000 over 2 years in resourcing, and successfully transplanting knowledge to allow better BCP implementation for the Contact Centre Group.
Transition Helpdesk Manager
Spotless
Royal Adelaide Hospital, Adelaide
02.2016 - 11.2016
- Set up and implementation of a 24-hour onsite Helpdesk for the New Royal Adelaide Hospital
- Including developing reporting, training and onboarding of staff
- Forecasting projected volume and producing resourcing plans Recruitment and development of staff in preparation for Go-Live
- Developed Operating Term Documentation for PPP
- Following the successful completion of transition activities was invited to join the New Royal Adelaide team on a permanent basis
National Helpdesk Manager
Facilities First
Sydney
04.2012 - 08.2014
- Set up Facility Helpdesk for National Cleaning Company
- Developed reports to track customer satisfaction with help desk services.
- Trained new employees on support processes, procedures, and knowledge base.
- Resolved escalated customer issues promptly and efficiently.
- Identified trends in customer complaints or requests to improve service quality.
Education
MBA - Leadership Development Program
University of South Australia
Adelaide12.2021
Diploma and Advanced Diploma - Business and HR
Apex College / Bridge Business College
Sydney12.2013
Skills
- Leadership and Managment
- CCaaS & CPaaS Expertise Inc, Workforce Management
- Business process reengineering
- Project planning and execution
- Change management
- Solution Development
- Verbal and written communication
- Cross-functional team leadership
- Digital Strategy Implementation
Volunteer Experience
- State Chair Person, Auscontact Association, Adelaide, SA, 09/01/19
- Volunteer, Talk Out Loud, Adelaide, SA, 10/01/21
Professional Associations
- Auscontact, Adelaide, SA, 01/01/10
- Business Networking International (BNI), Adelaide, SA, 07/01/21
Business Owner | Director | Entrepreneur
EGM Trading Pty Ltd T/as
- EGM Technology Group
- Change Tech Business Consulting
- EGM Contact Centre Consulting
- Not Your Average Cake Guys
References
References available upon request.
Timeline
Owner/Operator
EGM Technology Group
02.2023 - Current
Senior Manager, Transformation and Capability
Community Corporate
05.2022 - 02.2023
Business Process and Change Manager (CSC)
Vivid Property Services
09.2021 - 05.2022
Owner/Director
Not Your Average Cake Guys
10.2020 - 01.2024
Head of Operations Services Centre
BGIS Pty Ltd
04.2019 - 08.2021
Helpdesk & Logistics Manager
Spotless
03.2017 - 03.2019
Transition Helpdesk Manager
Spotless
02.2016 - 11.2016
National Contact Centre Operations Manager
Spotless Services Australia
11.2014 - 03.2017
National Helpdesk Manager
Facilities First
04.2012 - 08.2014
MBA - Leadership Development Program
University of South Australia
Diploma and Advanced Diploma - Business and HR
Apex College / Bridge Business College
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