Kellyanne Matthews

To assist the General Manager and Partners to assess gaps in customer service being provided to Tweed's valued clients and identify areas for improvement as the business was looking to transform its image, remodel its flagship site and reimagine being an industry leader.

• Built mutual understanding and respect between various business areas.
• Recommended improvements to customer service including new telephony system and inbound call handling processes.
• Provided competitor insights and advised on future recruiting strategies.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

Joining the team at Crosscom, another large National technology organization was a natural progression as they were undergoing a period of change and substantial growth in their local market and the scale of solution they provided was vastly different being satellite and radio.

• Key Achievements:
• Working with the National sales team to successfully create a pipeline in a market segment that was previously untouched.
• Played a key role in retaining several strategic and high-end clients.
• Trained on the processes and procedures in relation to customer engagement, database management and service delivery.
• Sold into the SMB space to Account Managed customers and worked directly with the General Manager to bring in new business.
• Personally, Account Managed a portfolio of 50 key accounts to understand what was working and identify areas for improvement.

After having thoroughly enjoyed my 2 years with TBC Fyshwick, I decided to pursue an opportunity to become a Business & Sales Manager at another Telstra TBC based in Darwin that was struggling with performance, both financially and with their Telstra partnership.

Key Achievements:

• Evolved the business from being mobile phone reseller to a true IT service provider, providing future proofing for the owners and ensuring Telstra channel recognition so that the current License Agreement would be renewed and secure for a further 5 years.
• Provided advice to the directors and the Telstra Channel Managers on all elements of the TBCs performance.
• Successfully lead a Sales team of 12 people, including the Retail Business team and a team of Business Technology Advisors.
• Rapid turnaround in successfully exceeding all Telstra target.
• Implementation of a Sales dashboard, as well as new individual and team targets to align with improving the client journey.
• Team building, coaching, instigation of professional development plans and changing the culture of the business to promote staff retention.
• Transformed customers perception of the business in the NT and grew its customer base with improved customer service, reputation and by having skilled professionals to engage B2B
• Uplift NPS (Net Promoter Score) results to levels never achieved by TBC NT before, above Telstra’s target, which resulted in increased revenue. Reaching No.1 for NPS across the whole of Australia in the TBC channel in Q1 2020.
• Tendered for an NTG Darwin City Council telephony and voice solution working with external Partner (Aria Technologies), that saw our submission shortlisted
• Telstra personally acknowledged that having someone with my experience, client outlook and commitment was a key factor in the owner's success as they had their license renewed earlier than planned.
• Represented TBTC NT at all Telstra conferences, sales events both local and interstate and attended “Telstra Vantage” by invitation only – the largest ICT expo in the southern hemisphere held in Melbourne each year

On joining TBC NT they had always ranked in the bottom 33% for customer service however within 6 months with my Business & Sales Management they were in the top 33%, ranking in the top 10 of 78 TBCs consistently and achieving number 1 in July 2018 which was formally acknowledged by Telstra.

Having been at for Signature Software for nearly 8 Years and although I enjoyed every day, the travel requirements and working remotely were having an impact on my work life balance so I decided it was time to make a change.

TBC Fyshwick was one of Signatures valued clients and as such the owners and I had great working relationship. I made a call at the right time and they were looking for a CFO/Operations Manager and someone to help them breath some life into their business and help them grow.

Key Achievements:

• Managed the ERP Package that the company used, overhauled the Chart of Accounts to give us some direct Financial reporting visibility about what income streams were delivering and where we could perhaps cut overheads
• Became the lead contact for the Telstra channel engagement, worked closely with the Sales Manager and set about the task of growing the business and transforming it to be one fit for sale by the owners who were wanting to retire
• Played a key role in improving customer service and over 2 years improved the NPS (Nett Promoter Score) results by a massive 73% (From a ranking of -13 to 60)
• Assisted the Sales Manager with Target metrics and Commission schemes designed to motivate, provide accelerators for over achievement and for diversification of the offerings
• Reduced sales staff to support staff ratio from 1:3 to 1:1 with the introduction of greater system automation, streamlined process, defined workflows, internal cross training of staff.
• Revamped the recruitment and onboarding processes.
• Implemented cost reduction initiatives and process improvements to optimize efficiency and productivity.
• Analyzed operational issues and implemented corrective action to maximize profits.
• Set and monitored effective financial policies to analyze company financial strengths and weaknesses and propose corrective actions.
• Prepared accurate financial statements at end of quarter to summarize financial health and business performance.
• Devised benchmarks to align goals and strategies with underlying financials.
• Created and deployed initiatives to outperform revenue targets and increase company value.
• Worked collaboratively with the entire team of 30, to build an agile, resilient team and business that could handle the daily challenges of being a Telstra partner and created a team culture that was outstanding and in fact incredibly special.

Having made the decision to leave Darwin as our son had moved south, meant I also had to leave CSG, which after such a long time with one employer was a big decision. I was however very fortunate and the transition was seamless. I began my next role with a team and company that was known to me, Signature Software, who had developed the ERP (Enterprize Reporting Package) Software that I had been using at CSG for the past 18 years.

Key Achievements:

• Working remotely from the ACT and travelling bi-monthly to customers sites around Australia to review business practices and use of ICE, a custom Enterprise reporting package for the Telco, Print and Managed services sectors, I built a solid reputation as a trusted advisor and business solutions architect
• My time with Signature was personally extremely rewarding and fulfilling as it also instilled confidence because I was consulting to many very reputable companies
• Created an opportunity for Signature Software to play a core role in the largest Xerox Dealer in Australia – Viatek Groups - Strategic Transformation for ICT.
• Became the Business Process Improvement team lead and core resource working directly with this client, Viatek Group for 18 months.
• Conceptually designed and obtained the first signed order for Signature Software’s Enterprise Service Agreement that provided one single charge per month for a custom suite of software services in early 2015.

My first job was in fact with a related entity of the company that was to become CSG Pty Ltd, so this is the business that I effectively grew up in and with. I was extremely lucky to join this business in their formative years and privileged at all times to undertake the variety of roles that I was able to progress through during my time from an Accounts Payable clerk to Accounts Manager, then Operations Manager and Finance Manager, undertaking many varied specialized side projects throughout my time as well.

Key Achievements:

• This was where I learnt that change is what is needed in businesses for them to keep up with technology, to stay ahead of their competitors and that becoming an industry leader takes long hours and hard work but when done well is worth every minute.
• To be part of a business that underwent incredible growth, partnered with leading brands like Telstra and Fuji Xerox was an incredible experience and in fact provided the foundation on which I have built my career in Business Management & Leadership.
• Actively involved in the merger and acquisition of several separate NT entities – Darwin Communications Centre, Xero Shop, NT Technology.
• Key involvement in the formation of CSG as a publicly listed company in 2000 and the building of customized premises in Winnellie NT and the new entities first 5-year growth phase.
• Implementation of ERP (ICE By Signature Software), Accounting and CRM software across all business units to increase automation and streamline administration.
• Took on a side project that eventually became my full-time role for the last few years before I left as the Telstra Mobile Dealer Manager when the area manager quit unexpectedly.
• Instrumental in CSG applying for and winning the NTG Tender to move 3500 GSM/CDMA mobile services back to Telstra from Optus across the whole of the NT in 2005. Subsequently, lead a team of mobile specialists across all key locations, from Darwin to Alice Springs in the rollout to all NT government staff of new mobile devices and services.
• Proudly sent to the Telstra Business Awards in SA to represent CSG when awarded Telstra Dealer of the Year in 2006 for SA/NT that was a direct result of the successful completion of the Telstra NTG tender project.