Michael Pascoe
Summary
A passion for providing the best possible customer service experience in every service interaction has been my primary driver through my working career. Regardless of whether I am dealing with an angry CEO demanding to know when communication links to their factory will be restored so they can resume production or a frustrated father wanting to know where the wine delivery is for their daughters 21st party in two days time…my approach to providing great customer service is the same…listen attentively, reassure the customer that action is being taken, deliver on your promises and keep them informed..and wherever possible…ensure that they leave the interaction with a positive outcome.
Overview
25
25
years of professional experience
Work History
Cellar Door Experience & Customer Management
Symphony Hill Wines
04.2023 - 04.2024
- Provide an exemplary tasting experience for our customers in the Cellar Door
- Recognise and convert customer opportunities for wine club/expensive wines
- Maintain the Wine Club, ie. signing up new members, managing and resolving customer queries regarding their membership (online, phone and in person)
- Each quarter, call wine club members whose scheduled transactions failed and get them in good standing again.
- Process wholesale customer orders using MYOB
Regional Service Management Lead for Nestle Group
British Telecom
06.2017 - 12.2021
- Executive Responsible for Service Management & Integration for Nestle Group across services provided by British Telecom in Australasia, Asia, Japan, Indian sub continent and Africa,
- Managed a cross cultural team of service management professionals based in Australia, India and China
- Overall responsibility for customer relationship with Nestle Regional ICT Team based in Sydney and Nestle in country management teams in 14 markets.
- Recognised as best performing zone for Nestle globally
Lead Business Consultant
British Telecom
05.2007 - 06.2017
- Provided consulting services to potential and existing BT customer around cost and efficiency optimisation opportunities.
- Successfully remediated all assigned BT customer contracts that were underperforming or at risk of termination.
- Pre Sales lead responsible for validating existing services and customer spend - customers included DHL, AIA, Fiona Stanley Hospital, Worley Parsons
- Performed IT due diligence in support of BT multinational customer investigating acquisition in Egypt
- Awarded consultant of the year in 2020
Due Diligence Manager
British Telecom
06.2005 - 05.2007
- Lead Due Diligence activities across Asia Pacific Region, validating customer communication spend and identifying opportunities for optimisation and cost savings using BT services.
Business Development Manager
British Telecom
01.2003 - 06.2005
- Identified and selected business partners in Japan, Korea, Malaysia and China for hosting BT global network facilities following demise of Concert.
- Led negotiating team and closed commercial agreements in all nominated countries.
- Received award from BT for my work on this multi year project
Commercial Engineer
Concert (BT-AT&T Joint Venture)
04.1999 - 01.2003
- Represented BT on international sub sea cable consortium
- Appointed Chair of Japan-US cable system commercial sub commitee
- Developed commercial proposals for new privately owned sub sea cable systems in Asia PAC region
Education
MBA - International Business
University of New England
Armidale, NSW03.1996
Bachelor of Commerce - Information Technology
University of Western Sydney
Sydney03.1992
Skills
- Passion for delivering exceptional customer service at all levels
- Problem Solving
- Conflict resolution
- Managing cross cultural teams across multiple geographies
- Delivering assigned projects on time
- Able to identify cross selling/upselling opportunities with new and existing customers
- Attention to detail (due diligence)
- Highly developed negotiation skills
- Proficient and confident public speaker
- Procurement
- Able to interface at all levels of an organisation from CEO to lower level staff
Timeline
Cellar Door Experience & Customer Management
Symphony Hill Wines
04.2023 - 04.2024
Regional Service Management Lead for Nestle Group
British Telecom
06.2017 - 12.2021
Lead Business Consultant
British Telecom
05.2007 - 06.2017
Due Diligence Manager
British Telecom
06.2005 - 05.2007
Business Development Manager
British Telecom
01.2003 - 06.2005
Commercial Engineer
Concert (BT-AT&T Joint Venture)
04.1999 - 01.2003
MBA - International Business
University of New England
Bachelor of Commerce - Information Technology
University of Western Sydney
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