Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Mike Adams

Sydney,New South Wales

Summary

“Dynamic and accomplished leader with a proven track record of strategic planning, building teams, scaling capability, delivering operational excellence and fostering collaborative cultures. Demonstrated expertise in driving service innovation, enhancing customer experience, and generating substantial revenue growth. With profound skills in strategic planning, customer management, and operational optimization, and a personal style that thrives in seamless transitioning between diverse business priorities. I enjoy stakeholder collaboration and have extensive experience in engaging with customers, government entities, suppliers, founders, and C-level”

Overview

16
16
years of professional experience

Work History

EXECUTIVE CONSULTANT

01.2021 - Current
  • Clients include a leading Emergency Telehealth provider, Health & Wellness owner-operated business, Allied Health provider with national branch structure
  • Collaborated with business owners to develop growth strategies and enhance customer experience
  • Reduced operational costs by over 25% and improved customer satisfaction through restructuring processes and establishing key performance indicators
  • Led a transformational change program resulting in a 30% increase in gross margin for a leading emergency telehealth provider.

CEO

PEAKBOUND FINANCIAL SERVICES
01.2009 - 01.2020
  • Financial Services provider with services encompassing 24x7 Omni-channel contact centre services, Compliance Management, Data Analytics, VOC/NPS/Conversational Analytics, QA, Direct Sales, Operational Fulfilment, Innovation Design and Deploy
  • Founder of Peakbound Services, overseeing business strategy development, operational execution, and revenue growth
  • Led a team of over 500 employees, achieving recognition in the BRW Fast 100 and managing major clients including Federal and State Government, Virgin Money, NRMA, Westpac, NAB, ANZ, and others
  • Established best practices in client engagement and retention, building a culture of collaboration and accountability
  • Led the innovation across process and CX across hundreds of client programs.

GROUP CEO

FINANCIAL ADVICE CENTRE & CUSTOMCALL
  • I commenced as General Manager and was subsequently appointed to the CEO role of this BPO & CX Services leader by the Board and Founders, with clients across in Financial Services
  • Transformed business and led growth strategies, sales pipeline, operational and contact centre processes, increasing revenue from $12m to over $100m
  • Led Audit Committee, Risk Management Committee, Compliance Committee, and key contract negotiations
  • Implemented change programs enhancing strategy, performance management, processes, and CRM systems, increasing margins by 25%
  • Cultivated a high-performance culture, reducing attrition by over 40%, achieving 95% client retention.

GENERAL MANAGER OPERATIONS

GIO AUSTRALIA LIMITED
  • Led CitiPhone teams in Australia and New Zealand, dramatically improving performance from 22nd to 2nd out of 24 centres across Asia Pac
  • Built and led contact centre and customer service functional teams supporting Citi Group.

HEAD OF CITIPHONE BANKING (AUST & NZ)

CITIBANK AUSTRALIA
  • Led CitiPhone teams in Australia and New Zealand, dramatically improving performance across all operational metrics, resulting in Aust and NZ teams performance (measured across Asia Pac Regional Centres) across all Citi) improving from 22nd to 2nd out of 24 centres
  • Built and led contact centre and customer service shared service teams supporting Citi Group.

Education

MBA - Strategy and Leadership

Australian Graduate School of Management

Bacelor of Business - Finance and Marketing

University of Technology, Sydney

Skills

  • Business Strategy
  • Operational Excellence
  • Revenue Growth Strategies
  • Collaborative & Accountable Cultures
  • Client Engagement & Retention
  • Stakeholder Collaboration & Management

INDUSTRY ADVOCACY

  • Chairman, Executive Council

ASSOCIATION FOR MARKETING AND ADVERTISING (ADMA)

  • Industry Representative, Service & Call Centres

STATE & REGIONAL DEVELOPMENT NSW STATE GOVT

Websites

Timeline

EXECUTIVE CONSULTANT

01.2021 - Current

CEO

PEAKBOUND FINANCIAL SERVICES
01.2009 - 01.2020

GROUP CEO

FINANCIAL ADVICE CENTRE & CUSTOMCALL

GENERAL MANAGER OPERATIONS

GIO AUSTRALIA LIMITED

HEAD OF CITIPHONE BANKING (AUST & NZ)

CITIBANK AUSTRALIA

MBA - Strategy and Leadership

Australian Graduate School of Management

Bacelor of Business - Finance and Marketing

University of Technology, Sydney

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Mike Adams