Summary
Overview
Work History
Education
Skills
Timeline
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Vicki Brown

Vicki Brown

Perth

Summary

Dynamic - energetic, highly personable and visionary. Proven leader with a track record of operational excellence and strategic visioning at Itela Communications. Spearheaded growth initiatives, enhancing brand reputation and employee satisfaction. Skilled in analytical thinking and fostering strong team relationships, demonstrated by successful partnerships and innovative market strategies. Achieved significant business expansion and cultivated a culture of continuous improvement and leadership development. A peoples person - strengths in assisting, mentoring and driving teams to achieve exceptional results.

Overview

29
29
years of professional experience

Work History

Director of Customer Care

Sinch Media
01.2022 - Current
  • Established performance metrics for the customer care team, driving accountability and consistent service delivery.
  • Managed escalated complaints efficiently, ensuring timely resolutions and maintaining positive client relationships.
  • Reduced response times by optimizing workforce scheduling and utilizing advanced call routing techniques.
  • Introduced new technologies to enhance customer experience, including chatbots, self-service portals, and mobile applications.
  • Managing 40 direct reports in the Philippines
  • Conducted regular team meetings to review performance indicators, address challenges, and celebrate successes.

Senior Manager -Industry Advisor

WA Tourism
01.2019 - 12.2021
  • Led Advocacy and Support to Tourism during Covid
  • Provided strong leadership to enhance team productivity and morale.
  • Led cross-functional Graduate teams to achieve project milestones and deliver high-quality results.
  • Mentored junior staff members for skill development and career progression within the organization.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.

CEO- Founder

Itela Communications
01.1995 - 01.2002
  • Achieved company growth by implementing strategic plans and streamlining operations.
  • Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
  • Developed key operational initiatives to drive and maintain substantial business growth.
  • Enhanced brand reputation with effective marketing campaigns and public relations efforts.
  • Created a positive work culture, resulting in increased employee satisfaction and retention rates.
  • Established new revenue streams by identifying market opportunities and launching innovative products or services.
  • Built productive relationships with industry partners and competitors to support strategic business objectives.
  • Fostered strong relationships with industry partners to expand business opportunities.
  • Delivered consistent revenue growth by identifying new markets and devising targeted expansion strategies.
  • Developed a high-performance executive team for improved productivity and efficiency.
  • Secured financing for critical projects through negotiation of favourable loan terms with financial institutions or investors.
  • Built a positive organizational culture that fostered creativity, innovation, and employee engagement.
  • Cultivated forward-thinking, inclusive, and performance-oriented business culture to lead industry in innovation and push progress.
  • Analyzed industry trends and tracked competitor activities to inform decision making.
  • Maintained P&L and shouldered corporate fiscal responsibility.
  • Devised and presented business plans and forecasts to board of directors.

Education

Graduate Diploma - Business Management

Real Institute
Perth
10.2014

University Entrance - Bursary Achieved

Nayland College
Nelson, New Zealand
1982

Skills

  • Effective Decision Making
  • Operational Excellence
  • Customer Focus
  • Strategic Visioning
  • Leadership and People Development
  • Employee Motivation and Performance
  • Management Team Leadership
  • Analytical and Critical Thinker
  • Innovative and Visionary
  • Relationship and Team Building
  • Process Improvement
  • Employee Coaching
  • Operational Analysis

Timeline

Director of Customer Care

Sinch Media
01.2022 - Current

Senior Manager -Industry Advisor

WA Tourism
01.2019 - 12.2021

CEO- Founder

Itela Communications
01.1995 - 01.2002

Graduate Diploma - Business Management

Real Institute

University Entrance - Bursary Achieved

Nayland College

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Vicki Brown