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Meet the BBB People -

Each of the BBB Advisory consultants have come together by way of sharing a common set of values in the workplace...

Generous with our knowledge  -  Partner with Integrity  -  Investigate without Judgement  -  

Genuine and Credible  -  Trust & Respectful  -  Connections are the Key


 
' Lyn worked with us in partnership, and her approach to ensuring success was to involve us leaders in a way that inspired empowerment and action, rather than just 'telling' us what needed to be done.  This meant we came up with the path forward ourselves, under her guidance, and I think we were more successful because of that... '
 
TEAM LEADER - FLIGHT CENTRE
 

The BBB team are based Australia wide, and operate in each state both face to face and virtually.

 

LYN TREWENACK - DIRECTOR

Lyn is our national consulting director and is recognised globally as a passionate thought-leader in customer experience delivery. With over 25 years in the industry, Lyn has managed large and complex customer facing operations across wide range of industry sectors including banking, insurance and telecommunications and the outsourcing sector.

She has used that operational experience and strong project management skills to establish award winning Contact Centres and manage customer focused business transformations in existing operations. Lyn is respected as a proven leader and trusted mentor with a track record in creating sustainable outcomes.

Lyn has worked with some of the world’s leading brands including Virgin and Citibank , respected Australian brands including Westpac and Suncorp and with a range of Government bodies. A sought after presenter, Lyn has outstanding conceptual and analytical skills and unparalleled energy and passion for the effective operation of customer facing channels.

She brings a rigour and robustness to her project management, a capability to understand and interpret the direction of the customer contact industry and continues to influence the strategic direction of that industry.

 

Leanne robinson - associate director

Leanne’s strength in taking teams and organisations on a journey of business transformation, is successfully demonstrated over a lengthy career of managing and establishing award winning Contact Centres.  A dynamic and passionate communicator, she also has experience in recruitment, training and high performance coaching - engaging with leaders and front line staff through times of cultural and operational change.

Leanne has a broad and vast experience in managing complex customer facing operations, having worked across the higher education, financial services, manufacturing, automotive and telecommunications industries.  With her strong expertise in business process improvement and hands on operational experience, Leanne has been instrumental in assisting organisations to achieve significant improvements in customer satisfaction, sales, productivity and employee engagement.

She has successfully managed a range of projects including creating, designing, and operationally deploying new technology knowledge management systems, omni-channel Contact Centre solutions, CRM, internet banking and self-service portals.

 

DANIEL PANOZZO

With experience in customer facing team leadership roles, Daniel progressed to finding his passion in managing and engaging teams to design and implement significant change projects.  Receiving many internal awards and recognition for delivering change projects on time and meeting outcome expectations (as well as for his team leadership skills), Daniel is highly respected as an engaging change management practitioner and people leader.

Daniel is also regarded as a naturally influential communicator and presenter regularly delivering training and facilitated discussion pieces across capability building, people management and cultural change within the corporate environment. Coupled with his focus on effective leadership and employee engagement he has demonstrated impressive stakeholder and vendor management both locally and internationally.

Relying on a solid background of change and process improvement fundamentals including Prosci Change Management methodology and Lean Six Sigma principles, and incorporating this with years of experience in leadership development and people management, results in a powerful capability to construct and implement effective and sustainable change and innovation.

 

TRISHA PRINT

Trisha has over 20yrs experience in workplace training and development, business growth and efficiency, and improving customer experiences. She partners with business leaders and turns attention to strategy implementation at the operational, customer effort, leadership capability and process efficiency levels - "...I close the gap commonly found between business leaders knowing what needs to happen in their business, and the challenges often associated with how it can happen".

Trish has a continuous improvement and workplace training background, and as a business leader herself, has not only driven business growth for small and large companies, she has also identified and developed leaders for succession planning, and designed and delivered numerous soft and technical skills programs and pathways that leave a legacy of continuous growth with her clients. 

She has real success in operational efficiency through review and change methodology, in strengthening leadership ability in organisations, and creating customer quality frameworks that dramatically improve both customer experiences and employee engagement alike. 

Trish is recognised as a highly engaging coach, facilitator and assessor in the classroom and online eLearning platforms. She brings a creative people and customer focused approach to her training programs, and to business analysis and improvement, and uses her experiences to work with leaders and frontline managers to accomplish successful and sustainable growth, increased employee engagement and a culture of customer excellence.

 

 
 
 
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HELEN ALI-HAAPALA

Helen is a business growth and personal development professional. Helen helps a business grow by engaging and developing the people to deliver successful and sustainable business change. Her strength in working with c-level executives to change themselves, as well as their businesses, has been widely recognised across APAC.

Based on Helen’s extensive consulting experiences in leading restructuring firms in Sydney and Brisbane,  she knows that any business that disconnects culture from strategy is putting their success at risk.

Helen is well versed in the practices of the business world and has witnessed the challenges and difficulties experienced by business owners and employees alike. Much of the stress could have been alleviated utilising a range of techniques that have been evidenced to increase a person’s ability to successfully navigate day to day challenges.

 

 

 
 
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STEVE MITCHINSON - FOUNDER, ADVISOR

Steve is the founder of BBB Advisory and is a customer management optimisation and strategy expert with over 25 years experience advising a wide range of blue chip enterprises and government agencies across Australia. Steve is recognised as a thought leader in change management and organisational change having pioneered and delivered many innovative and effective strategies across a wide range of industries and sectors.

He has developed and delivered successful outcomes across all aspects of the customer lifecycle - acquisition, management, retention and  growth - and across all channels.  Steve has developed a proven approach to delivering system, process, employee and channel effectiveness that ensures that improving organisational capability, reducing costs, growing revenue and improving the customer experience and employee engagement are complimentary objectives that can be achieved in harmony - and quickly.

 Whilst no longer involved in the daily operations of BBB Advisory, Steve continues to mentor and support other team members in the use and application of the wide range of business improvement techniques, tools andstrategies he has developed and deployed so successfully.

 

 

BETTER THINKING     BETTER PERFORMANCE     BETTER RESULTS