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.

VEE PSARADELLIS

Vee’s operational hands on experience at managing contact centres over some 30 years (off-shore, on-shore, outsourced and insourced) – particularly in the highly regulated financial services and media industries, ensures her consulting clients benefit from that real-world practical experience.

She not only works at the executive and strategic level in outsourcing/offshoring decisions and Cx strategy, but also has a proven track record in developing and implementing cost effective operational processes and practices that improve the customer experience. Vee constantly delivers exceptional results in leading teams and developing individuals at the leadership level. These strong interpersonal skills mean that she can sensitively challenge the status quo to drive changes that benefit all stakeholders – changes that are managed carefully ensuring the very best communications and bringing everyone along on the journey.

Vee holds an MBA through the Australian Graduate School of Management and is experienced in all aspects of leadership, operational management, change management, process improvement and customer experience.

TRISHA PRINT

Trisha has over 20 years 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.

CAROLINE SHEPHERD

Caroline has over 25 years’ frontline management experience in customer service and contact centres in a diverse range of industries including telecommunications, credit management, transport, emergency services, government, higher education and utilities.

She specialises in supporting organisations to deliver effective technology solutions through lean process review, identifying and interpreting business requirements and solution selection, to project management and successful implementation using Agile Methodology.

Her experience in technology implementations including telephony (recently CISCO and Genesys PureConnect) and CRM’s (including Microsoft Dynamics and SalesForce) is impressive – on-time, on-budget and no downtime, with 100s of users, and new desks/locations. She’s experienced in omni-channel, workflow, knowledge management, interaction capture, live chat, case management and dashboards.

Caroline has an engaging, positive and professional approach to working with your team to understand the demand drivers and supply options for your organisation. Using human centred design thinking, she puts the customer and the users at the centre of the decision making process. This approach delivers practical solutions that meet both the customer needs and the organisational strategic objectives, whether that be cost reduction, enhancing the customer experience or organisational restructuring.

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.