MEET OUR KEY BBB TEAM MEMBERS
– Each of our BBB Advisory consultants have come together by
way of sharing a common set of values in the workplace. –
Lyn is our national consulting director and is recognised globally as a passionate thought-leader in customer experience delivery.
SENIOR CONSULTANT & LEADERSHIP SPECIALIST
Trisha has over 23 years’ experience in workplace training and development, business growth and efficiency, and improving customer experiences.
SENIOR CONSULTANT & LEADERSHIP DEVELOPMENT SPECIALIST
Cathy is a successful senior leader, with years of experience managing customer service and operations teams as well as specialising in leadership development.
Malcolm’s experience over 25 years has included the design, implementation, operations and management of medium to large and multi-site contact centres within the private sector and with local, state and federal government.
Our BBB team are Australia wide, and operate in each state both face to face and virtually.
‘ 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
Generous with our knowledge – Partner with Integrity – Investigate without Judgement –
Genuine & Credible – Trust & Respectful – Connections are the Key
LYN TREWENACK – MANAGING 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.
TRISHA PRINT – SENIOR CONSULTANT
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 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.
CATHY THORPE – SENIOR CONSULTANT & LEADERSHIP DEVELOPMENT SPECIALISTS
A successful senior leader, managing customer service and operations teams in the Financial and Professional Services, Transport and Logistics and Medical industries, Cathy understands the challenges facing leaders and managers in today’s world. She is passionate about enabling people to develop the capability and confidence necessary to successfully “navigate the grey” and deliver organisational objectives.
Specialising in Leadership Development, and with a combination of senior leadership and successful coaching/facilitation/mentoring experience, Cathy has developed and delivered successful service transitions with programs focussed on the achievement of both individual and group objectives. Her programs introduce concepts, allowing people to brainstorm, download and bounce ideas as they develop their leadership and managerial skills.
Cathy is a regular Auscontact Association Workshop Facilitator having established and delivered programs to extend the capability and confidence of leaders. She is a credentialled coach with the International Coach Federation and her qualifications include Master of Management (MGSM) and Certificate in Executive Coaching (Coaching Australia). Naturally curious, Cathy is a keen traveler who always has her next adventure planned!
STEVE MITCHINSON – FOUNDER & DIRECTOR
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.
Steve is a highly respected practitioner with Herrmann International, accredited to deliver the Herrmann Brain Dominance Instrument assessment tool and Whole Brain Thinking Workshops. Over the past 20 years he has established a reputation as one of Australia’s leading practitioners having enabled a wide range of individuals, teams and enterprises across Australia and New Zealand to better realise their potential though the power of Whole Brain Thinking. See more here https://youtu.be/
MALCOLM ANGELL – CONSULTANT
Malcolm’s experience over 25 years in the Contact Centre and Customer Experience industry has included the design, implementation, operations and management of large/medium and multi-site centres within the private sector and local, state and federal government, including Regional Director (QLD) with the ATO.
Most recently as Head of Contact Centre for BrighterSuper (formerly LGIASuper), he oversaw the implementation of a range of process and system improvements, including a new telephony platform, Quality Management process and managed and Outsource/overflow arrangement.
Malcolm has experience with merges and acquisitions, maintaining service and complex strategic and operational management of large seat contact centres, and leading multi-sites in metro and regional locations.
Following the amalgamation of 8 regional local gov’t authorities, Malcolm designed, implemented and managed a new integrated Customer Service Branch and Contact Centre for the newly formed Toowoomba Regional Council, winning a number of national awards including the National Contact Centre and Centre Manager of the year awards.
Malcolm has served as an elected National Board Director for Auscontact Association for 11 years, including 2 years as National Chair and 4 years as Deputy Chair.