The Customer Driven Team

Louis Dupé
Director

Louis Dupé is one of the founding Directors of Customer Driven.
Louis has been described as visionary, strategic, achievement focussed, analytical and outgoing. Louis has the vision to see both the big picture of an organization as well as the operational detail. This has enabled him to develop and implement strategies to transform entire customer-facing divisions in response to changes in the business environment. Louis has years of experience leading national customer service divisions of 3,000 employees for both Ansett Australia and Telstra.

“The most effective customer service operations are well aligned in meeting customer needs, employee needs as well as the strategic goals of the business. Usually you will find that if a business has low employee engagement, they have poor customer service and are operating inefficiently.”

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Peter Trowbridge
Director

Peter Trowbridge is one of the founding Directors of Customer Driven.
Pete knows that it is all about the people — customer, employees, stakeholders. Going back to his roles leading customer contact centres first for Ansett Airlines and later for a variety of industries with Stellar, Pete learned the value of enabling and empowering the people with the systems and methods to take care of customers.

“People do business with people, not companies. People also work with people and not companies. When you earn the trust of your employees they will move mountains for you. When you earn the trust of your customers, they aren’t just fans, they become advocates.”

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Leisha Carter
Head of Workforce Management

A highly-skilled manager and analyst, Leisha has more than 20 years of experience over all facets of Contact Centres. Her expertise lies across Workforce Management, Contact Centre Operations, Operational Analytics, Business Improvement, Strategy and Outsourcing.

In her previous role at Salmat/Probe Group, Leisha was responsible for the delivery of multiple contact centres, with 300 FTE across Australia and the Philippines. She held the full financial responsibility for campaigns across State Government, Retail, Finance, Telecommunications, Events and Insurance industries. After 10 years within the workforce management space in Foxtel, Leisha successfully set up several contact centres in South Africa, Philippines and Australia. Another notable achievement would be her instrumental role in ensuring the success of the Foxtel-Austar contact centre mergers.

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Nicola McDonald
Head of Knowledge Management

Highly organised, with a keen eye for detail and prioritisation, Nicola has experience overseeing multiple projects while communicating with a wide range of internal and external stakeholders.  

As a key part of the Customer Driven Knowledge Management team, Nicola has helped to develop and define Customer Driven’s Managed Service offering, creating standardised best practice processes to managing KM databases across a range of industries.   

As the Head of Delivery and Operations Lead at Customer Driven Nicola has implemented and managed KM eco-systems across clients such as Origin Energy, UnitingCare Community, Ozcare, CPL, EnergyAustralia, RACV, St Vincent’s and Medibank.

Reece Temple
WFP & Cloud Solutions Manager

Reece is an experienced Workforce Planning professional with a demonstrated history in leadership. He is skilled in coaching, customer-focused sales environments, contact centre operations, workforce management, budget delivery and capacity/forecast planning. Reece is responsible for leading WFM projects for clients like Tabcorp and Winc.

 

In 2017, to recognise the successful implementation and delivery of WFM projects and practices; Reece was awarded the QLD Workforce Management Champion Award by the Auscontact Association. He is highly proactive and motivated to ensure the team deliver the best results for his clients and stakeholders

Reece brings experience in software configuration, forecasting, scheduling and real-time management in the Aspect software suite.

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Greg Flaherty
Client Relationship Manager

Greg is a partnership focused Customer Experience Executive with a passion for improving business results.  

Greg brings with him over 20 years hands on experience managing large, medium and small multi-site operations both onshore, near shore and offshore and a proven track record in designing customer experience solutions to drive improved cost efficiencies, increased employee engagement, improved customer satisfaction and customer loyalty.  

With these extensive skills and experience across diverse industry verticals Greg has successfully built profitable long term partnerships with some the regions most recognised brands.  

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Brooke Cartia
Administration & Finance Manager

As Administration & Finance Manager, typically working behind the scenes, Brooke oversees our finance and administration supporting the team to deliver superior outcomes for our clients.

Brooke joined the team at Customer Driven in 2016 and is known for her ability to plan and organise in our often hectic and fast paced business.

“I am constantly looking forward to find ways to improve, if I am helping the team, then I know I have done my part in helping them be successful”

 

Charlie Roach
Senior Consultant

Charlie’s compelling leadership combined with sound commercial acumen and strategic thinking have contributed to her solid track record of organisational transformation.

She consistently demonstrates ability to create collaborative environments that turn shared vision into reality.

A systems thinker with a highly developed capability for creative problem solving, Charlie has established herself as the person of choice to deliver on complex and challenging assignments.

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Sharon Davies
Senior Consultant

A dynamic and strategic leader with 25 years’ experience in the contact centre industry including outsourcing, service delivery implementation, people & culture transformation and establishment of Industrial relations (employee) agreements.

Part of the senior leadership team for Stellar (Business Process Outsourcer and CX Management company), Sharon worked across the global business managing a number of streams including Projects, Programme Management, Products, Marketing, Communication, Sales Strategy, Business Strategy and Planning, Commercials, Client Management, Contact Centre Operations, Consulting, Bid Management, HR and Learning and Development. This coupled with experience across many industries including Telco, Energy, Government and Travel in Australia and Europe provides Sharon with a broad skill-base and unique perspective. With a passion for working with people, she thrives on delivering value and practical solutions to clients.

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Ainslee Holman
Senior Consultant

Ainslee Holman is a Customer Driven Senior Consultant that brings with her background as a highly skilled people leader and Leadership Development professional.

She carries MBA qualifications and over 15 years strategic and operational experience within the Contact Centre, Health (BUPA) and Insurance (IAG) industries. She is able to combine her operational experience with a strategic mindset to foresee opportunities and develop innovative approaches for improvement.

“I hold a lot of trust and belief in others and enjoy helping people realise their full potential, in life as well as their careers.”

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Hayley Jensen
Lead Analyst - Knowledge Management

A Knowledge Management Lead Analyst, passionate about the vital link between effective knowledge management and exceptional customer service.

Experienced in analysing customer expectations and drivers to provide training and knowledge management solutions that best speak to the hearts and minds of the most valuable part of a business; the frontline.

“Knowledge Management performs an advisory role on all projects that touch our customers. We use our unique understanding of what drives our customers to influence and challenge the business to keep the customer at the forefront of everything they do”

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Fiona Vanderlinde
Senior Consultant - Knowledge Management

Fiona is a Senior Business Analyst with over 13 years of experience in optimising business outcomes through reviewing, analysing, evaluating, recommending and documenting business needs, processes, systems and user needs.

With a focus on operational efficiency and improved customer satisfaction, Fiona is adept at stakeholder management and driving change through effective communication. Her experience in change management allows her to effectively identify and escalate potential impacts, while providing supporting recommendations to stakeholders on proposed change initiatives.

For 15 years, Fiona developed a deep experience and understanding of Contact Centre Operations specialising in Help Desk and Knowledge Management with Westpac. Her extensive work in the banking sector enables her to ensure compliance policies, procedures and regulatory guidelines are met and deployed in a consistent, timely fashion that manages the risk of change, disruptions to the business and provides frameworks to ensure changes are successfully implemented.

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Debbie Dicken
Senior Workforce Analyst

A proactive and results-oriented analyst, Debbie has over 10 years of experience in call centre operations, working for notable global and domestic call centre operations. Debbie has the ability to manage all facets of crucial workplace projects and operations skills such as forecasting, planning, scheduling and the adjustment of resources to meet business objectives.

In her previous role, Debbie was involved as a key team member in the deploying of WFM best practices to the other business units across the globe. One such review resulted in a reduction of 12 FTEs and a 69% reduction in overtime expenditure without sacrificing SLAs.

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Anders Tuominen
Workforce Analsyt

Anders has over 14 years of experience in real time management, scheduling, reporting and data source integration.

Highly-organised and exceptionally detailed, he has worked with clients across various industries, including Telecommunications, Transport, Automobile, Gaming and Consumer Products.

During his 12 years with Stellar in the business outsourcing industry, Anders accumulated extensive outsourced contact centre experience, handling reports, rosters, administration, pre-planning and daily operations for a 24/7 Contact Centre with over 550 full-time staff members.

Since joining Customer Driven, Anders has applied his exceptional understanding of Contact Centre operations, rostering requirements and workforce systems to multiple projects. To fulfil the business needs of clients while working around different equity and legacy rules, Anders has developed advanced excel tools for the scheduling and modelling of complex rules around workforce rostering, remote locations and different skillsets.

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Cearan Graham
Workforce Analyst

Cearan is a leading Workforce Management expert with over a decade of corporate management level experience within Contact Centres.

He has delivered profitable results to key industries including Telecommunications, Energy & Utilities, Finance, Banking, Insurance, Transport, Travel, Tourism, Retail & Consumer Products, Healthcare, Media & Entertainment and Education.

Cearan brings to the Customer Driven team qualifications from “Genesys Telecommunications Laboratory Incorporated” in software configuring, forecasting and scheduling with Workforce Manager 8.5. Also qualified in Genesys interactive insights 8.1 – technical report development provides the platform for Cearan to showcase his analytical capabilities, making him a trusted advisor; mentoring stakeholders and senior management on strategy and forecast operational performance.

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