Alexander Cook63 Blackbutt Ave Lugarno NSW 2210 Australia +61 448 896 807

Major Projects

2016

Development and management of plans to integrate the $200m Recall Australia business into Iron Mountain (NYSE: IRM) ownership. Coaching and mentoring of Workstream Leads and business Sponsors. Ownership of consolidated integration plan, decision and risk registers.

Master Black Belt project hosted at CBA reviewing a productivity improvement training program. Validated training outcomes to determine the program ROI. Based on statistical analysis made recommendations to improve training outcomes.

Master Black Belt project – internal. Strategic review of a proposed Sales organisation restrucuture. Developeed a 2-3 year plan to integrate the new sales organisation with other departments including customer care and operations.

2015

Transition of an $8m and $4m revenue business acquisitions from private to Recall ownership, development and execution of the integration plan

Global business sponsor of the IT development pipeline for one line of business.

6-sigma consulting for Nine Network developing options to better manage their physical media assets

2014

Sponsor of implementation of saleforce.com case workflows for customer issue resolution

Mentoring customer care focussed projects including implementation of “Voice of Customer” and Net Promoter Score

Project lead global billing system pilot in ANZ – requirements gathering, process mapping and customer communication

2013

Program lead for project aligning and centralising customer care activities for one service line from multiple sites to customer care

Mentored project to develop new billing format for 80% of customers including customer communications, change management and training

2012

Implementation of credit related first call resolution inquiries into customer care

Several lean kaizen events to re-align roles and responsibilities between phone, processing and dedicated customer support teams and reduce cost to serve

2011

Developed a procurement program based on PMM and Lean

2010/2009

Development and operational launch of the media destruction satchel product using DMADV

Black Belt certification project improving the end to end document destruction process from customer order to fulfilment to remove risk of unauthorised destruction and improve operational efficiency