The management of the Auscontact Association falls under the responsibility of a board of directors that have come equally from ATA & CCMA as a result of the Member vote held on 6 May 2015.
The board in 2016, consists of 9 directors who hold up to a maximum 3 year term.
The current Board of Directors are:
- Sean Mather, Chairman
- Malcolm Angell, Deputy Chairman
- Gerry O'Shaughnessy, non-Executive Director
- Jane King, non-Executive Director
- Fergus Bugg, non-Executive Director
- Isabella Villani, non-Executive Director
- Anita Bowtell, non-Executive Director
- Frances Quinn, non-Executive Director
Sean has over 25 years experience in the ICT and Contact Centre industries, including over 15 years experience as a senior executive in contact centre technology providers. Sean has significant experience in managing and implementing contact centre programs, including projects focused on internal process improvement, operational effectiveness, service improvement programs and technology selection.
Sean has more recently taken the role of Managing Director for Call Deign Pty Ltd, leading the Asia Pacific business for the Call Design group.
Malcolm has had significant experience in all aspects of Contact Centre design, implementation and management within all tiers of government as well as the private sector. His career experience over fifteen years in the Contact Centre industry has included the operations and management of large and medium scale contact centres in both service and sales environments.
Malcolm currently holds the position of Contact Centre Consultant with Interactive Intelligence and was Manager, Customer Service with Toowoomba Regional Council where he built a new Contact Centre and integrated Customer Service Centre.
Prior to taking up his position in Toowoomba in July 2010, Malcolm held the role of Director, Scripting & Relationship Management, Customer Service & Solutions with the Australian Taxation Office. His responsibilities in this role include the contract and relationship management of a significant outsourced overflow arrangement on behalf of the ATO.
Malcolm has a long association with Toowoomba and previously managed insurance sales, service and teleclaims Contact Centres for Suncorp GIO. During this period Malcolm championed ATA regional networking and professional development events amongst the local contact centre community.
Prior to working for Suncorp, Malcolm managed the CitiStreet Australia Contact Centre in Brisbane which serviced customers on behalf of a number of medium to large superannuation funds. In 2003, under Malcolm’s stewardship, the CitiStreet Call Centre was awarded the title of ATA National Contact Centre of the Year (under 50 seats) and Malcolm was named ATA National Contact Centre Manager of the Year.
Malcolm’s practical and managerial experience has been enhanced by his successful completion in 2002 of postgraduate study in Contact Centre Management at Griffith University and via his accreditation as a COPC VMO Registered Coordinator in July 2009.
He has previously been a committee member of the Queensland Chapter of the ATA over a number of years and served as Vice-Chair in 2004. Malcolm has held the position of elected Director on the ATA National Board since July 2008 and was Chair from 2012 to 2014.
Gerry O'Shaughnessy, Non-Executive Director | Director, Contact Centre Operations, A&G Insurance Services
Gerry O’Shaughnessy is the Director of Contact Centre Operations for Auto & General, based in South East Queensland. Gerry was an invited Director of the ATA since 2010 and in early 2014 Gerry was elected as a Director of the ATA and then accepted a one year role as a Director of Auscontact.
Bringing industry experience based on more than ten years at the contact centre coal face, he has helped shape the Board’s strategic and operational direction. He has had responsibility whilst on the Board for a variety of initiatives, including reshaping the contact centre conference in 2013, driving the State Chapter and Head Office strategic planning process, managing the recruitment of the then new CEO and championing contact centre best practises within the Board.
Gerry is well known to the contact centre industry and is renowned for his hands-on approach to strategy and operations. “It’s about aligning the Front Line effort with the overall corporate strategy to ensure it is easy for customers to do business with us”, Gerry explains.
Gerry brings with him extensive experience in financial services with over 30 years in the sector working for the Bank of Ireland, Citibank & Suncorp before joining Auto & General. Auto & General have been passionate & committed participants in the ATA and Auscontact awards process with consistent results at both State and National levels.
Jane King, Non-Executive Director | Deputy Commissioner, Design & Change Management, Australian Taxation Office
Jane King joined the Australian Taxation Office in 2007 as Deputy Commissioner, Customer Service and Solutions (CS&S) where she managed the contact centre network (around 1500 seats across 8 sites) and oversaw the customer service strategy for the ATO. Jane oversaw the transformation of the ATO call centres into a multi-channel contact centre environment serving its customers with most inbound interactions.
In mid-2014, Jane was tasked with leading the ATO's Budget Response Program as well as being the project sponsor of a number of enabling reviews. Jane undertook the Chief Information Officer role in Enterprise Solutions and Technology from November 2014 to December 2015. Jane has recently been appointed as the Deputy Commissioner for the Design and Change Management business line.
Prior to joining the ATO, Jane worked in customer service for over 20 years with Telstra, the Brisbane City Council and the Queensland Government.
In Jane's role with the Queensland Government, she was responsible for integrating the generic services offered by its 25 departments into an award winning multi-channel one stop shop called "Smart Service Queensland".
Global Loyalty Company is an Etihad Aviation Group Company, which proudly manages some of the worlds leading frequent flyer programs, including Etihad Guest, JetPrivilege, topbonus & MilleMiglia. Fergus is responsible for developing, implementing and managing the Global Loyalty Companies strategic and operational Centre’s of Excellence for contact center’s, correspondence, back office processing operations and member fulfilment and partner onboarding.
Prior to joining the Etihad Aviation Group, Fergus had worked for a number of Australia’s leading energy companies, and involved in major customer, technology and people transformation projects.
At Ergon Energy Fergus was the Program Director and General Manager for the Retail Transformation project which was one of the largest transformation projects ever undertaken in the Queensland Energy Industry, which the retail and distribution businesses separate and move saw the Fergus is responsible for Ergon's Retail Operations included vital customer service channels and back office functions. He is responsible for the company’s contact centres which provide a broad range of sales and support services – from billing inquiries, market interface services and solar support. He also leads the Retail Transformation Program of work across the Retail business, as the company prepares to introduce a greater range of self-service products and services including the implementation of a new billing system and contact centre technology.
Leading large transformation programs are a key strength of Fergus, and at the core of his success is his ability to drive reform while bringing employees on a journey to deliver sustainable change that drives customer value and enhances business performance.
Fergus’s deep experience of the energy industry includes national management of the billing, credit and hardship functions of EnergyAustralia where he has led large teams across multiple geographies.
At Origin Energy and AGL, Fergus also led key retail operations management functions where he delivered many high quality and cost-effective business improvement outcomes.
Isabella Villani is a customer experience management professional with extensive capability in leading business strategy and transformation, customer experience and omni channel strategy, contact centre optimisation, process improvement, change management, program management and training development and facilitation.
She is currently a Company Director of Exceed Global, formerly Villani Consulting, a Customer Experience Management consultancy with a proven track record and commitment in creating strategic value by designing, building and delivering sustainable customer experience solutions and providing specialist resources for its clients. Exceed Global's service offering is divided into four business streams - Consulting, Contracting, Training and Business Facilitation, Executive Coaching.
Isabella has business consultancy expertise within a range of industries including banking and finance, telecommunications, not for profit, government, infrastructure and resources. She has experience in both a consulting and internal capacity, in companies including National Australia Bank, Dimension Data, Telstra, City West Water, Save the Children, State and Federal Government.
With tertiary qualifications combined with workplace certification in Lean / Six Sigma, Kaizen, Systems Thinking Design, Agile and CompTIA Project Management, Isabella is acknowledged as an industry expert in managing high-performing teams to achieve business outcomes. Isabella also has extensive people leadership, executive coaching and facilitation experience, and has earned Certificate IV in Workplace Training and Assessment and Executive Coaching qualifications.
Holding a Diploma in Business Marketing, Anita is an experienced business development professional (12 years), with functional specialisation in marketing, strategy, operations and customer management.
Anita has been working with Contact Centres for many years in roles as Channel Sales Manager: Australia/NZ, with Aspect Software, Business Development Executive with Polaris Communications, a global supplier and manufacturer of Contact Centre products and Channel Manager with Telstra.
Starting a career with Telstra, Anita relocated to Melbourne in 1994 to re-establish a flagging Reseller Channel in Victoria and Tasmania. Moving onto managing national and state based accounts in both the private and public sector Anita was instrumental in lifting the profile of the Telstra Partner group, and had an active role in working with Telstra and third party businesses to provide total solutions for the tender processes to many Victorian Government Departments. With a shift in the telecommunications industry from voice to data, Anita was employed to establish a Telstra Data Channel, successfully recruiting a solid customer base within Australia.
Anita is also a founding member of APCCAL (Asia Pacific Contact Centre Association Leaders) the newly-formed Contact Centre Industry advisory body comprising of 10 Association members from within Asia Pacific. Launched on 7th April 2008 APCCAL represents the Contact Centre Industry in Asia Pacific and facilitates information and communications via contact centres which bring business and employment opportunities into the APAC region.
Anita joined CCMA General Committee: June 2005, voted in as CCMA Vice President: December 2005 and was appointed CCMA President in September 2007.
Frances has been a dedicated and passionate member of the Contact Centre industry for almost 20 years. Having been involved with the ATA and now Auscontact since 2006, Frances served on the NSW ATA Committee in 2009, and volunteered as a judge for the Contact Centre of the Year category in the 2015 Awards Program, and has been a long time supporter of the Association.
Frances has practical experience across contact centres managed both in-house and outsourced, working in front-line, support, operational and leadership roles. Her background extends across corporate, small business, government and not for profit organisations, within a variety of industries. This extensive and versatile experience enables her to have a wholistic understanding of the key issues driving the contact centre industry.
Frances has a thorough understanding of the technological, operational and strategic issues that guide and impact contact centres in today’s customer-centric and omni-channel environment. She is driven by a passion to evolve and expand the capabilities of contact centres, enabling and empowering them to delight their customers.
Frances is the Managing Director of Athena Management Consulting, a company she founded in January 2013 out of her passion for improving the contact centre industry. She has earned nationally recognised qualifications in Assessment and Workplace Training, Customer Contact, Project Management and Change Management.