I have a diverse employment history where I have acquired and maintained a range of skills and experience.  My background includes hotel management, project management, business and product development, administration, management, marketing and customer service. 

 
My strengths include the ability to identify opportunities, assess, implement and pursue these business opportunities, to lead and direct a team to achieve organisational goals and to deal effectively and resourcefully with challenges.  I am an adaptable, flexible and versatile employee that is entrepreneurial and who expects and demands a high standard of work performance of myself and others.  I possess a ‘can do’ attitude, excellent communication and interpersonal skills with the ability to conceptualise ideas to an achievable realisable goals.

Railay Bay Holdings Co Ltd., Thailand – Oct 2003 to 2006

Hotel Owner/Operator (full time)

• Established and managed a business called Café Pourquoi a small boutique hotel and café-bar I created for an emerging niche market in the rapidly developing new tourist destination of Ao Nang, Krabi, which I identified.  The hotel ceased operation in 2006 due to a severe downturn in tourists (and revenue), flowing from 2004's tsunami.
  

Responsibilities:

•  Plan, supervise and control the operations of the Hotel.  Liaise extensively with guests and manage public relations, deal with complex requests made by guests and handle any issues as they arise to deliver a high standard of customer service.

• Plan, direct and coordinate food and beverage services, guest services, maintenance, sales, and marketing.

• Lead and direct a team of up to 12 staff members; this involved recruitment and selection, performance management, delegating tasks, preparation of rosters, handling employee issues and providing on-the-job training and mentoring.

• Assign tasks and priorities, coordinate resources, develop business plans and marketing strategies.

• Undertake facility management tasks such as building management, building costs, maintenance, lighting, and power, air conditioning, floorings and furniture.

• Control capital and operational expenditure.

• Prepare reports.

• Manage the security of the hotel staff and its guests.

• Publicise and promote the Hotel through public relations activities in the local and international business community.

• Develop and calculate extensive operational budgets and manage the finances of the business.

• Develop, implement and review in-house systems, procedures and policies.

• Inform guests about the Hotel’s facilities, policies and procedures, provide tourist information to guests and make reservations for sightseeing tours on behalf of guests.

 Achievements:

• Conceptualised all facets of Café Pourquoi after identifying a suitable newly built building shell.  Managed establishment of the business including negotiating property lease, compliance with business regulations, staffing, and design, fit out and furnish to all rooms, café-bar and common areas. Became fully operational within 12 weeks; quickly developing a reputation for style, quality and service, and succeeded in attracting clients from 5 and 6 star resorts.  

• The hotel achieved 100% occupancy, repeat international bookings in the first ten months (predominantly low season) prior to the tsunami, returning a modest first year profit.

 
Travelling and Investigating Business Opportunities – Jul 2001 to Sep 2003

• Thailand, Western Europe and Scandinavia

 
TeleTech Australia, Melbourne (VIC) – Nov 2000 to Jun 2001

Client Service Advisor (casual and full time)

 Responsibilities:

• Predominantly engaged in outbound telemarketing campaigns targeting client’s customers who had “churned” to a competitor with the objective of having the customer to re-sign with the client’s organisation.  This was achieved by identifying and resolving any customer issues.

• Consistently achieved 100% quality assurance standards.

• Received an annual Award based on a combination of my quality assurance results, levels of sales and customer service.

• Based on my consistent success rate with the customer, the client refocussed the campaign to reflect my customer centric practices.

Self Employed, Melbourne (VIC) – Aug 1996 to Oct 2000

Project Manager/ Owner Builder

Responsibilities:

• Project managed construction of an innovative and stylish 126m² extension to my home in Ascot Vale, Melbourne.

• Design, construct and fit out the renovation to target a specific market which I identified through extensive market research.

• Liaise and coordinate various tradespersons.

• Develop and adhere to budgets and practice sound financial management skills.

• Establish and maintain relationships with various business services including banks, real estate agents and the local council.

• Project managed property renovations and maintenance for a number of other people; including a warehouse conversion for a couple, both who were practicing architects.

  Achievements:

• The property attracted much complimentary attention, subsequently selling privately for a record price, 15% above the previous highest sale in the area and returning a 29% return on investment.  Following the sale of this property I purchased another, renovated it and then sold it, returning 35% on investment.

 
Telstra, Mobile Communication Services (MCS), Melbourne (VIC) – 1989 to 1996

Market/Product Analyst & Product Development Roles (full time)

Responsibilities:

• As a team member, autonomously, or managing a team; undertook market, product analysis and development projects with the objective of improving customer satisfaction and increasing revenue.

• Market monitoring/research, local and international, for all products in the Telstra Mobile Communications group portfolio; distributing information with précised overview to department stakeholders.

• Developed, documented and implemented service activation and assurance processes; and system enhancements for corporate VPN MobileNet Access Project across Australia.

• Developed and conducted training of operational and technical staff in service activation and service assurance procedures.

• Product acquisition and distribution for Telstra Paging.

Achievements:

• Developed the business model and entry strategy for Telstra Talkabout Network; model adopted by financial controller.

• Developed Talkabout exit strategy to maintain customer satisfaction, minimise negative publicity and contribute to MCS revenue growth for Telstra Board approval.  This strategy was adopted by the board, and achieved all organisational objectives.

• Managed National Promotional and Advertising Programme and Market Research for Telstra Paging, moving from price based to feature and function advertising.  Terminal acquisition and distribution.  The “Pager in your Pocket” campaign featured a pager in a kangaroo’s pouch, considerably pre-dating current Optus advertising.

Acting National Manager Product Development;

Victorian Marketing Manager;

Victorian Customer Services Manager;

Market/Product Analyst & Product Development roles (full time)

 Responsibilities:

• A number of roles covering national sales administration, research, promotion and advertising through managing the Victorian Marketing and Customer Service teams; to acting National Manager, Yellow Pages, Product Development.

• Managed the Victorian sponsorship programs of Surf Life Saving Australia and Australia Trust for Conservation Volunteers.

• Manage two staff and numerous other staff indirectly that consist of sales contractor staff, printers, advertising and research agencies and liaise with Telstra district managers.

• Oversee and coordinate sales monitoring, product development, promotion and advertising, and product launches.

• Act as the reference point for high level customer complaints and determine suitable resolutions.

• Managed the National P&A campaign for the launch of “Flip Cover” regional directories, increasing revenue by 12% in the first year and 27% in the second year.  The campaign was conducted on $35,000 nationally.

• As National Product Development Manager developed, introduced and managed the Yellow Pages Co-op Program; this involved ensuring the program was ethical, managing sales contractors and liaison with sponsors.  Increases of 15% in targeted classifications revenue achieved.

• Evaluating and managing conversion of Yellow Pages Information Pages from sheet fed to Webb offset printing process, achieving a 19% reduction in associated printing costs.

• Produced the first quantitative survey of the directional advertising medium market conducted in Australia.

• Developed a PC based program automating the YPMG (Yellow Pages Management Group) sales and expenditure records, facilitating more efficient and accurate production of Management Reports.

2007                Course in AutoCAD 1 & 2

                                    Riverina Institute of TAFE

2007                Certificate in Fidelio

William Angliss

 
1979 – 1996 Completed the following in-house professional development with Telstra:

• Introduction to Management
•  Introduction to Marketing and Product Management
• Introduction to Total Quality Management
• Introduction to Negotiation
• Cost Benefit Analysis   
• Marketing Hi-Tech Services   
•  Product Strategy and Planning 
•  Attended the Human Relations Conference

• AutoCAD – Intermediate user 
•  MS Project – Basic user
• MS Word – Intermediate user
• MS Excel – Advanced user
• MS PowerPoint – Intermediate user
• MS Publisher – Advanced user
• ABC Flowcharter – Intermediate user
• Outlook – Intermediate user
• Internet Explorer – Intermediate use   

•  Website development and maintenance
  

2004                Volunteer Tsunami Relief Aid Worker

o       Facilitated and assisted with the attainment and distribution of prescription lenses to members of the community after the tsunami, which I successfully was able to through my local business contacts and liaison with the local community.

§         Music, Food, Wine, Sailing, Motor Sport, Travelling, Meeting People and Photography.