Management

Having decided that technology was more fun that psychology, Norm started as a plug-board programmer in 1964. He has since worked in computing, communication and technology industries around the world in technical, sales and executive management positions. Highlights included working in oilfields in the Middle East, his own modem company in the 1980s and managing a major multinational software group until 1987.

He has spent the last 20 years developing Well Done, and during this time he has presented his ideas to over 100,000 people in hundreds of groups and applied many of these ideas to developing the contact equation adopted by the company.

Norm is experienced in government and community committees and corporate boards and is actively involved in many community activities. He is responsible for developing the company into a significant player in the contact industry using the micro methodology that he espouses.

Phil Mewett was appointed General Manager in 2009 with a brief to develop the scale and capabilities of the business both in Australia and internationally, and a free hand to review internal processes and the investment decisions necessary to make this happen.

He was CEO of Australian surf brand Ocean and Earth for a number of years and has extensive experience in developing businesses through a focus on customer service and delivering products and services in a timely and accurate manner.

Prior to this Phil was involved in the growth and development of many varied businesses in Australia and internationally, particularly in the USA.

BEc, Dip Comms and Media

Prior to joining Well Done in 2009 as Sales and Marketing Manager, Kerrie worked in the Australian Book Publishing industry at independent Australian publishers Hale and Iremonger for 15 years in sales, marketing and management roles. This work entailed liaison with small to large business enterprises in all states, authors, media, academics and clients in the public sector. She has a further decade of experience producing and promoting community festivals and events.

Our work at Well Done is all about business communications. Kerrie brings a broad understanding of the needs of our varied clientele in business, government and the community sector to this position. Communications is her specialty.

BCommerce (Accounting), CPA

Prior to her involvement with Well Done, Jennifer spent the past 2 years working in the USA for Commercial Metals as an advisor on their global implementation of a new computer system.

Jennifer has strong technical skills in compliance and tax. In the past 20 years she has held the role of Financial Controller for several large manufacturing companies. During this time she has restructured the financial systems and streamlined personnel requirements to meet the needs of these growing businesses.

Kellie White commenced with Well Done in 2006 as a Contact Centre Operator and was promoted to Team Leader before taking on the role of Client Services Supervisor in 2008.

In this role Kellie liaises with many of our complex clients, Operations and IT on a daily basis to ensure that our services are running smoothly. She has an extensive knowledge of operations and how our internal systems work.

She is also responsible for setting up new clients. This work includes screen setup, messaging setup, queue positioning and consulting with clients about any specifications required for IT development here.

Prior to starting with Well Done, Kellie worked for companies such as Westpac, the Australian Medical Association, Manildra Group of Companies and Lindemans Winery, developing both a broad knowledge of each business and excellent customer service skills.

BElectrical Eng (Telecommunications)

Nic is a talented and mature engineer with over 12 years experience in ICT, 5 years specialising in hardware installations, platform support and large scale software development and 7 years focusing on design, implementation and management of local and wide area networks on many platforms.

Nic manages the WDI network both here and overseas. His primary role is to ensure that our phone and data networks remain active and as such has built a system that is intrinsically failsafe. He is also heavily involved in both our R&D and customer interface work, ensuring all operators can effectively work on client systems.

BArts Hons (Linguistics)

Judy Potter graduated from Sydney University in 1964 and became one of the earliest trainee programmers in Australia, when the IT industry was just tottering to its feet. She has spent over 40 years in IT, in many roles including operations management (she managed the AMP’s Sydney computer centre operations for over 6 years), sales, marketing and consulting, and gained immense knowledge in help desk technology, having founded the Australian Help Desk Association in the 1980’s.

From 1987 she led the original Well Done company, Well Done Events, and was awarded a remarkable range of contracts – both in IT and Technology but increasingly in other disciplines. Successful major conferences attest to Judy’s versatility, professionalism, enthusiasm and management skills, bringing sometimes disorganised or conflicted organising committees into a cohesive group working towards a successful event.

In 2005 Judy moved to the role of Operations Manager, to streamline and consolidate the operational procedures across all contract contact centre locations. In this role she has enabled the rapid take on of many new clients, through a structured approach to operational procedures and information screens. Now as Managing Director she oversees all sites, to ensure compatibility, resource load sharing, efficiency and profitabililty of each.

Janette has many years’ experience in the Call Centre industry, having had extensive telephone client contact through her previous positions. She was central in establishing and supervising a metropolitan call centre for Laminex Industries between 1996-1999. Other experience includes being Operations Manager for Discoveries Pty Ltd and sales consultant roles for other product suppliers.

Since joining Well Done in 2007 as a casual operator, Janette rapidly progressed to Team Leader, Contact Centre Supervisor and to her present position as Operations Manager, leading the Operations Support Team and overseeing daily activities in all Well Done contact centres.