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.

Prior to working at Well Done, Cathy was Senior Team Leader at Connelly Temple (now absorbed into Allianz), a company with over $1billion in funds under management. Her training there included completion of finance industry specific training and Frontline Management Certificate IV.

Cathy joined the company in 2009 as an operator and undertook training to become the company’s Health and Safety Representative. After some months her role shifted to Operations Support, assisting the Operations Manager with rostering staff, HR issues, the tracking of operator training, and training role play. She wrote the Training and Induction Manual and has compiled and vetted an array of internal forms and procedural documentation. Over 2011-12 she was responsible for tracking through Operational issues within our Contact Centres before being appointed Branch Manager at our main Contact Centre in Nowra.

Gemma has been very pro-active in gaining skills and undertaking relevant training in leadership development, WHS management and performance management and brings considerable depth of call centre management experience to this position.

Just prior to joining Well Done, Gemma was Team Leader at the Brookfield Multiplex call centre where she was responsible for workforce management, client and agent training, recruitment and development of new staff, client liaison and departmental reporting. Improving coordination between business units and quality management were key concerns for her there. She also worked in telemarketing sales, customer complaints resolution, and training roles at Origin Energy, progressing to Senior Consultant and Team Leader over four years. Gemma is responsible for Well Done Operations in Adelaide, including recruitment, training and supervision of agents, and liaison with South Australian key accounts.

Kenneth’s charter is to develop and expand our Melbourne operations. He is responsible for agent recruitment, training, supervision and development and acts as Account Manager to key Victorian clients.

Kenneth has a strong background in contact centre industry operations and Customer Service, and has completed training in Customer Service training, coaching, managing difficult customers and managing change. He helped design the escalation system with the IT Team, supervised many complex Government services, and managed a team of 18 at LinkQ prior to this appointment at Well Done.

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 Operations Manager, she now leads the Operations Support Team, overseeing activities in Workforce Planning, Training, QA and Performance Management in all Well Done contact centres.

Megan progressed within Well Done to become a Principal Operator on our complex queue before being appointed National Training Manager in 2011. She is currently enrolled in Certificate IV in Training and Assessment.

Megan produces training materials and delivers both general and client-specific training to operators and Team Leaders on a 1:1 and small group basis. She is also responsible for monthly group training and monitoring operator skills and training, working closely with Operations Support to progress operators to meet forecast demand in various skills based queues.