NAME:Patrick Robert Lloyd

DOB:02.12.1982
CELL PHONE (Australia): +61 403 153 361
EMAIL:pl63a0a8@westpost.net

EDUCATIONAL HISTORY
*Graduate Certificate in Business Administration, 2008, University of New Englan
d, Armidale, NSW.
*Bachelor of Commerce, Marketing and Human Resources Management, 2006, Universit
y of New England, Armidale, NSW.
*Certificate in Call Center Operations 2003, TAFE, NSW.
*Certificate in Retail Operations 2000, TAFE, Sydney Institute of Technology, Sy
dney, NSW.

EMPLOYMENT HISTORY
OCTOBER 2008 - PRESENT - MACQUARIE TELECOM SYDNEY
BUSINESS TELEPHONY PRODUCT MANAGER
*End to end management of the companies business telephony products including, f
ixed line, toll free and online expense management tools.
*Management of internal and external promotion of the product portfolio includin
g collateral, email, and web content production.
*Facilitation of internal training on the product portfolio to sales, account ma
nagement, provisioning and contact center areas.
*Management of product research projects compiling information both from staff a
nd customers and also engaging external research houses to deliver market and pr
oduct insights to the business.
*Assessment and development of new telephony products and, including business ca
se development, budgeting and end to end project management of the product devel
opment process.
*Support of the sales and account management team by developing appropriate bid
material, coaching the sales teams and attending customer sales appointments.

SEPTEMBER 2007 - OCTOBER 2008, OPTUS SYDNEY

SMALL BUSINESS MARKETING COMMUNICATIONS MANAGER
*Management of email, direct mail and SMS campaigns to the companies existing cu
stomer base to stimulate product bundling and take-up of additional products, in
cluding fixed telephony, mobile, internet and web hosting.
*Management of various ad-hoc marketing communication tasks such as the launch o
f the Apple iPhone to the businesses small and medium business base and managing
communication to customers on the launch of the companies self-service web port
al.
*Ownership of the companies revenue improvement program to migrate fixed telepho
ny and internet customers from legacy networks onto the companies new billing an
d network platform.
*Forecasting and management of an annual budget of 1.2M to be utilized on custom
er communications and small capital projects required for the delivery of market
ing activities.
*End to end management of work outsourced to external parties including IT vendo
rs, print and mail houses and marketing agencies.
FEBRUARY 2007 - SEPTEMBER 2007, OPTUS SYDNEY
PRODUCT ANALYST
*Ongoing management of the companies migration program to move over 200K fixed t
elephony and internet customers from the companies legacy network and billing pl
atform onto the new platforms.
*Development and presentation of business cases to make improvements and changes
to the migration process to increase the migration success rate and increase gr
oss profit.
*Development and delivery of complex weekly reporting to the companies Senior Ma
nagement Steering Committee.
*Management of production issues with external parties such as other carriers, I
T vendors, print and mail houses.
*Representation of the migration project on other company wide initiatives such
as product price rises and regulatory communications to the companies' customer
base.
*Management and delivery of business process models including Flow Charts, Gantt
Charts, Access Databases etc.
*Management of regulatory issues surrounding customer migration activity includi
ng developing information packs and managing issues raised by the Telecommunicat
ions Industry Ombudsman and other regulatory bodies.

NOVEMBER 2005 - JANUARY 2007, OPTUS SYDNEY

ONSITE SERVICE ASSURANCE REPRESENTATIVE ST GEORGE BANK
*Onsite service representative responsible for managing the St.George Bank telec
ommunications account worth 20M in revenue annually.
*Management of the banks mobile hardware budget including new hardware additions
and replacement of life expired equipment.
*Project managed the re-building a of an intranet based telecommunications and
expense management systems for St.George.
*Incident management of escalated voice, data and mobile faults having a high le
vel of impact on St.George.
*Delivery of fault reporting and management of service level rebates due for ser
vice outages and faults unresolved for an extended period.
*Point of contact for all mobile service and hardware issues for the banks execu
tive management, directors and CEO.

COMPUTER & SYSTEMS SKILLS

*A high level of proficiency using the Microsoft Office application suite includ
ing advanced Access, Excel and Project and Visio skills.
*Operational understanding of a broad cross section of order provisioning, order
management and billing systems used for provisioning and maintaining customer's
services.
*Experience troubleshooting IT application faults and managing service desk case
s for both IT programs and end users.

REFERENCES
Available upon request