Monash University

Australian Institute of Management

JUNO Consulting

Swinburne University of Technology

Australian Training Centre

Melbourne Polytechnic

Basketball Australia

Operations  -  Management  -  Media

Leading the strategic direction and operations of Australia's largest and most reputable embedded network billing service providers serving the retirement living and over 50s land lease communities space.

Network Energy Services

General Manager

Co-founding partner in an Australian basketball website launched in September 2013. 

Damian provides expert analysis, interviews and reviews covering Australians playing in NBA, WNBA, NCAA, Europe and FIBA competitions. He is an experienced basketball podcaster and commentator, calling WNBL, NBL1 and FIBA 3X3 basketball events, and as a guest basketball analyst on various Melbourne sports radio stations.

Damian also shares responsibility for all social media channels, strategic planning, also securing and managing relationships with commercial partners.

The Pick and Roll

Founding Director and Editor

We are the leading embedded network operator for retirement villages and over 55 resorts in Australia. 

Responsible for billing and the provision of customer service to a large customer base located across Australia.

Billing Operations and Customer Service Manager

Providing strategic leadership and operational management of customer service and student engagement functions for Chisholm Institute.

Directly responsible for customer service delivery across all front line services, course information and enrolment activities.

Chisholm Institute

Manager, Customer & Client Engagement

Live Sport Australia aims to showcase Australian sport globally, live and on demand. Providing broadcasting solutions to sporting organisations, leagues and event organisers, including online streaming to improve exposure, reach new audiences and generate new revenue streams through subscriptions, advertising and sponsorships to facilitate sustainable growth.

Live Sport Australia

Founding Director

Providing strategic leadership and operational management of customer service and student communications and engagement, from enquiry to completion utilising multiple channels. Customers include prospective and current students, industry clients, schools, members of the community, University of Victoria Colleges, shared services staff and other internal stakeholders. 

Responsible for developing, managing and promoting innovative and value-added customer services and programs including: 
• Customer Service Framework and Service Commitment
• Customer service delivery provided by Student Service Centres and the Student Contact Centre  
• The University’s Advising Model and student advising services 
• Customer Relationship Management (CRM) system – Oracle Service Cloud
• Student communications including developing and implementing strategy, business owner for the MYVU Student Portal, and web/digital presence and services; and 
• Training delivery for VU systems related to student administration and management

Victoria University

Director, Customer Service and Student Communications

Cultivate, facilitate and enhance TAFE partner relationships for Dūcere, an Australian-based online education provider offering courses in business and management from Diploma's through to an MBA. 

Responsible for managing the contractual relationship with Holmesglen and Box Hill Institutes.

Ducere

Client Relationship Manager

A multifaceted role that aims to drive continuous business improvement initiatives to improve customer experience through:

- Leading the high level customer complaints and claims teams
- Responsible for customer advocacy throughout the organisation
- Ensuring consistent and efficient delivery of customer service across multiple channels
- Managing a diverse array of stakeholder and service provider relationships to deliver positive customer experiences
- Emergency customer response and significant event management
- Ensuring regulatory and contractual compliance
- Delivering continuous improvement initiatives that enhance customer experience and deliver shareholder value

United Energy and Multinet Gas

Customer Relations Manager

Nationally manage five Australian state-based service desks that provide point of sale support to approximately 4,500 retail Australia Post outlets. 

Responsibilities include:
- Vendor and incident management of IT bill pay services
- A business area that facilitates the resolution of escalated financial products and services issues and complaints
- Managing through 6 direct reports
- Developing and managing the development and execution of the business area's business plan
- Implement performance metrics and facilitate business improvement initiatives

Australia Post

National Manager, Service Desks

The Kivuli Project is a not for profit organisation that provides shelter and education to orphaned children in Kenya. 
Developed their inaugural strategic marketing plan and implemented initiatives to faciliate the generation of revenue through fundraising, donations and sponsorship. Also managed all online and social networking channels and submitted press releases to the print media as a colunteer over 12 months.

Kivuli Project

Marketing Manager (volunteer)

Manager of a business unit that provided end-to-end business solutions for both internal and external clients; included the Philatelic Group of Australia Post and Breast Cancer Network Australia.

Major responsibilities included the operations management of an inbound campaign-driven sales and service multi-channel contact centre alongside a warehouse and distribution operation.

With 4 direct reports and responsibility for 30 personnel, I also oversaw vendor and customer contract management and was accountable for achieving key performance indicators and multi-million dollar budgets and the associated revenue objectives.

Operations Manager, Security Fulfilment

Managed a team of up to 16 Customer Service Representatives in the 150 seat Victorian Customer Contact Centre for both inbound and outbound calls.

Acted periodically for months at a time in various management roles, including; Complaints Manager, Consumer Manager, Resolutions Manager, and Resource Planner throughout 5 years, with up to 6 Team Leaders as direct reports.

Team Manager, Customer Contact Centre

Effectively handled and managed inbound and outbound calls, letters and customer emails in the Victorian Customer Contact Centre.

Acted as Customer Service Team Leader periodically.

Damian Arsenis