Resume: David Del Monaco Page 1 of 5
Mobile: 0409916798 email:Davedel@live.com.au
RESUME
David Del Monaco
Location: Melbourne
Phone: 0409916798
Email: Davedel@live.com.au
Profile
I am a General Manager who is seeking a new challenge after a long career with Telstra in a
variety of roles across the company. My experiences cover the following fields; Customer
Service, Market Research, Product Marketing, Strategy & Planning, Project Management
(Including five extra curricula property development projects) and Operations.
My key strength is the ability to develop and manage high performance teams with high levels of
both employee and customer satisfaction.
My skills include the following:
 Proven people management and leadership skills
 The ability to establish strong relationships with customers, employees, and
stakeholders.
 Track record for meeting commitments and delivering outcomes
 Organisational skills at the strategic, tactical and operational level.
 Project Management of small to large projects/programs.
 Financial/budget management
Personal attributes:
 Responsible and dependable
 Team player who works collaboratively
 Respectful and caring of colleagues/team
 Flexible and open minded
 Level headed and calm under pressure
 Values commitment, integrity, family and happiness
Education & Training
Education
1984 Bachelor of Economics (Majoring in Marketing & Legal)
La Trobe University
1997 Graduate Diploma in Services Marketing
Monash University
2005 Diploma in Project Management

Resume: David Del Monaco Page 2 of 5
Mobile: 0409916798 email:Davedel@live.com.au
Other Training
Numerous Telstra run courses/seminars covering product knowledge, systems usage, PC
training, management/leadership development, market research, project management and
operations.
2003 Leadership Development Program
Leadership Consortium Inc.
2012 Fundamentals of ITIL
Other Notable Experiences
- Project Managed, as the Developer, five different townhouse development projects
- For the past 6 years I have been the Football Operations Manager for the Women’s
Football (soccer) department (10 Teams at Elite Level) at FC Bulleen Lions and am also
on Committee.
Referees
Available on request.
Experience
July 2014 – July 2015 General Manager – Fulfillment
Managed a team of up to 350 (200 onshore/150 offshore) responsible for the end to end fulfilment
of standard IP products from order/request to billing, ensuring timely & high quality delivery to our
customers.
Key responsibilities
Managed a large team that:
 Performed the Order entry, Design, Build and Deployment of Managed Network Services
and IP Solutions for Telstra’s corporate customers.
 Delivered a quality customer service experience, improving advocacy, through taking
ownership, actioning to commitments and getting it right the first time.
 Worked collaboratively with stakeholders to deliver repeatable/supportable customer
solutions.
 Improved speed to market and early revenue recognition by reducing cycle times (time to
deliver) and meeting customer required dates.
Key achievements:
 A 10% reduction of cycle times resulting in a better customer experience and early revenue
recognition.
 The successful transition of fulfillment functions to the Global Delivery Centre in India.
 The successful implementation and management of a “Backlog Clearance” project which
cleared > 14,000 orders in back log (overdue) generating a revenue benefit of over $11mil.
 Significant improvements in quality of service through initiatives such as reducing Dirty
Tickets of Work (i.e. orders unable to be processed), increasing compliance to process and
service quality audits.

Resume: David Del Monaco Page 3 of 5
Mobile: 0409916798 email:Davedel@live.com.au
2011 – 2014 General Manager, New Business & Capability
After doing my apprenticeship in Operations, I soon had responsibility for supporting the
activation and assurance operations teams by providing new business and new product pipeline
management, customer network performance reporting, knowledge management & the delivery
of internal process improvement projects.
Key responsibilities:
Managed a team that:
 Ran projects that identify, define and develop business initiatives and improvements enabling
an improved customer experience
 Managed business processes and systems to deliver an optimal productivity outcome
 Managed the development of costed solutions which enables the business to win new
business and grow existing business.
 Managed the integration of new products/capability into the business to ensure they are
operationally ready and scalable/supportable and cost effective.
 Delivered customer network performance reporting to facilitate capacity management &
optimise cost effective utilisation.
Key achievements:
 A single sign on application that removed the need for operations staff to have many different
passwords to access the multiple systems required to service customers.
 The development of a New Business support/reporting tool & Process to capture solution
costs and approvals to ensure new business growth can be supported to customer
expectations.
 The automation of simplex Customer Network Reports saving $600k p.a.
 The discovery, scoping and project management of a new tool that enabled visibility of
fulfillment orders from customer request to bill (i.e. end to end).
 Operations support of the following new products to market; Meraki, TCCCP, UCCX, IOM
 Established, implemented and staffed an internal Network Optimisation Service to our key
corporate customers (i.e. CBA, Westpac, Tabcorp & NAB) saving approx. $1mil.
2009 – 2011 Manager, Technical Service & Problem Management
An opportunity came up to move into the Network Operations part of the company by taking up
an operations support role as the Manager of the Technical Service & Problem Management. The
purpose of the team was to restore customer confidence after they had experienced a network
outage. The team would investigate the root cause of the outage, liaising with technical
engineers, and provide a report to the customer and if required a service improvement plan. The
plan would detail the cause of the outage, why it happened, what actions were taken to restore
service and the fix that would prevent the outage occurring again. Problem Management would
focus on preventing customer network incidents and resolving recurring network issues.
Key responsibilities:
Managed a team that:
 Managed customer & stakeholder requests for customer impact reports/statements.
 Conducted technical investigations into customer network outages &/or issues and
produce customer quality reports and present to customers/Account Managers.
 Conducted internal Post Incident Reviews (PIRs) and manage actions to resolve
process/systems/network issues so that they would not recur.
 Conducted reactive and proactive Problem Management analysis of systems/process
issues to prevent occurrence and/or reoccurrence of customer network issues.

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Mobile: 0409916798 email:Davedel@live.com.au
 In conjunction with Account Managers, presented findings, reports and service
improvement plans to customers.
Key achievements:
 Consistently averaged customer satisfaction scores of 9 out of 10 for services provided.
 Consistently met customer Service Level Agreements for the delivery of customer
reports/service improvement within 5 working days.
 A significant reduction in the average number of network incidents/issues per customer
over two years.
2005 - 2009 Manager, Customer Project Management
In November of 2005 I was given the challenge of turning around a team of 50 Project Managers
that had low morale, were achieving poor results and poor satisfaction scores from both their
internal and external customers.
The team became the best performing project management team in the country with consistently
good performance results but more importantly happy customers, stakeholders and employees.
Productivity and customer satisfaction scores increased significantly in the first year to then meet
target of 90% satisfaction in year two.
Key responsibilities:
Successful project management and product implementation of complex, critical or multi
product/site projects on time, budget to customers’ satisfaction.
 Management and development of 5 teams, comprising of 50 staff in total.
 Management of the implementation of over 200 projects at any one time.
 Producing and maintaining project documentation including PMPs, issue/risk lists, project
meeting minutes, etc....
 Be the first point of contact between the customer and Telstra for the deliverables
outlined in the project scope, including project change requests
 Regularly keeping all stakeholders informed of project status, including scope changes
 Maintaining project history files
Key achievements:
 Developed, in conjunction with the team, a Strategic/Operational Plan which has been
acted upon with visible benefit.
 Increased productivity from an average of 210 active projects to 240 active projects at
any one time.
 A reduction in unplanned absences.
 Significant increase in employee and customer satisfaction.
 Significant improvement in performance metrics to consistently meeting targets of 90%.
 Implemented a local Reward & Recognition program and developed Performance Plans
that reflect the team’s business and are directly related to company’s strategy.
2001 – 2005 National Manager, Service Level Solutions
Responsible for the development and management of enhanced Service Level Offerings in the
Market Place.
Key responsibilities:
 Developed and managed enhanced Service Level Offerings for the Market Place.

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 Delivered Service Level Solutions for Key/Corporate Customer Bids/SLAs. (ie existing to
Highly Customised Solutions).
 Managed the Priority Assistance and Community Essential & Emergency Services
Policies.
 Provided Customer Facing Staff with the information and tools/collateral required to
enhance the customer’s service experience.
Key achievements:
 The most comprehensive set of enhanced Service Offerings available in the Industry.
 Significantly increased the value proposition of products and solutions Telstra offers
through the availability of premium service offerings.
 Developed Service Level Agreements that were often seen as the differentiator between
Telstra’s and a competitor’s offering.
 Increased revenue from service offerings by approximately $6 million p.a. even though
the pricing strategy was simply to cover cost.
 Developed The Priority Assistance Policy under Government/Regulator and GMD level
supervision.
1999 – 2001 Manager, Services Marketing
Responsible for the development and maintenance of standard service offerings under the
Standard Form of Agreement (Universal Obligations) that Telstra has with all its customers.
1998 – 1999 Manager, Loyalty Strategy
Responsible for developing Loyalty Models that depicted the key drivers of customer satisfaction
& loyalty for each of the market segments and developing strategies and actions with the
business to address causes of dissatisfaction and improve the customer’s likelihood of staying
with Telstra.
1995 – 1998 National Manager, Market Research
Responsible for the Market Research Program for the Commercial and Consumer Business Unit
nationally which included managing the largest Customer Satisfaction Monitoring Program in the
country worth approximately $4 mil. per annum.
1992 – 1995 National Manager, Business Customer Satisfaction Surveys
1990 – 1992 Market Research – Survey Coordinator (Victoria)
1988 – 1990 Business Planning – Commercial Operations (Victoria)
1986 - 1988 Product Forecasting – Marketing (Victoria)
1984 – 1986 Customer Service – Front Line