RESUME & REFERENCES
Personal Details & BIO June 2011 V.1
“Post Graduate AMBA in Leadership and Management, (Jan 2011) with 15 years management experience in
Telecommunications, Call Centre/BPO industry and compliance/fraud Education & Training”
Contact Tel No: Riyadh, Saudi Arabia, +966.54659.3883 current to June, 20 .
Name: Michael Conroy
Address: ROCKWELL, Makati, NCR, Philippines, 1200
Manila Land + 63 2 216 2289, Mob +63 917 51 22229, Singapore Mob +65 834 28281,
E-mail: email@example.com Skype: “talkbpo”
Citizenships: Irish Australian Residence of: Philippines, Singapore & Australia
Marital Status: Married & 1 daughter Previous Residence: Saudi Arabia
Completed process & project management, Lean Six Sigma Black Belt Saudi Arabia Middle East June 9th
Completing final months of MBA Degree in Leadership and Management At Ateneo De Manila & Regis
Co USA, (3 Subjects to finish) as of 20/5/2011, average running GPA 3.5/4.0
Completed Leadership & Mgt Post Grad Dip (Assoc. MBA) At Ateneo De Manila University(June 2010),
Completed Sales Mgt Post Grad Dip At Ateneo De Manila University(Nov2008),
Completed New South Wales Australia Police Academy Cert/Dip in Policing, Major Fraud Investigations
Golf, Current Affairs, Reading Biographies, PADI, Scuba Diving Instructor, Running, Mountain Biking,
Windsurfing, Surf Lifesaving, Athletics, Soccer, Volleyball and Travelling. Weather and time permitting
enjoying having a game of golf, or a scuba dive in Boracay, Nth Luzon & Sth Cebu, Philippines.
Achievements [Quick Overview for Michael Conroy] From 1993 to Present.
Senior Executive Management/Leader Positions:
1. Visiting Professor: Business Entrepreneurship King Saud University an Initiative by Kent State
University Ohio, USA.(Riyadh, Saudi Arabia) Jan, 2011- Current
2. Managing Director for APAC/MENA with DuPont (Singapore & Manila) 2010
3. Vice President of Operations for APAC SITEL INC. 2009-2010
4. Managing Director and founding business partner, Telebrokers Telecom and Talk Bpo
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5. New South Police Officer Sydney Australia 1996-2000 with nil criminal history
6. American Express Merchant Sales Team Leader North Sydney Australia 1993-1995
Direct responsible achievements:
Successfully owned operated my own company domestically and overseas for 12 years in
Telecommunications and (BPO) business process outsourcing in Australia, Philippines, India & UK.
Successfully won tenders to take mobile provider Vodafone Australia, Three and iPrimus off shore to the
Philippines, India and maintained sales customer and service level agreements.
With the assistance of my team we have managed to improve operation processes, increase sales, drive
down costs, quality control, achieved and exceeded KPI’s, E-Sat and C-Sat for customer service,
beyond the clients expectations and targets and weekly review of campaigns on a weekly basis.
Improved work force management and most importantly boost and motivate moral with over 15+ plus
inherited accounts which were running below power and turned each one around from approx 85% of
target to 120% +.
I hold an Australian & Irish passport & current residence of Singapore, The Philippines, UK & Australia.
Well versed business traveller around South East Asia, Oceania and The Middle East with my previous
I have been responsible for maintaining the sales and client relationships with several Australian, British
& Irish telecom networks with business incubator start up programs for off shore pilot call centres in Sth
East Asia and India.
My team & I have managed to achieve gross yearly turn over direct consumer sales spend from 2
million to 10+ million AUD within 18 months.
Managed revenue budgets from $20m to $250m, within the BPO arena & created & maintained jobs
for 10,000 + employees in conjunction with HR Directors within New Delhi India, Manila & Sydney.
I’ve consulted & advised for, DuPont in Protection Health and Safety in Middle East, USA SE ASIA and
Australia. SINGTEL (OPTUS) Contact Centres Parramatta Sydney, Australia, WITNESS SYSTEMS,
Sydney & Atlanta USA, voice and data quality monitoring. DICTAPHONE, voice and data quality
monitoring. Sydney, and COGNOS/IBM Business Analytics & Business Intelligence Solutions, which
involved informed process improvement, and knowledge process systems (KPO) to make important future
business decisions for fortune 500 companies.
My team and I have won accounts like American Express APAC Australia, The Department of Defence
Canberra Australia, Air China, Sony Colombia Tri Star Pictures Sydney Australia and most recently
Singapore Navy, which were all 2 million plus dollar sales, to name a few.
Other key competencies included:
project management and business start up
human resources and code of conduct values re; hiring, retaining and termination
operations and sales management training
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guest speaker and knowledge of Asia pacific hub
ensuring roi for call/data campaigns are profitable
winning tenders and maintaining SLA’s.
coaching and mentoring of staff
good presentation skills
strong relationship building skills
diplomatic and able to handle sensitive or political company situations
excellent business developer and prospector re customer relationship management
Financial analysis skills P&L cash flow trading accounts and balance sheets and cash flow
technical analysis, “Call centre start ups and ongoing evaluations and analysis”
door opener/ice breaker, business development and channel management
Workforce management inefficiencies and rectifying them
• University of West London School of Business, United Kingdom
• New South Wales State Police Academy Sydney Australia (Fraud , Investigator & Under Cover Operative)
• Post Graduate Dip in Sales and Marketing & Leadership Mgt from Ateneo De Manila University the
Philippines and where I have just completed my associate MBA and P Grad Dip Leadership Management
and Development with 15 years of management of experience.
January, 2011. Currently Visiting Professor for: Business Entrepreneurship at King Saud University. (Riyadh,
Saudi Arabia), an Initiative by Kent State University Ohio, USA.
June 2010, After running my own company for 12 years, now back in the corporate world again as an non-executive
consultant, focusing on improvement process, e-sat, c-sat and SLA’s and business development partnerships in
Northern Europe, Middle East and South East Asia. Increasing profits driving down costs, whilst maintaining and
controlling quality outputs.
In July 2009 was appointed as Managing Director Asia Pacific & Middle East with DuPont Manila, The
Philippines & Singapore, http://www2.dupont.com/Safety_and_Protection/en_US/, whom provide protection health
and safety training to fortune 1000 companies based on government compliance training programmes. Held two
offices, Manila and Singapore and was responsible Profit and Loss Budget was $15m to $20m USD + with 20
account managers in conjunctions with in direct 350 agents account managers in the North America team.
In August 2008, was appointed Vice President of Operations Asia Pacific SITEL Inc BPO Philippines.
http://sitel.com/. Reporting to Chief Operating Officer and responsible for managing up to 6 Site Directors with an
accumulation of 8,000 agents in 6 call centres in conjunction with Site Managers within the Philippines.
Appointed to represent the company for the Asean Region. Hong Kong, Singapore, Australian, New Zealand and
Pacific Islands markets. Responsible for financial planning including budgets, balance sheets, margins, P and L and
Job was to ensure we were meeting the expectations of the client’s customers via inbound and outbound
telemarketing with an off shore BPO service. Vertical Markets were Aviation, Telecoms, Tourism and Finance.
November 1998 to August 2008. Business owner and former non-executive director and founder for Telebrokers
Telecom Pty Ltd and Talk Bpo Inc, which has now been relinquished, Telebrokers is a public limited company
which has been trading since 1998 in Sydney, Melbourne Australia, New Delhi India and Manila the Philippines in
conjunction with Talk Bpo. Partners were with AAPT, People Telecom, Primus, Soul and Vodafone & Three
Network Australia. Was the first Australian company to take Vodafone and iPrimus network off shore for Sales and
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Customer service campaigns.
Some recommendations for Micheál on Linkedin.
Director & Professor, King Saud University Entrepreneurship Program, Kent State University (colleague)
managed you May 8, 2011
“Michael, great job. You have come out to Riyadh with little notice, and have delivered the Entrepreneurship
curriculum perfectly. Thank you for always being willing to do extra work when we needed it. All of the faculty and
students enjoy working with you, and we all benefit from having you as part of the team. Good on you mate! Jason
Managing Director Asia Pacific & Middle East “Mike is an inspiring leader. He's a dynamic and hands-on
executive. He has aggressive and innovative attitude towards attaining set goals. Firm and strict implementer of
company values and norms, but willing to hear opinions and objective suggestions. Mike is a very dynamic and
energetic business manager. He can connect with customers very easily and able to establish good working
relationship with colleagues. He is a good team player and a contributor.” January 10, 20101st Mun Loong Yau,
Business Development Manager, DuPont worked with Micheál at DuPont Coastal Training
Managing Director & Co Founder Talk Bpo Inc. “Michael is the type of mentor that will teach you a lot how to
become a better manager at any level of the industry domestic or international. Having gained a vast experience in
management and business consulting, his experience is unparalleled in the field of leadership and business
development. He doesn't stop teaching and training and he is relentless in his pursuit of continuous learning for him
to excel in his profession. Even when we both have pursued different companies, he has kept his promise to keep in
touch and share knowledge and updates with us. I am privileged to have worked with such an experienced and
accomplished person such as Mike. Outside of work, he is a trustworthy friend, a loving husband, and father who
adores his daughter. I admire him for his ability to balance family, health and career. He is my ultimate role model.”
April 12, 2011,1st Hennelyn "Len" Pua, Senior Operations Manager, Acquire Asia Pacific
reported to Micheál at Acquire Asia Pacific
“I highly recommend Mike. He has been professional in all our dealings and is totally honest when it comes to
business. I have known Mike for 7 years and during this time cannot say anything against him. He is creative in his
way of thinking, always looking for the best solution for clients and best for the company, and I believe any
company who works with Mike will find him a pleasure to work with and an asset to work with and have on board.
Anyone can feel free to contact me for further recommendations.” June 14, 20091st Bill Marlow, Owner, TalkIP
was with another company when working with Micheál at Talk Bpo Inc.
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