ICSP Events

LOIS APPLEBY, CEO,
TOURISM VICTORIA
Ms Lois Appleby joined Tourism Victoria in June 2001, and brings a wealth of experience in major event tourism to her position as CEO. Ms Appleby was the Chief Executive of the Sydney 2000 Paralympic Games, hailed as the 'best ever Paralympic Games'. Ms Appleby was awarded the Sport Industry Australia 2000 Executive of the Year, and in February 2003 Lois was appointed the Honorary Consul for Canada in Melbourne, and has been awarded a Rotary Paul Harris Fellow.

JOHN HARNDEN, CEO
COMMONWEALTH GAMES
From 1 July 2002, Mr John Harnden has been the Chief Executive Officer of the Melbourne 2006 Commonwealth Games.
In 1994, John joined the Australian Grand Prix Corporation as Event Manager, promoted to Deputy Chief Executive in 1996, and from 1998 to 2002 has been their Chief Executive Officer. Prior to 1994, Mr Harnden was involved in the management and design of engineering works associated with Formula One Grand Prix motor circuits in Adelaide and Melbourne, Malaysia, China and Argentina.

MARK BURROWES, GENERAL MANAGER MARKETING
CALTEX
Mark Burrowes was appointed General Manager Marketing on 1 May 2003, as well as a director of the Reach Foundation and a member of the Australian Institute of Company Directors
Before joining Caltex, Mark was Managing Director and Chief Executive Officer of Medibank Private Ltd. From 1994-99 he held executive positions at Colonial, following 16 years with Shell where he had responsibilities in Australia and Canada.

JANET RUSSELL, MANAGING DIRECTOR
INSTITUTE OF KNOWLEDGE DEVELOPMENT (IKD)
Janet established IKD in September 1999, and the company has an enviable reputation as a quality provider of legal and executive education and development services.
In addition to her strategic leadership and management roles, Janet designs and facilitates a range of executive development programs specifically focusing on leadership development, team development, adult learning, and strategic business planning.

TRICIA OLSEN, CEO
ICSP INTERNATIONAL CUSTOMER SERVICE PROFESSIONALS
Honorary Life Member and Past President, ACSA and recently nominated for inclusion in the International Who's Who Executives of the World.

Tricia is a highly motivated and energetic international presenter who has created and designed many customer service programs that have become part of the cultures and strat4gies for clients such as McDonald's. Qantas, ANZ and Tattersall's. Tricia will share with us the value in professional networking. It's easy and fun when you know how….!

DAVID COX, DIRECTOR
Dj & Dj PTY LTD
David is a founding director of Dj & Dj Pty Ltd, a marketing communications company specialising in employee and customer incentive and loyalty programmes, consumer and industry research, corporate training and multimedia, graphic design and film and video production. David was also the founding director of Inmark, one of Australia's largest group travel, conference and incentive marketing organisations, and has won two Australasian Incentive Association Awards for "Best Application of a Trade Incentive" and a SITE (Society of Incentive and Travel executives based in New York) Crystal Award for "Best Programme Asia/Pacific".

DAVID MARSHALL, EXECUTIVE GENERAL MANAGER, RETAIL SALES & SERVICES,
COMMONWEALTH BANK
After joining the Bank in March 2003 as Executive General Manager, Retail Sales and Service, Retail Banking, David leads the Bank's 15,000 branch network Direct Banking & Third Party employees within the Retail Sales & Service area and consistently drives customised cost effective sales & service outcomes to customers across all channels.
Throughout his career, David held senior positions in Financial Services companies in Australia and NZ, specialising in Business Banking as well as Corporate Banking.

BRUCE PYKE, DIRECTOR OF CUTOMER SERVICE
PACIFIC INTERNET
Bruce Pyke joined Pacific Internet in December 2001 as the Director of Customer Service to drive the company's status as a world-class customer service organisation. At Pacific Internet, Mr Pyke has driven programs such as leading edge account management and retention strategies to achieve customers churn rates well below industry average, and the development of a customer service charter. Bruce has extensive experience in contact centre management and customer relationship building, and has worked in senior executive roles at Optus, Macquarie Bank, OPEN Networks and Hong Kong Telecom.

CHRISTOPHER CARRIGAN
CISCO SYSTEMS AUSTRALIA
Over 9 years, Christopher Carrigan has been at Cisco grow from being a small internet equipment company to being the largest company in the world (eclipsing General Electric and Microsoft) during the tech boom, and it is still sitting as one of the most valuable companies in the world. Cisco has achieved this enormous success by embracing automation and the benefits the internet could provide via the control of a web browser and enjoys the highest productivity ratios for any company worldwide.

MAUREEN WHEELER, CEO & FOUNDER
LONELY PLANET
Maureen has been the driving force behind the corporate contributions program that provides financial assistance to aid projects in developing countries. Maureen received the Australian Business Women's Network Award for the most inspiring Business Woman in 1999. Maureen is currently a director of Tourism Tasmania.

MICHELE HAMDORF,
GENERAL MANAGER STORE OPERATIONS, STORE DEVELOPMENT & FACILITIES MANAGEMENT
MYER GRACE BROS
Michele Hamdorf is the first woman in Myer Grace Bros' 100 year history to lead Store Operations, and is on the front line of 23,500 staff who work across 68 Myer Grace Bros stores nationally. She is a member of MANCOM, the Myer Grace Bros Management Committee, and is a Director of the Myer Grace Bros Community Fund, which is dedicated to providing support to innovative projects in the areas of Children, Youth and Health.

JENNIFER NIELSEN, CHIEF OPERATIONS OFFICER
HALLIS
Jennifer Nielsen has been responsible for the geographic and product expansion of the Hallis' operations and the development of Hallis culture over the past 6 years.
Jennifer is well known for her work in organisational structure, strategic and organisational leadership, and talent management alongside productivity and people development. Jennifer lectures extensively at Universities, conferences and other public forums on Human Resource & leadership matters. Along with her senior colleagues, she is a regular media commentator on behalf of the Contact Centre industry in Australia, contributing extensively to public debate, and education.

JOCK NOBLE, CEO
DIVERSITY@WORK
In his current role as CEO of Australia's largest diversity consultancy Diversity@work, Jock's focus is the development of innovative strategies, involving development of numerous training packages, including "Opening the Door to People with a Disability, adopted by leading organisations Australia wide. Jock is a trainer with the Canadian based conflict management consultancy, the Trillium Group, and sits on a variety of advisory panels. He is the Director of Sakya Choekhor Lhunpo, the Melbourne Sakya Centre. He is on the boards of Equal Employment Opportunity Network, the Victorian Association for Dispute Resolution and the NSW based Employers Making a Difference.

JOHN RIVES
MANAGEMENT CONSULTANT
John's work with Optus Communications and Optus Vision saw him gain a reputation as one of the foremost experts in the field of delivering service excellence as a means of creating competitive advantage. As Director of Customer Service at Optus Vision, John translated the vision of service excellence into a commercial reality, and the importance of integrating information technology with the right human touch. Now pursuing a career in management consulting, his clients seek his advice on achieving best-practice service delivery on both strategic and operational levels in the telecommunication, financial services and utility industries.

GEOFF JACKSON,
NATIONAL CUSTOMER SERVICE MANAGER
TOLL IPEC
Geoff Jackson is the National Customer Service Manager for Toll IPEC, one of Australia's leading distribution companies for customers with urgent freight requirements. With over 16 years experience in the express freight industry, Geoff has held a number of national positions that focus on the delivery of service quality, operational technology improvements and training. Recently Geoff has played a key role in the development of tracking systems and automated sortation at Toll IPEC. These changes, along with other innovations are changing the way Toll IPEC deliver service to customers.

TERRY LEE, DIRECTOR
LEADERSHIP PSYCHOLOGY AUSTRALIA
Terry is director of Leadership Psychology Australia and is a leadership and organisational change consultant, coach and educator, whose client list includes senior executive teams from leading Australian and international companies. He has been a registered practicing psychologist for 20 years working in clinical, educational and organisational settings.
Terry was formerly Head of Leadership at the Mt Eliza Business School where he was responsible for the development of leading edge leadership programs. He also designed and directed the Advanced Management Program, a four week residential program.

MICHAEL GORTON, MANAGING PARTNER
RUSSELL KENNEDY
Michael has extensive experience in all aspects of company and commercial law including contract, trade practices, mergers and acquisitions and intellectual property, as well as expertise in administrative, employment law, industrial relations and equal opportunity. Michael acts for public, private and government and non-government organisations, and his government appointments include President, Health Services Review Council, Commissioner, Equal Opportunity Commission (1994-1999), Member, Infertility Treatment Authority.

LAURA MUMAW, CHIEF EXECUTIVE OFFICER,
ZOOLOGICAL PARKS & GARDENS BOARD, MELB VIC
Laura Mumaw oversees Victoria's three Zoos: Melbourne Zoo, Werribee Open Range Zoo and Healesville Sanctuary. Laura is leading the implementation of a "New Zoos" vision for the organisation which encompasses developing and implementing a realistic strategy to equip Victoria's Zoos as industry leaders in the 21st Century - financially, culturally, programmatically and physically. Laura has an impressive portfolio of project management, research and development, experience and directorship positions in the Aquariums, Zoo and wildlife education sector.