ICSP's International Ambassadors have been carefully selected and nominated for their outstanding contribution and support to the International world of Service.
Rafik is now taking on the world of Service Globally as ICSP's International Key Note Speaker and Industry expert, sharing his wealth of knowledge and learning since his time with McDonalds. Rafik has been been on a extraordinary journey as he has worked his way up through the ranks with McDonald's Australia to National Director of Training & Development. Rafik was responsible for leading McDonald's Australian Training team into International recognition with the McDonald's crew training in Customer service that is now available in Victorian schools a world first. From there Rafik was the very first Australian appointed Dean of McDonald's Hamburger University @ their global headquarters in Chicago. From there was Senior Director of Training & Development for the Asia Pacific/ Middle East Africa zone. Rafik has just recently retired from his role as Managing Director of McDonald's Indonesia responsible for driving world-class service standards throughout the business. Rafik is now travelling the world sharing his amazing wealth of knowledge.- ICSP's International shining Star.
David has just recently moved on as Managing Director of QBT- the business of Travel... David's passion and dedication to Customer Service is 1st class as he drives his teams to a new benchmark in service that has never been experienced throughout the Travel Industry before accelerated by his unconditional commitment and support to the Service Industry. David is the National Chairman of Judges for ICSP and is an outstanding role model to the National Judging team that he skilfully takes through the ICSP Best Practice process. David's wealth of knowledge and experience has been gathered through his front line and senior management roles enriching the voice of the customer across his teams as he paves the way to a very successful and high profile travel business.… David is a wonderful role model to the members and alliance partners of ICSP International Customer Service Professionals and is an outstanding contributor to the ICSP National Advisory Board.
Dean and Albert J. Weatherhead, III Professor of Management, Case Western Reserve University Cleveland, Ohio
Dr Robert Widing's academic and professional work in the areas of customer service methods, retailing and marketing are recognised worldwide. Major research projects by Professor Widing have focused on building market-oriented organisations and developing methods to improve customer service quality. His previous work has been published around the world in over 50 journals, books and conference proceedings, and four of his publications have received Awards from highly recognised marketing associations. Robert was the Inaugural Professor and Chair in Marketing at the University of Melbourne, where he served as the Associate Dean (Graduate Programs) in the Faculty of Economics and Commerce. He was also Provost and Senior Vice President at Thunderbird School of Global management ,and more recently Dean of MGSM Limited in Australia.
Luke is a multi award winner in the delivery of customer service and quality excellence including the Australian Quality Award, Australian Customer Service Award, Qantas Award for Service Excellence, the inaugural AVIS Worldwide Service and Quality Award and both the Australian and UK Car Rental Company of the Year.
With his outstanding track record of success in strategic and innovative organisation leadership and in category, brand and product management with high profile brands including AVIS, Ansett Airlines, Europcar, ANZ Banking Corporation, and extensive experience in customer service industries, ICSP is honoured to have Luke as one of our esteemed Ambassadors.
Known as "Mann About Town", and 3AW's longest serving employee, David is highly respected across both business and Community services, and is known in the Emergency Services circle as "the civilian with the trifecta of experience with the Victoria Police Force, the Melbourne Metropolitan Fire Brigade and the Metropolitan Ambulance Service".
David occupies Government appointments such as a member of the Australia Day Committee (Victoria), Chairman Ministerial C5rime Prevention Council, a member for the Public Affairs Committee for the Bureau of Emergency Services and Telecommunications, Chairman of the Royal District Nursing Service Board, Chairman of the Victoria Police Blue Ribbon Day Council, Member of the Premier's Drug Prevention Council Business Advisory Group, Chairman for the Mount Macedon Memorial Cross Restoration Development and Maintenance Trust, and is a member of such organisations as The Thoroughbred Club of Australia, the 41 Club and an Ambassador for Community Safety Month, and the Hanging Rock Racing Club. David is also a Fellow of the Institute of Company Directors, and a Fellow of the Australian Sales Institute, and a representative on over a dozen other committees.
During 2003, David was awarded the Sir John Reid Community Service Award by the Rotary Club of Melbourne for Outstanding Services to the Community.
David's philosophy on life is "if you have your health, happiness, friendship and a little luck on your side, don't ever take it for granted".
ICSP is very proud to have David as an ICSP Ambassador.
Commercial partner, Michael Gorton, commenced with the firm in 1982 and became a partner in 1986.
He has a broad practice in commercial law, including corporate law, contracts, trade practices and employment law.
Michael has a wide range of community involvements. He was, for five years until 1999, a Commissioner with the Victorian Equal Opportunity Commission. He is currently President of the Health Services Review Council, appointed by the Victorian Government. He provides commercial advice to a wide range of medical and health bodies, as a result of which he has been appointed an Honorary Fellow of the Royal Australasian College of Surgeons and the Australian and New Zealand College of Anesthetists.
Vicki is the former General Manager Customer Contact and Engagement at Coles Myer Limited (CML). At CML she was instrumental in putting customers and staff on the strategic agenda as critical inputs for driving business transformation. Prior to this Vicki had a notable career spanning many years in Retail Banking with ANZ Bank (Australia and New Zealand Banking Group Limited). Her achievements as Head of ANZ’s Contact Centres included delivery of inspirational improvements in customer engagement, staff satisfaction, revenue generation and cost reduction. Vicki has an MBA from Victoria University, Wellington, New Zealand and is a Fellow of the Financial Services Institute of Australasia. She is a founding member of the Chief Customer Officer Forum, an Ambassador for International Customer Service Professionals, and a Board Member with Ronald McDonald House Monash.
Kevin Panozza ‘s outstanding success created SalesForce, Australia’s largest and most inventive provider of outsourced sales and customer service solutions, in partnership with advertising agency DDB. SalesForce grew from 20 employees and one client, to more than 5,000 employees with a client list that would be the envy of any service company in Australia. Much of the company’s success is attributable to the unique and stimulating work environment that has secured three successive ‘Best Employer Australia and New Zealand’ Awards in the prestigious Hewitt survey. In 2005 SalesForce was acquired by Salmat, an ASX300 company. Kevin’s high engagement philosophies make him internationally in demand as a keynote speaker and voice on Customer Service Engagement.
Keith is an outstanding role model to the world of service who has dedicated his life in training, mentoring and developing others through his 40 year service to the Australian Aviation Industry and philanthropic projects. Keith has touched literally thousands of people with his care and support. Keith is the only Australian to have been awarded the International Customer Service Associations Inaugural SOUL (Service On Unbelievable Levels) Award in Las Vegas, Nevada USA, the Qantas Excell Award for Outstanding Customer with Qantas, the Jetstar Customer Service Galaxy Award and the Service Excellence Award with Australian Airlines. Keith’s training sessions have been delivered throughout the world encouraging and motivating teams of people in all walks of life. In addition to his customer service work Keith’s 25 years experience with Qantas & Jetstar have been dedicated to the recruitment and training of over 20,000 cabin crew and customer service ground staff. We are delighted to announce that Keith is currently capturing his amazing experiences into a book to help businesses understand the opportunities that are so often lost in delivering the best customer service possible:-KICKING GOALS for Customer Service recently launched by ICSP’s Founding Patron James Strong AO.