Simon Patterson, Operations Manager Reverse Logistics APAC/JPN, Cisco Systems

Speaker - Reverse Logistics Conference & Expo

Topic - "Operations - Managing Locally Today Whilst Building Globally For Tomorrow..." Singapore 2006

On joining the Worlwide Reverse Logistics organization at Cisco Systems, Simon has been focused sourcing a team that could play an key role in Building WWRL APAC - to do this they have to balance working through the challenges of today whilst working with global teams to ensure APAC/JPN needs are met.

Previously Simon managed Cisco's APAC/JPN Customer Service Operations (Order Entry and Order Management) through the transition from a Country-based managed high-cost model, to Theatre-based Outsourced Operations and to the final Global Model supporting World Wide Order Entry from one location with Order Management supported virtual Contact Centres.

Simon prior operational management Experience was with Contact Centres. At Vodafone Australia & New Zealand he was responsible for rebuilding Corporate Relations, Corporate Customer Service, Forward & Reverse Logistics. Focused on the customer experience, processes were streamlined, Customer Ownership was split to LOB (Banking / Legal etc) and a high response Contact Centre was established for to the SME customers.