A customer-focused Manager with over 30 years of diverse expertise gained from working across the value-chain in the Telecommunications and Banking industries, Laurensz has led company-wide customer advocacy programs and managed large multi-located customer teams.  He also has experience leading management training and development in the government sector.

Laurensz has held National, Group and General Manager roles during his time in Telstra, establishing start-up operations, simplifying existing ones, and leading large change initiatives and cultural transformation through a strong customer lens which engaged and energised front-line teams.  Although a qualified Accountant, he is passionate about developing Leaders and coaching his people to continually grow work and life skills.

Before Telstra, Laurensz joined Optus to set up a new profit-oriented Service Centre and Help Desk of 80 staff, offering Facilities Management to initially the Queensland Government.  He progressively grew the business to manage 20 Corporate and Government customers within 3 years.

At Metway Bank, Laurensz developed and implemented the business plan for “Metway Express”, the Bank’s first Call Centre, including selection and project management of all supporting Technology.  He also led a Bank-wide project to articulate and implement customer service standards across both front and back-of-house operations.

Since leaving Telstra, Laurensz has consulted to owners of Small-Medium businesses, guiding their business transformation and change management programs, and helping them drive operational excellence and improve their customers’ experience.

For Laurensz, Karma Technology & Services is the opportunity to apply his wide work and life experiences to show business leaders how to grow their businesses and to entrench an enduring “customer-first and foremost” ethos and culture into their companies.