Experience

Linktree

• Australia
• Technology, Information and Internet
• 100 - 200 Employee

• Customer Support Learning Specialist

  • Mar 2022 - Present

  Melbourne, Victoria, Australia The tech platform to connect your entire online ecosystem. Ranked 4th Most Innovative Social Media Company by Fast Company, 2020.



ECH Inc.

• Australia
• Wellness and Fitness Services
• 100 - 200 Employee

• Customer Manager

  • Jul 2020 - Mar 2022

  Melbourne, Victoria, Australia - Managed the customer support team, including recruitment, coaching, and team development. - Conducted in-person and remote training sessions on the Billy product and user interface, integrating the in-home monitoring system into the care management operation. - Oversaw the supply chain process and capability, including stock management and order fulfillment. - Participated in a digital transformation team to provide direction for ECH's CRM and call center software to enhance staff… Show more - Managed the customer support team, including recruitment, coaching, and team development. - Conducted in-person and remote training sessions on the Billy product and user interface, integrating the in-home monitoring system into the care management operation. - Oversaw the supply chain process and capability, including stock management and order fulfillment. - Participated in a digital transformation team to provide direction for ECH's CRM and call center software to enhance staff and customer experience. Show less



Billy

• Customer Manager

  • Nov 2018 - Jul 2020

  Melbourne, Australia Acquired in July 2020 by ECH, Billy helps older Australians live independently at home, by using sensor-driven insights to keep their families engaged and reassured. - Contributed to product direction through customer insights, user feedback, and testing. - Created and oversaw customer support, technical support, and sales operations, systems, and practices. - Managed the customer support team, including recruitment, coaching, and team development. - Developed and maintained… Show more Acquired in July 2020 by ECH, Billy helps older Australians live independently at home, by using sensor-driven insights to keep their families engaged and reassured. - Contributed to product direction through customer insights, user feedback, and testing. - Created and oversaw customer support, technical support, and sales operations, systems, and practices. - Managed the customer support team, including recruitment, coaching, and team development. - Developed and maintained internal and customer-facing training and support documentation, including the creation and delivery of a help center and knowledge management documents. Show less



VCAT

• Australia
• Administration of Justice
• 100 - 200 Employee

• Audio, Visual and IT Communications Support

  • Feb 2017 - Oct 2018

  Melbourne, Australia Less formal than going to court, VCAT is a tribunal that hears and decides civil and administrative legal cases in Victoria. - Implemented process improvements that reduced transcript and recording delivery times by 48 hours. - Spearheaded the technical deployment of a central VCAT phone number. - Offered technical expertise, training, and support to staff and stakeholders on VCAT IT systems and facilities.



Uber

• United States
• Internet Marketplace Platforms
• 700 & Above Employee

• Driver

  • Dec 2014 - Feb 2017

  Melbourne, Australia UBER, “Everyone’s Private Driver,” is a mobile app that reliably delivers you a private car in minutes so you can ride in style, making cities more fun and safer to move around in.



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Deployment Specialist

  • Nov 2010 - Dec 2015

  Melbourne, Australia Led deployment of business improvement activities from start to finish, impacting 15k staff and 6m customers. Responsible for detailed deployment planning and rollout, including working through specific issues raised by the business and for the successful deployment of the overall change. Analysed and reviewed new products and projects against regulatory criteria and continually presented ways to reduce risk, optimise potential for sales and service teams across multiple onshore… Show more Led deployment of business improvement activities from start to finish, impacting 15k staff and 6m customers. Responsible for detailed deployment planning and rollout, including working through specific issues raised by the business and for the successful deployment of the overall change. Analysed and reviewed new products and projects against regulatory criteria and continually presented ways to reduce risk, optimise potential for sales and service teams across multiple onshore and offshore contact centres.

• Business Specialist

  • Sep 2010 - Nov 2010

  Melbourne, Australia Support to Centre Manager, Team Leaders & Support Staff in the daily operating of the Telstra Elite call centre. My key responsibility was working directly with the Centre Manager and three Team Leaders who were new to Telstra.

• Subject Matter Expert

  • Mar 2010 - Sep 2010

  Manila, Philippines Worked directly with Industry Partners (Teletech & Teleperformance) to effectively facilitate Team Leader and Team improvement, during the development stage of their contact centres. Conceptualised and deployed a remediation program used by Teleperformance to effectively assist/coach consultants with system proficiency, product & process knowledge, call control and High Performance Sales Contact Model sales techniques. Shared insights into Australian culture and Telstra customers… Show more Worked directly with Industry Partners (Teletech & Teleperformance) to effectively facilitate Team Leader and Team improvement, during the development stage of their contact centres. Conceptualised and deployed a remediation program used by Teleperformance to effectively assist/coach consultants with system proficiency, product & process knowledge, call control and High Performance Sales Contact Model sales techniques. Shared insights into Australian culture and Telstra customers to assist Team Leaders and their consultants provide excellent customer service including conversational English tips.

• Call Center Team Leader

  • Jun 2007 - Mar 2010

  Melbourne, Australia Managed a team of seventeen call centre staff who handled customer inquires covering sales, billing and activation for Telstra Bigpond.