Experience

Doorsteps Group

• Australia
• Technology, Information and Internet
• 1 - 100 Employee

• Head of IT and Vendor Solutions

  • Jan 2022 - Present

  Technology Strategy: Developing and executing a technology strategy that aligns with the organization's overall business strategy and objectives.Technology Operations: Managing the day-to-day technology operations, including hardware and software support, network management, data security, and disaster recovery.Budgeting and Resource Management: Developing and managing the IT budget, including forecasting expenses, tracking expenditures, and allocating resources effectively.Vendor Management: Evaluating and managing technology vendors and service providers, negotiating contracts and agreements, and ensuring that service levels meet the organization's needs.Information Security: Developing and implementing policies and procedures to protect the organization's data and systems from security threats.Business Process Improvement: Identifying opportunities for technology to improve business processes, increase efficiency, and drive innovation.Stakeholder Management: Collaborating with key stakeholders across the organization, including executive leadership, department heads, and end-users, to ensure that technology solutions meet business needs. Show less

• Head Of Contact Center Operations

  • Apr 2016 - Jan 2022

  As the Head Of Contact Center Operations, I successfully implemented and managed a contact centre platform for a 50-seat call centre. I led the determination of call centre and operational strategies, prepared detailed performance reports, and implemented performance indicators to optimize operations and improve customer service. Through my data-driven decision-making, I drove analysis on strategic decisions and drew actionable recommendations that helped drive growth. My success in developing and maintaining a Workforce Optimization strategy significantly increased customer experience and reduced costs. Show less



Greenstone Financial Services

• Australia
• Insurance
• 300 - 400 Employee

• Operations Support Manager

  • Aug 2014 - Apr 2016

  As the Operations Support Manager, I partnered with the Head of Sales and Operations to contribute to the overall success of the organization. My focus was on managing the Operations Support department, which included Workforce Planning, Data Management, and Dialler/Campaign Management.Throughout my tenure, I successfully developed and maintained ETL processes to manage the data flow for all external leads to the CRM system. I designed and rolled out a resource planning algorithm and forecasting tool to optimize productivity of the sales team, which increased customer experience and reduced costs.In addition to this, I worked collaboratively with external data providers to increase performance and productivity. I also designed, built, and rolled out a process to cross-check data against external providers such as ACMA or Sensis for compliance or data validation purposes.My expertise in these areas has been critical in contributing to the overall success of the organization, and I am proud to have played a significant role in driving operational excellence and productivity. Show less

• Dialler Manager

  • Jan 2014 - Aug 2014

  As a Dialling System and Campaign Management expert, I bring extensive experience in optimizing outbound calling campaigns, ensuring data accuracy, and complying with regulatory requirements. I possess a proven track record of successfully managing dialler systems and leading teams to achieve targets and exceed customer expectations. My expertise in reporting and analysis allows me to provide valuable insights to drive continuous improvement and enhance operational performance.



TAL Australia

• Australia
• Insurance
• 700 & Above Employee

• Campaign Manager

  • Feb 2010 - Jan 2014

  As Campaign Manager, I was responsible for planning, executing, and monitoring outbound calling campaigns to achieve performance targets and exceed customer expectations. Specifically: Managed the organization's outbound dialing system, ensuring optimal configuration, maintenance, and performance optimization. Oversaw data management processes to ensure accuracy, completeness, and proper segmentation, maximizing campaign efficiency and effectiveness. Analyzed campaign performance data to identify trends, opportunities for improvement, and areas for optimization, reporting findings to senior management and cross-functional teams. Ensured compliance with relevant regulations and mitigated risks associated with outbound calling practices, collaborating with legal and compliance teams. Led a team of dialler administrators or analysts, providing coaching, development, and resource allocation to ensure their success in achieving campaign goals. Show less



NAB

• Australia
• Banking
• 700 & Above Employee

• Analyst

  • Oct 2009 - Jan 2010



Aegis Services Australia

• Australia
• IT Services and IT Consulting
• 200 - 300 Employee

• Dialler Administrator/ Report Analyst

  • Jul 2008 - Oct 2009

  As a Dialler Administrator and Resource Planner, I was responsible for the following:Managing the Genesys dialler system to ensure optimal performance and efficient call routing.Utilizing SQL queries and Pivot to manage and analyze data related to outbound campaigns.Developing and managing schedules and forecasts for various campaigns as a resource planner, ensuring optimal staffing levels and maximum efficiency.

• Quality Assurance Analyst

  • Jul 2005 - Jul 2008

  As a Quality Assurance Analyst, I played a pivotal role in ensuring the highest level of quality and customer service within the organization. My responsibilities included updating processes and procedures to capture operational changes and campaign requirements, communicating effectively with the Quality Assurance team to meet business objectives, and recommending changes to improve center processes and procedures.I also prepared accurate reports on campaign performance, call quality results, and trend analysis. Additionally, I listened to recordings of sales to ensure compliance, clarity, and quality and monitored TSR calls to ensure adherence to quality and compliance standards. My contributions helped to maintain a culture of excellence and a commitment to delivering exceptional customer experiences. Show less

• Sales & Customer Service Coach

  • Feb 2004 - Jun 2005

  As a highly accomplished Sales and Customer Service Consultant, I was selected to serve as a mentor and coach to other consultants, recognizing my excellence and hard work.In this role, I implemented a comprehensive coaching program to enhance the performance of the team, which included side-by-side coaching, remote monitoring, and monitoring key performance indicators (KPIs). I imparted sales techniques, rapport building strategies, and effective sales closing techniques to consultants.I provided ongoing guidance and support to my mentees to improve their overall performance and ultimately enhance campaign results. Additionally, I collaborated with team leaders to share the responsibilities of team performance management. Show less