Head of Operational Success

• Apr 2023 - Present

Senior Customer Success Manager

• Dec 2022 - Apr 2023

Senior Customer Success Manager

• May 2022 - Apr 2023

Customer Success Manager

• Jun 2021 - May 2022

Head Of Operations

• Jul 2020 - Jun 2021

Senior Program Manager / Head of Delivery

• Mar 2019 - Jul 2020

Loup is a global leader in on-demand digital health and fitness programs, including: - 'Centr'​ by Chris Hemsworth- 'Emily Skye Fit'​ by Emily Skye- 'TIFFXO'​ by Tiffiny HallLoup is part of Fitness and Lifestyle Group (FLG), Asia-Pacific’s leading health and wellness group headquartered in Australia. FLG's portfolio of globally recognised brands includes Fitness First Australia, Goodlife Health Clubs Australia, Barry's Bootcamp Asia-Pacific, Jetts Fitness and Zap Fitness 24/7. Show less

Senior Project Manager

• Aug 2014 - Mar 2019

Leading high performing app development teams - BA, UX, UI, Dev, QA. From conception through to delivery of Australia's leading Apps. Working with clients on a daily basis to build apps to drive business outcomes and exceed expectations. Leading high performing app development teams - BA, UX, UI, Dev, QA. From conception through to delivery of Australia's leading Apps. Working with clients on a daily basis to build apps to drive business outcomes and exceed expectations.

Project Manager

• Feb 2013 - Aug 2014

3rd Party Sales Vendor User Interface – Phase 1, 2 and 3 Nov 2013 – Ongoing, budget $1.2m Implementation online quoting tool for use by EnergyAustralia’s third party vendors to enter sales information through to EA’s back end processing systems. Where previously this was invalidated data creating numerous back office tasks, it is now ‘clean’ and validated data connected to external systems. Scope of the project has recently increased delivering additional technical functionality and rolling the tool across call centre staff (400 consultants), including all training to capture sales and reduce AHT (average handling time), resulting in an OPEX saving of $1.5m per annum. The project delivered the following benefits to EnergyAustralia: - A reliable single source of entry for vendors to submit quotes - Improved sales data quality resulting in quicker onboarding of sales and fewer cancellations - Delivered an interface that allows 3rd Party Vendors to significantly better interact with EA system, optimising sales opportunities - Reduced back office impacts - Enables early sales to deliver the level of AHT required resulting in huge financial benefits - End to end reporting allowing EA to strategically manage vendors and consultants in reconciliation - Improved sales conversation with potential / existing customers with a realistic quote Live Chat Proof of Concept Sep 2013 – Dec 2013 Project introduced live web chat as a POC for EA to assess the benefits of this additional communication channel for customers. The delivery of this project is to set up a four week proof of concept for EA to trial the Live Chat rolled out across 10 agents within two call centers. This POC was so successful that the project scope increased and included the process to extend Live Chat into BAU as a tactical solution. Reduced calls volumes and cost to serve whilst increasing web-based sales by 20% Show less

Project Manager - Automation Program

• Jun 2011 - Mar 2012

- Developed and deployed a self service portal through implementing BMC’s CLM 2.1 (Cloud Lifecycle Management)- End to end automation capability for x86 virtual server provisioning, including interfaces into Telstra’s key enterprise systems- Reduced time to deliver from 8+ weeks to 40 mins, reduced costs and human engagement/effortReported into the Director of ‘Virtulisation and I&S Projects’ and the Automation Senior Project Manager (vendor). Specifically this role involved:• Facilitation and co-ordination of program meetings for both internal and external attendees• SharePoint site owner for Automation/Service Catalogue, responsible for the structure and storage of live documents and user access• Assisted in the implementation of Agile methodology across the team of 15, including running daily stand ups, story boarding and iteration planning • Development and ongoing maintenance of a Kanban wall used for both the benefit of the team to track daily tasks as well as Key Stakeholders to show status and progress• Managed and administered the set up of the Automation online Agile ‘Mingle’ site, this enabled off-site team members to participate in daily stand ups, it also drove consistent status reports• Documentation of business processes e.g. end-to-end provisioning process, chargeback, customer engagement• Representing the program at Virtulisation meetings (including executive level governance)• Management of program issue, risk and dependencies registers• Assisting with the management of high-level and milestone program plans• Maintaining resource profiles and onboarding of new resources• Vendor management including drafting, reviewing and approving vendor Statement of Work requests and responses• Coordination to complete Operational readiness checklist • Budget updates and forecasts to the finance team• Preparation of weekly status reports, steering committee packs and communications packs • Developing and maintaining communication plans Show less

Project Manager - Array Based Recovery

• Mar 2011 - Jun 2011

- Migrated existing applications data from the legacy storage platform to a new storage (VMAX) platform that provides a data replication service- Also provided off-site copy of the data for disaster recovery - Done on major business critical applicationsReporting to the Senior Project Manager and Program Manager.Specifically this role involved:• Change management - scheduling, coordinating and getting approval for all changes, coordinating between operations and vendors to ensure changes are executed• Providing communication plans and updates to key stakeholders of change status and forecasted plans• Facilitation and co-ordination of program meetings for both internal and external attendees, including minute taking and following up on actions to ensure all activities are delivered on time• Record management - responsible for the structure of and storage of live documents and user access• Management of program issue, risk and dependencies registers• Assisting with the management of high-level and milestone program plans, RACI and PMP• Assisting the Senior Project Manager in the preparation of weekly status reports, steering committee packs and communications packs• Planning, developing and maintaining communication plans• Providing support to Senior Project Manager, Program Manager and team Show less

Project Management Consultant

• Mar 2011 - Mar 2012

Consulting to Telstra - Telstra Operations | IT | Infrastructure Services | Virtulisation and I&S Projects Consulting to Telstra - Telstra Operations | IT | Infrastructure Services | Virtulisation and I&S Projects

Programme Management Analyst - BSS/OSS Enhancement Program (size $34m) (Contract)

• Oct 2010 - Mar 2011

- One of Colt’s strategic actions, formed to deliver a portal-based integrated on-demand cloud computing and network service across Europe - Colt provided a Vmware certified cloud that delivers flexibility, scalability, security and operational efficiency and enabled organisations to extend and migrate there own virtulised datacenter to one of Colt’s 19 - Largest, most high profile and complex virtualization tech delivery of its type using VMware and Oracle BSS/OSS products acorss Europe to deliver cloud computing services Centrally co-coordinating project activities as part of the wider programme, reporting into the overall Program Manager Specifically this role involved: • Facilitation and organisation of program meetings for both internal and external attendees, including minute taking and following up on actions • Site Administrator for maintaining program live documents ensuring they are stored in an efficient and effective user friendly way • Assisting the Transition Manager in documenting the operating model and the end-to-end transition plan for business and operational system support • Management of program issue, risk and dependencies registers • Assisting with the management of high-level and milestone program plans • Program change management: administration of change control procedure • Providing the program with daily status communications on countdown to go-live • Formatting and consolidation of material for Executive Board and Steering Group reporting packs • Lead role in the initiation, request for proposal, and on boarding of project resources into the program during the first phase of delivery • At all times I provided a high standard of ad hoc support to Project Managers and Business Analysts Show less

Project Manager

• Feb 2009 - Oct 2010

Assistant Project Manager for the Technology department on the BBC’s (British Broadcasting Corporation) largest and most complex project; Project North. This role included supporting the BBC North Project Manager in the overall project management and coordination of nine major workstreams responsible for delivering broadcast technology as part of the BBC North program. Specifically this role involved: • Assisting the North Project Manager in daily project management activities • Maintaining project risk and issue registers and ensuring these are actioned • Ensuring that strand risks and issues are escalated appropriately to North Technology Management • Supporting the North Project Manager in meeting organisation and minute taking • Organisation of meetings involving major stakeholders in Project North • Maintaining regular communication with all project strands to ensure that reports are correctly informed and represent the correct status • Compilation, collation and interpretation of information from nine technology strands to inform routine reports for the PMO and key stakeholders • Managing the change process from initiation through to implementation, including updating the process and training the support team • Assisted the lead Managed Services PM on contract negotiation and implementation for a Studio & Post Production services contract between the BBC and a joint venture. This included requirements gathering and publishing appropriate documentation at each stage of the cycle. Show less