Experience

Australian Financial Complaints Authority

• Australia
• Financial Services
• 500 - 600 Employee

• Customer Service Manager

  • Aug 2022 - Present

  Leader of the front end customer service team at AFCA.

• Team Leader

  • Nov 2020 - Aug 2022

• Quality and Capability Coach

  • Apr 2019 - Nov 2020



nbn® Australia

• Australia
• Telecommunications
• 700 & Above Employee

• Triage HFC Team Leader

  • Mar 2017 - Dec 2018

  Leadership responsibility for a team of 10 – 15 head network operators. Key Responsibilities: • Delivering upon Contact Centre and NBN network achievement KPIs through team ownership and weekly operational rhythm • Supporting, and fostering the growth and potential of my direct reports by adopting a coaching mindset in all interactions, always aiming at being better today than yesterday • Integrating change initiatives for the Triage HFC centre through ADKAR methodology Key Achievements: * Delivering exceptional performance improvement for After Call Work from a team average of 3 minutes 48 seconds in April 2017, to 46 seconds average with 83% team contribution in September 2017. * Seconded to the HFC Optimisation project as an Operations Team Leader from Mar to August 2018, starting from just 1 Service Area per week with no defined process to over 20 Service Areas each week adhering to a codified process flow and quality framework. * Represented Triage HFC as a “Change Champion” within the broader Customer Connections group, helping lead change through 3 org level restructures, maintaining an engagement average of 76%



Defence Bank

• Australia
• Banking
• 100 - 200 Employee

• Contact Centre Manager

  • Sep 2015 - Jan 2016

  Leader of Defence Bank’s customer facing contact centre managing a team of 15 inbound sales and service agents. Key Responsibilities: • Implementing monthly sales campaigns that focused on a particular product category that involved team activities and actions. • Ensuring monthly 1:1 coaching conversations were had with all staff members to support their skills and knowledge. • Assisting with training and implementation of Personal Loans lending capacity within the team. Key Achievements: * Insurance Sales results for the month of Nov 15 hitting the $50k target for the first time in 4 months, and then exceeding it during December. * Developing a Standard Operating Procedure for the contact centre on Personal Loans that assisted with both the teams and other business stakeholder understanding of the process.



Commonwealth Bank

• Australia
• Financial Services
• 700 & Above Employee

• Weekend Manager

  • Sep 2013 - Jun 2015

  Leadership responsibility for up to 100 head contact centre comprising of inbound sales, service and technical support staff, including 6 Team Leaders. Key Responsibilities: • Leading and coaching a vision and values team that closely aligns to a customer focussed culture by observing and coaching my Team Leaders in their day to day activity. • Driving continuous improvement measures such as lean frameworks, learning and other accreditation with the Team Leaders to help produce sustainable results. • Holding weekly Sales and Service meetings with my team to drive sales discipline by collaborating with actions and commitments across a broad product suite. • Succession planning Leader roles through coaching and mentoring prior and during secondment opportunities. Key Achievements: * Ending the 13/14 FY and the 14/15 FY at over 105% to target for sales results as a contact centre. * Turning the Weekend team’s engagement score on the People and Culture survey from 67% in 2013 to 91% in 2014, just 6 months after I started. * Finishing the 13/14 FY as one of the highest performing contact centres within Direct Banking (CBA’s customer facing division), achieving 86% as an overall centre for our customer service results. * Helping a troubled Credit Card achieve an Average Handling Time KPI for the first time in months, thus producing greater opportunity for sales discussions. * 3 Assistant Team Leaders being coached and developed to the point where they were able to be promoted to the Team Leader position.



Salmat

• Australia
• Advertising Services
• 700 & Above Employee

• Contact Centre Manager

  • Nov 2004 - Sep 2013

  I started my career in contact centres at SalesForce, which was later bought by Salmat. During this time I held several positions including:CCM Origin Verifications @home Jun 2012 - Aug 2012Operational responsibility for a 60 head contact centre comprising of Bricks + Mortar staff and @home Contractors who process inbound verifications of Origin door-to-door sales. Key Responsibilities• Coaching and mentoring 2 Team Leaders to ensure monthly 1:1 discussions were held and daily real time support of the inbound staff. • Liaising with Origin’s Compliance and Quality Assurance teams with continuous improvement initiatives to help drive more compliant sales.Key Achievements:* Quality Assurance improvement of up to approx. 5% week on wee for the months of July and August 2013. * Strong complimentary feedback from client as well as internal Senior Management in helping to build and reinforce the partnership between the 2 organisations. CCM Salmat Quick Response Jun 2006 - Jun 2012Operational responsibility of a 10 – 60 head multi-skill, multi-channel team comprising of both inbound, outbound and data entry teams. Heavily involved with new business implementations with a strong focus on client trials and tests.Team Leader Foxtel Customer Service Feb 2006 - Jun 2006Customer Service Representative Foxtel Customer Service Nov 2004 - Feb 2006

• Project Manager

  • Jun 2012 - Mar 2013

  Project based responsibility for the implementation of Contact Centre and Universal Communications back office users migrating onto the Reach VoIP platform. Key Responsibilities:• Engaging and communicating with Salmat clients, internal stakeholders, 3rd party suppliers and aligning these all to schedule.• Documenting process and process improvement for future operational roles as Reach became BAU.Key Achievements:* Migration of first 3 contact centres successfully and safely onto the Reach platform.* Migration of over 300 back office users onto the Reach platform.