Experience

Victorian Gambling and Casino Control Commission

• Australia
• Government Administration
• 1 - 100 Employee

• Manager, Assessment & Determination

  • Sep 2017 - Present

  Manager of team of 30+ staff members, responsible for the organisations’s contact centre and licensing staff assessing and granting or declining low to medium risk applications for liquor and gambling licenses. Ensuring decisions are made in accordance with the regulatory framework which provides for Victorians to enjoy safe and responsible gambling and liquor environments. Manager of team of 30+ staff members, responsible for the organisations’s contact centre and licensing staff assessing and granting or declining low to medium risk applications for liquor and gambling licenses. Ensuring decisions are made in accordance with the regulatory framework which provides for Victorians to enjoy safe and responsible gambling and liquor environments.



National Broadband Network (NBN) Co

• National Manager Consumer Relations

  • May 2013 - Oct 2016

  Managing national team of 30 + responsible for dealing with escalated/complex complaints from NBN end users and access seekers. Direct responsibility for complaints via NBN CEO and Executives. Data analysis and reporting on trends/systemic issues. Lead on working groups to resolve systemic issues. Complaint liaison point for Department of Communications, Ministers' Offices, Ombudsman and Members of Parliament. Extensive internal and external stakeholder engagement. Development of NBN complaint policies, processes and key performance indicators.



Ochre Imprints Cultural Heritage Advisors

• Project Manager

  • Nov 2012 - Mar 2013

  Management of seven (7) archaeological staff and two adminstrative staff. Assigning and managing projects. Quality assurance - with focus on ensuring compliance with cultural heritage management legislation. Trial, selection and implementation of project management software. Liaison with, and advice to, government and private clients. Liaison with heritage regulators and Aboriginal stakeholder groups. Employment/workplace advice to the executive. Management of seven (7) archaeological staff and two adminstrative staff. Assigning and managing projects. Quality assurance - with focus on ensuring compliance with cultural heritage management legislation. Trial, selection and implementation of project management software. Liaison with, and advice to, government and private clients. Liaison with heritage regulators and Aboriginal stakeholder groups. Employment/workplace advice to the executive.



Telecommunications Industry Ombudsman

• Complex Case Manager

  • Sep 2008 - Aug 2012

  Management of team of eight (8) to 12 Senior Investigators responsible for resolving complex cases and drafting binding decisions for Ombudsman and Deputy. Staff selection, coaching and mentoring. Quality assurance. Provision of expert advice on telecommunications and carrier land access legislation, policy, industry codes of practice. Monitoring and reporting on external environment including media. Analysis of complaint trends and identification of systemic issues. Production of briefings for the executive. Liaison with Ministers' Offices, MPs, regulators, consumer advocates, telecommunications providers and carriers. External presentations. Expert advice on dealing with difficult people.

• Investigations Manager

  • Feb 1998 - Sep 2008

  Management of team of 12-16 investigators responsible for resolving complaints and preparing unresolved complaints for handover to senior investigators. Selection and training of staff. Ensuring evidence gathered and decisions made are sound and transparent and that key performance indicators met/exceeded. Preparation of monthly investigations reports to Board and Council, highlighting and analysing trends and identifying systemic issues. Public Affairs activities including media interviews and conference presentations. Development of policies and procedures for investigating complaints.

• Investigations Officer

  • Dec 1996 - Feb 1998

  Investigation and resolution of complaints about telecommunications issues including claimed breaches of privacy, network faults, billing and contracts. Expert on internet related issues and unusually persistent complainants. Written articles for publication in the technology section of the Australian newspaper.



Aboriginal Affairs Victoria

• Cultural Resource Management Archaeologist

  • Aug 1995 - Sep 1996

  Management and coordination of medium to large scale heritage management projects, including exploring the potential use of Aboriginal Archaeological sites for cultural tourisim purposes. Designing project briefs, selecting and managing external consultants, identifying key interest groups, liaising with private land holders, Aboriginal community stakeholders and government agencies. Managing field and office staff.

• Project Archaeologist

  • Apr 1992 - Aug 1995

  Development and monitoring of cultural heritage protection guidelines for Agriculture Victoria and local Government as part of the Murray Darling Basin Salinity Program. Extensive liaison with private land holders, Aboriginal Communities and goverment agencies to ensure joint strategies for the management and protection of Aboriginal archaeological sites. Selection and management of field staff. Design and implementation of highly successful Aboriginal Affairs Victoria educational "mini-poster" series (still in use as of 2013).