Experience

World Travel Protection

• Australia
• Hospitals and Health Care
• 100 - 200 Employee

• Customer Success Manager

  • Sep 2022 - Present

  Managing the technology implementation from vendors to sales, service and operations teams to ensure successful TRM technology rollout and ensuring configuration of new business requirements.Accountable for ongoing technology management of existing clients. Building, defining and implementing global operating procedures to ensure effective management of bespoke technology in TRM across a global business.Providing SME insights to medical, security, operations and sales teams on global TRM technology.Vendor negotiation, contracts, implementation and management.



Hostplus

• Australia
• Financial Services
• 200 - 300 Employee

• Account Manager

  • Sep 2021 - Sep 2022

  A continuation of employment due to the merger of Intrust Super & Hostplus A continuation of employment due to the merger of Intrust Super & Hostplus



Intrust Super

• Australia
• Financial Services
• 1 - 100 Employee

• Senior Manager - Growth

  • Jul 2020 - Aug 2021

  This role is to oversee the development and management of new business growth strategies with a national team of Relationship Manager/BDM’s (dual role); In addition, reporting, data analytics, CRM customisation and process implementation to ensure the Service & Sales team operates as efficiently as possible.

• Relationship Manager

  • Feb 2018 - Jun 2020

• Manager - Member Relationships

  • Jun 2015 - Feb 2018



Devon Macrae Photography

• Photographer

  • Jun 2011 - Nov 2015

  Web: www.devonmacrae.smugmug.comFacebook: www.facebook.com/devonmacraephotographyInstagram: @devonmacraephotographyAchieving a top 15 image of 9000 submissions to the "Photographer of the Year"​ with Africa Geographic is a highlight of my time as a travel photographer.Being born in Zimbabwe, my passion for photography began in Africa where he worked with African Safari Specialists to capture the wildlife, culture and essence of Africa through his photography.I have travelled back to Africa numerous times, allowing me to experience magical moments; whether it be walking the rural paths, meeting the local people and experiencing their way of life or sitting on a kopje with the vast plains of the Serengeti rolling over the horizon. With a relaxed and unique approach, along with an eye for detail, my experience has brought the ability to capture amazing images in any situation and the ability to adapt my photography style to suit the needs of clients.



CCIQ

• Australia
• Environmental Services

• Membership Relations Manager

  • Dec 2012 - Jun 2015

  I joined CCIQ in December 2012 to take on the challenge of building CCIQ's Membership Relations Team. My ultimate responsibility was managing a vibrant, excelling Membership Team, bringing quality service to Queensland Businesses in sales, engagement and retention across all services, products and benefits. I worked collaboratively with Regional and General Managers to define a team that complemented CCIQ’s strategic plan to grow our support for Queensland Businesses.Since 2012, CCIQ saw a 25% increase in total membership and 17% reduction in cancellations. Effective management of CCIQ's Membership Relations Team ensured acquisition, engagement and retention were key contributors to the growth and success.



Star Track Express

• 1 - 100 Employee

• Acting Contact Centre Manager / Senior Team Leader

  • Aug 2011 - Nov 2012

  Performed duties as Acting Contact Centre Manager to a contact centre of 47 staff and 3 Team Leaders. Managed KPI's, Grade Of Service and developed mentoring and coaching plans for staff. My role was key in ensuring daily operation of the Contact Centre in Brisbane. On a daily basis i would coach and develop staff, guide the leadership team and provide operational assistance to escalated situations or client contacts to resolve any urgent matters as timely as possible. I negotiated with key stakeholders, from senior management, external clients, outsourced operations to the end client to ensure these duties were conducted effectively.



Policelink

• Acting Team Leader

  • Feb 2009 - Aug 2011

  I assisted in the training and development of new recruited staff to ensure use of the comprehensive database and sensitive information was of high quality in completion. My role was to ensure adequate ongoing training and coaching was provided to both new and existing team members. I was part of a successful L&D team and an operating team of 15+. Call monitoring, escalation resolution, realtime adherence, queue performance, Grade of Service and managing teams to assist in major incidents, such as the 2011 floods were part of this role.

• Client Service Officer

  • Jun 2007 - Jan 2009

  Generated Crime Reports and assisted in the statistical counting utilising the QPS Database. My role was to input crime reports using comprehensive templates linking to sensitive information to ensure documents were appropriately ready for trial and court hearings. This role was an inbound contact centre speaking with sworn police officers and the public wishing to make reports of crime throughout Queensland. I excelled in this role and begun training as a Acting Team Leader in 2009.



Kwik Kopy West End

• Australia
• Printing Services
• 1 - 100 Employee

• Operations Manager

  • Jun 2006 - Jun 2007

  Ran the daily operations of the print factory, Graphic Design as well as completed estimates and outsource jobs. Ran the daily operations of the print factory, Graphic Design as well as completed estimates and outsource jobs.



Pastel Management

• United States
• Hospitality

• Accounts Reconcilliation

  • Jan 2004 - Dec 2004

  Assisted the company accountant to reconcile miscellaneous credits and settle unpaid accounts for Pastel Management, an Accounting software sales and support company in Harare. Assisted the company accountant to reconcile miscellaneous credits and settle unpaid accounts for Pastel Management, an Accounting software sales and support company in Harare.