Case Manager

• Aug 2022 - Present

Operations Manager

• Apr 2021 - Aug 2022

Providing high level management across all daily operations of the retail stores to ensure the smooth running of all store processes and procedures and to maximize profit and minimize costs. Providing an exceptional level of service to all customers; addressing and resolving customer complaints. Monitoring the operations of the customer service team to ensure their services meet and exceed the expectation of customers; evaluating sales performance and customer satisfaction levels. Maximising sales and profits through overseeing visual merchandising, and creating marketing campaigns. Providing leadership to a team of staff; facilitating training and coaching as required, as well as managing performance and encouraging staff development. Overseeing all workforce requirements; managing staff rostering and ensuring proper staffing levels at all stores. Driving a culture of continuous improvement and ensuring that best practice is implemented and maintained. Managing store finances; preparing budgets and analysing operational expenses and costs to identify losses and develop strategy for increased profits. Overseeing all stock management; conducting inventory analysis to determine optimal stock levels. Ensuring adherence to all workplace health and safety procedures; facilitating incident management and the implementation of safety initiatives.

Facilities and Operations Manager

• Aug 2017 - Feb 2021

Implement COVID-19 site plans and all facets related to requirements under Public Health orders; including all hygiene and PPE required, as well as re-alignment of office space to meet requirements.Manage all facility issues, as well as fleet and maintenance issues.End to end management of all workers compensation claims, in-line with relevant state workers compensation regulation. Compliance reporting and Develop and implement WHS compliance planning / training Management of all return to work cases for the organisation across NSW and VIC - including all case management with EML, iCare and SIRA.Manage issues and complaints relating to day to day running of facilities.Establishment and management of vendor relationships with regards to facility management such as amenities, cleaning, alarm management.Contract renewal and review.End to end project management of new initiatives across the organisation, including and not limited to new processes for areas such as Health and Safety, Procurement and Communications; as well as site changes.Develop and implement policies and procedures across the business for areas such as WHS.Develop and rollout Toolbox talks and other such safe working practices.Vendor relationships in areas such as waste management, gas supply and other critical areas of the business.

Branch Manager

• Jul 2016 - Aug 2017

Manage two branch locations and a team of 24 staff. Develop KPIs and metrics, in line with business needs, for staff.

Platinum Customer Services

• May 2015 - Jul 2016

• Delivery of outcomes with a superior level of customer focused service • Prioritisation, management and resolution of customer queries • Be part of a dynamic ‘pod’ structure dedicated to servicing corporate customers • Building and maintaining relationships across the FleetPartners team to support the customer • Preparing Quotes relating to vehicle requirements per customer requests • Delivery of outcomes with a superior level of customer focused service • Prioritisation, management and resolution of customer queries • Be part of a dynamic ‘pod’ structure dedicated to servicing corporate customers • Building and maintaining relationships across the FleetPartners team to support the customer • Preparing Quotes relating to vehicle requirements per customer requests

Project Manager

• Dec 2010 - Dec 2014

• Provide end to end complex services and solutions for key customers.• Own, manage and maintain the customer relationship for the lifecycle of each project.• Manage all internal team and individual relationships including but not limited to communications consultants, designers, account management and escalating to the senior management team on a regular basis.• Set, negotiate, document and tailor project expectations with each customer.• Provide detailed tailored project reports.• Manage customised contracted billing from quote to implementation.• Own and manage all issues and provide documented updates and outcome resolution.

Service Manager

• Mar 2004 - Nov 2010

Manage a portfolio of customers within the Large Enterprise space in Telstra (approx $22.5 million portfolio). Act as the main point of contact for these customers and manage issues through to resolution. Issues ranging from billing, complaints, debt recovery, installations/projects, new contracts and sales, and fault issues. Manage the end to end delivery of services, product implementation and device set up. (Key clients included: Reserve Bank of Australia, Woolworths, Big W, Dan Murphy’s, BWS and Bank of America).

Team Leader

• Dec 2000 - Mar 2004

Management of a multi-skilled, high performing team within Telstra's Enterprise & Government group. The customer base varied throughout this appointment, from the travel & tourism sector to third part agency management. Teams consisted of between 12-18 employees. Management of a multi-skilled, high performing team within Telstra's Enterprise & Government group. The customer base varied throughout this appointment, from the travel & tourism sector to third part agency management. Teams consisted of between 12-18 employees.

Service Provisioner - Data & Voice

• May 1998 - Dec 2000

Evaluation and processing of simplex and complex service applications for large corporate customers. This role required the mangement of both internal and external stakeholders, knowledge of multiple in house systems and processes, good oral and written communication skills, as well as regular reporting. Evaluation and processing of simplex and complex service applications for large corporate customers. This role required the mangement of both internal and external stakeholders, knowledge of multiple in house systems and processes, good oral and written communication skills, as well as regular reporting.