Experience

Maven Change

• Australia
• Business Consulting and Services
• 1 - 100 Employee

• Change Management Consultant

  • Dec 2022 - Present



Accelerer

• Australia
• Business Consulting and Services

• Change Lead

  • Jan 2017 - Present

  My ability to gain an understanding of how to build and maintain relationships within a business. By identifying how they run day to day, aiding in enabling to help successfully deliver on business outcomes while still implementing change. My ability to gain an understanding of how to build and maintain relationships within a business. By identifying how they run day to day, aiding in enabling to help successfully deliver on business outcomes while still implementing change.



NAB

• Australia
• Banking
• 700 & Above Employee

• Change Manager

  • Mar 2022 - Dec 2022

• Change Consultant

  • Oct 2021 - Mar 2022

• Change Manager - Eagle Program

  • Dec 2020 - May 2021

• Change Manager - Customer Remediation Program

  • Feb 2019 - Dec 2020



National Australia Bank

• United Kingdom
• Banking
• 1 - 100 Employee

• Change Lead (contractor) - Customer Pain Points program

  • Jul 2017 - Oct 2018



nbn™ Australia

• Senior Change Analyst (contractor) - HFC BAU projects

  • Jan 2017 - Jun 2017



Sensis

• Australia
• Advertising Services
• 700 & Above Employee

• F2F Business Development Consultant

  • Aug 2016 - Nov 2016

• Consultant, Support Business Management - F&S

  • Feb 2015 - Nov 2015

• Senior Change Analyst - NAB Connect

  • Jul 2014 - Feb 2015

• Communications Analyst

  • May 2013 - Jul 2014

  Key achievements: • Successfully developed the customer communications and internal communications for 3 products been rationalised – Homeside Credit Cards, Affinity Credit Cards and CA19 GST Offset Account. (First credit cards successfully migrated on the project)• Was the key driver and took initiative in owning the correct statement message process for all products (No correct process previously). • Successfully liaised with key stakeholders to get to correct end results and to lay the platform for future Statement messages and customer letters end to end process.• Developed a clear, concise and straight forward Stakeholder Matrix for the business to utilise.• Move to 700 acted as part of a key driver and source of information and guidance displaying great behaviours and being an advocate of the move.• Manage and upkeep our intranet page via CMS. Also cleaned up and took ownership of pages due to audit moving to the new system.• Being able to embed myself in the team without too much effort - Positive for future roles.• Being part of a working group to deliver the communication and change activities for Cards stream of work.• Picked up the CRM stuff well, Shall continue to own it and watch for updates, errors, improvements along the way.

• Change Analyst

  • May 2012 - May 2013

  Responsibilities • Working and being the main source and reference point for the concept floor. Managing people moves, suggesting specific business units who could work together and experience the floor and being the advocate of the new way of working. Being involved in the conducting induction to the floor, setting up and liasing with external stakeholders for supplier training required on the floor. Being the main resource point to ensure smooth process to the concept floor occurred with setting up of lockers, storage facilities and wireless keyboards and mice distributed and analysis completed so no double ups or errors were to happen.• I worked on BIA Workshops and collation for all business units to be relocated in the move for 700 Bourke Street. Being the main point of contact to interpret types of change and how they will be managed. Calling out potential risks and assigning owners identified for each impact.• Being the point of contact and liasing with our external suppliers for training to effectively use time well spent on the concept floor. Training includes: Printer, zody chairs and Interactive projector and wireless. Also proposing to these suppliers how best to roll out this training dependant on target audience to get the most effective experience. Continually advocating our new way of working, and implementing and utilising all resources available on our floor. Producing quick user guides and helpful tips on how to use these resources available to employees who are on our floor most effectively.• Have been supporting the change team to help deliver outcomes and benefits on 700B Project. E.g. Support Management of the concept floor.

• CCC Servicing Team Leader

  • Jul 2010 - May 2012

  Position: Credit Cards Team Leader/Mortgage Servicing Team Leader (As of 3rd October 2011)Responsibilities• Manage a team of between 10-15 bankers to provide excellence in customer service with our existing credit card customers.• Ensure that all Key Stakeholders are informed and updated in regards to the changes that are happening with the team.• Ensure that Stakeholder targets are meet within the required timeframe • Ensure all direct reports are focused on providing both existing and prospective customers with accurate information regarding the Nab’s products and services.• Ensure all direct reports are focused on providing effective first-call resolution, and are available to take calls from personal and business customers when scheduled• Provide coaching, monitoring and supervision to direct reports to ensure they have the skills and knowledge required to perform their role, and to ensure they maintain compliance with FSRA requirements and external legislation.• Demonstrate professional and ethical behaviour in all actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures relevant to the position.• Lead the Implementation of various campaigns and products that get delivered to cards and other business units. • Work and communicate effectively and with influence with a range of stakeholders across and outside the business (Platinum Cards)• Explain and interpret data trends and forecasts on a daily basis, and after analysis provide an outcome that best suits the business. These include expected call delivery, reporting, branch calls, AHT and Business Capacity analysis (Grade of Service).



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Sales Team Leader

  • Oct 2006 - Mar 2010

  Responsibilities• Managing a team of 17 Sales Professionals• Working well under pressure to over achieve on team and centre targets• Lead, coach and develop an enthusiastic and high performing team of Sales professionals who are passionate about successful selling• Lead, coach and develop the team to achieve in all performance areas• Motivate, coach and develop the team to actively retain customers and achieve revenue targets• Develop the team to provide superior customer service and continue to build on the existing customer relationships• Manage the team to deliver on the centre’s operational efficiency needs• Ensure adherence to Telstra policies, procedures and processes including a healthy and safe work place• Create an exciting and positive culture of proud, motivated professional with a shared vision of ownership of business success• Gathering, organising and analysing relatively complex information relevant to the team from appropriate sources and in a timely manner• Ensure sales professionals achieve all measures and behavioural expectations• Set work priorities and goals and ensure they are being met• Identify development needs of team members and plan appropriate activities to support them and further empower individuals to manage themselves and their performance• Ensure team and individual sales targets are achieved through vigilant focus on and driving sales strategies• Support and facilitate the implementation and acceptance of change in the workplace• Facilitate and promote teamwork and a team culture• Ensure that sales are achieved through delivery of quality and ethical customer service• Oversee and assist in facilitation of new inductions• Take on and prepare a new team for readiness, in the role of Sales Professional• Team administration duties

• Sales Consultant

  • Mar 2006 - Oct 2006

  Responsibilities• Assist customers with account enquiries• Sell appropriate products to customers• Upgrade products and services at customers request• Meeting and exceeding sales targets• Work within a team to meet targets and strike rates• Provide overall customer service• Providing leadership and assistance in the absence of the team leader• Management of particular campaigns within the team• Checking and updating the OH&S folder• Ensuring completion of workstation checklists• Providing feedback on campaigns and strategies• Coaching, training and guiding other team members