Head of Creative & Partnerships

• 2022 - Present

The Yogat brand is recognised globally, and is synonymous with exceptional quality, durability and beautiful art. Since 2018 Yogat have been developing artful, inspiring and luxurious workout products for their online store and Australian stockists. Working closely with small businesses to large organisations, to develop a collection that echos their brand's vision, style and aesthetic whilst complementing their existing services. Our Private Label allows boutique brands the opportunity to create their very own range, leveraging our rich portfolio of emerging and established Australian artists and high-quality, trusted products.

Brand & Customer Experience Consultant

• Aug 2020 - Present

BADASS Brand and Customer Experience (CX) Consultant Specialising within the arts industry I worked with many creatives to enhance their business and personal branding. Taking their business to the next level strategising new innovative product offering and digital branding. BADASS Brand and Customer Experience (CX) Consultant Specialising within the arts industry I worked with many creatives to enhance their business and personal branding. Taking their business to the next level strategising new innovative product offering and digital branding.

Visual Artist

• Mar 2017 - Present

Change Manager

• Oct 2019 - Apr 2020

Change Management Specialist

• Mar 2019 - Aug 2019

Head Of Training

• Nov 2018 - Feb 2019

As the Head of Training at Lorna Jane my role is to drive the businesses productivity through education. How I do this, is by writing and designing quality learning and development content that can be delivered in new and innovative ways to engage our internal customer, but more importantly education that MAKES AN IMPACT and DRIVES IMPROVEMENTS in our business. As a huge advocate for Customer Centricity this is where it all begins. My role is responsible for: - Overall training strategy for all business sectors globally for Lorna Jane - Creation and execution of all Induction and Professional Development training within the business - Creating one universal language within Lorna Jane - Be a future thinker in regards to learning, training, performance gaps and coming up with new and innovative ways to close them - Coach & Develop Area Leaders within the business to facilitate Induction programs for the retail sector and improve their people development abilities - Ongoing development of the tone and culture we set for our internal customer - Giving our people the skills to build meaningful relationships and create exceptional experiences for our Lorna Jane customer - Continually motivating the internal customer to drive improvement through education

National CX and Innovation Lead

• May 2018 - Oct 2018

To create change you need to involve and inspire and my mission throughout my project at MAX was to do just that. With legislative change our company needed to be at the forefront of choice for our customer, and how we do that is through an excelled customer service strategy. I mapped, created and executed a customer service framework that was rolled out nationally to re-engage and inspire staff to flip the model and put the customer at the center of everything we do. Through learning and people development we’re moving the needle to create a customer centric culture that engages staff and creates memorable experiences for our customer.

National Business Improvement Specialist (CX focused)

• Sep 2017 - May 2018

My job - swoop in, project manage and design a customer centric digital strategy to increase the ease and management of our clients investment funds. With 74% of clients likely to switch providers because they find purchasing and navigating too difficult - this was a priority! Throughout my time at Trilogy I managed B2B and B2C Microsoft Dynamics CRM projects to enhance and improve our clients online experience. As part of this my role also encompasses designing the training rollout strategy for our internal and external big business clients.

Business Analyst

• Jan 2017 - Jul 2017

Training Specialist

• Mar 2015 - Oct 2016

My role has evolved since commencement from a Learning and Development Systems Trainer in a single vertical, to become an Implementation and Adoption Specialist in Blackboard and Salesforce, responsible for System Inductions and Change Management Projects for whole of business. This role encompasses:- liaising with internal stakeholders from customer facing roles through to the executive team- designing and mapping of business processes- identifying process improvements- implementing change management strategies- translating outcomes, requirements and deliverables between my stakeholders, system developers and architects. - delivering on stakeholder outcomes within agreed deadlines - driving continual improvement for our customers experienceTo deliver the best possible outcomes for the business I work collaboratively with Business Analysts, Project Managers, Upper & Executive Management and System Architects. Through ongoing reflection, feedback and analysis I'm able to identify learning opportunities to continually improve and develop my skills, so I am able to deliver high quality work to the business. I actively involve myself in tech groups, attend events and follow sites and forums, to keep my finger on the pulse of predicted global changes in the tech space.

Implementation and Adoption Specialist

• 2015 - Sep 2016

Business Services Officer

• Nov 2014 - Mar 2015

During my time in this role I played an integral part in the 2015 Queensland State Election Call Centre Project. I was responsible for 120 call centre staff whose roles were created to provide customer service and support to all inbound electoral voter enquirers across Queensland. This role also involved: - Training staff on System and Business Process - Training relevant legislative knowledge for project - Managing performance - Analysing performance data - Identifying, mapping and implementing process improvement - Coaching and development of staff - Organising the collection & distribution of postal votes - Managing conversations with legal and media teams - Processed Independent Candidate registrations - Handing escalated complaint calls

Project Manager

• Mar 2012 - Sep 2014

Projects including:- Looking at new ways we could enhance and improve our staffs end user experience in Salesforce to better assist our Account Managed clients in both Sales and Service. - Customer Connection Champion/Advocate in charge of a QLD Region developing strategies to drive one of the biggest 'Change Movements' for the business. - Managing the re-development of the internal System, Product and Business Process Induction for all Telstra Small Business staff nationally and in our off-shore GLS center. - Collaborated on the Net Promoter Score implementation project

Team Leader - Sales

• Feb 2011 - Nov 2013

I led a team of 15 staff for Telstra's Small Business division. Our main goal was to provide a selected portfolio of small business clients (approximately 25,000) with a tailored telecommunication package best suited to their business needs. Our team worked towards increasing Telstra's share in the small business market in preparation for the company's rebranding and Customer First project rollout. I coached and managed each individual team member to achieve set monthly targets adherence to schedule, average handling time, call transfers, net promoter scores and a total customer spend of $60,000 or more per month. I was also very driven to professionally develop my people. I implemented a career development program in my team providing them with opportunities to work towards their career goals and build up the skills they required to be better equipped for their desired role within the organisation.

Complaints Manager

• Jun 2009 - Feb 2013

Managed escalated complaints for the General Manager of Small Business.

Small Business Account Manager

• Jun 2009 - Feb 2011

Managed a selected portfolio of small business clients and provided them with personalised telecommunication needs to help drive more productivity and efficiency within their businesses.