Experience

My Plan Manager

• Australia
• Financial Services
• 100 - 200 Employee

• Maternity Leave

  • Jun 2021 - Present

• Project Manager

  • Feb 2021 - Present

• Team Manager

  • Apr 2020 - Feb 2021



News Corp

• Technology, Information and Media
• 700 & Above Employee

• Sales Team Leader, News Customer Support

  • Dec 2018 - Apr 2020

• Media Sales Team Leader

  • Sep 2017 - Dec 2018



Link Group (LNK)

• Australia
• Financial Services
• 700 & Above Employee

• Team Leader, AustralianSuper

  • Jul 2017 - Sep 2017

• Team Leader, Fund Administration HESTA

  • Aug 2016 - Jul 2017



The Royal Australian College of General Practitioners (RACGP)

• Australia
• Non-profit Organizations
• 700 & Above Employee

• Member Services Team Coordinator

  • Mar 2014 - Jul 2016

   - Supervising the Member Services Team’s activities - Review, develop and implement new policies, procedures and training manuals - Provide training, development and leading change management - Ensure all staff are meeting deadlines and targets, and relevant number of staff are delegated to each project / task - Reporting across a variety of functions - Ensure all Quality Assurance tasks are completed, including all regulatory obligations being met - Actively participate in maintaining and building new client relationships. - Assist Marketing with developing the Value Proposition - Identifying trends and areas for improvement to raise with leadership / Council, taking initiative to implement change with a client centric approach - Participation in Social Committee to improve employee engagement and build positive team culture



NAB

• Australia
• Banking
• 700 & Above Employee

• Anti Money Laundering Monitoring Analyst

  • Oct 2012 - Mar 2014

   - Analysing and investigating potential fraudulent activity - Liaising with various Government bodies regarding potential terrorism financing and money laundering intelligence - Educating staff to identify suspicious customer behaviour - Driving continuous improvement to reduce costs, improve customer experience and streamline processes - Ensure the business achieved a 3.0 qualification required to meet strategic goals and maintain a competitive edge - Founded the “Engagement Committee” to improve employee satisfaction resulting in a 40% increase in employee engagement scores - Founded and implemented the Reward and Recognition working group and framework for the business

• Application Fraud Team Leader

  • Jun 2011 - Oct 2012

  - Managing team responsible for reviewing potential fraud on various credit applications- Performance management- Leading change management through multiple re-structures and technology upgrades- Creating and managing a quality performance framework- Recruitment of candidates- Collaborating with extended leadership to ensure the business achieves its set targets and objectives- Working across teams to ensure consistency in processes- Created and implemented process maps, policy and procedure manuals to secure business contingencies and ensure customer excellence- Implemented an effective operating rhythm to lift employee enablement



Bupa

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Contact Centre Team Leader

  • Jun 2009 - May 2011

  - Queue monitoring and management of incoming call volumes- Implementing contingencies without consultation- Ensuring service, sales and retention targets are achieved by developing/coaching staff, implementing initiatives, monitoring performance and influencing staff behaviours- Leading the team through continuous change management- Performance management with a strong focus on lifting employee engagement, reducing attrition and improving the customer experience- Working to tight deadlines, ability to work under pressure and adapt to an ever changing environment