Experience

Belgravia Health & Fitness

• Australia
• Wellness and Fitness Services
• 1 - 100 Employee

• Customer Experience and Sales Manager

  • Jun 2023 - Present

  Leading the customer experience and sales strategy cross 6 high profile City of Sydney Council Aquatic and Fitness facilities - Redesigned existing VOC program to better represent feedback themes and trend analysis to council leadership to prioritise areas impacting customer experience and membership churn - Implemented customer segmentation into CX and sales teams to provide insights into customer behaviour and deliver a roadmap for customer experience and sales strategies for FY24 - Designed and implemented member referral program and developed lead management policies to maximise sales opportunities, Increasing lead generation by 18% within 3 months - Launched ex member renewal campaign and current member upgrade campaigns which contributed to achieving 112% sales to forecast for first 2 months of FY24 Show less



Fitness Passport

• Australia
• Wellness and Fitness Services
• 1 - 100 Employee

• General Manager - Operations

  • Apr 2018 - Jun 2022

  Leading a Sydney based operations team and two offshore BPOs (Philippines and Fiji) to drive superior member experience and increase member retention. Refining and developing processes, reducing customer effort and friction points whilst also reducing costs to the business. Integrating new technology (CRM, technology platform) to increase efficiency and to provide actionable insights. - Introduced a successful member retention program, reducing membership churn by 21% - Managed P&L - achieving -13% to budget for FY22 whilst increasing CX metrics and surpassing KPIs - Project lead for company wide CRM upgrade and rollout in December 2018 - Introduced a KBA database to increase member self service, resulting in a 24% reduction in online enquiries whilst also driving improved member experience - BPO relationship management, contract renewals and new BPO centre opening and ramp up - Exceeding FCR and resolution time SLAs for all customer service teams - Product Owner for CRM, liaising with onshore and offshore teams to prioritise and implement UI and CX changes - Managed member communication of business shutdowns due to COVID, resulting in low churn and increased member engagement Show less



Creative Activation

• Australia
• Marketing Services
• 200 - 300 Employee

• National Operations Manager - CX

  • Nov 2017 - Apr 2018

  Leading and developing a national network of mystery shopping & auditing programs for some of Australia's largest retailers to help them improve customer experience and drive growth. Develop and improve mystery shopping and auditing programs to improve customer experience and provide clear and actionable feedback. Process improvement and development, resource management, P&L management, internal and external stakeholder relationship building and change management. Leading and developing a national network of mystery shopping & auditing programs for some of Australia's largest retailers to help them improve customer experience and drive growth. Develop and improve mystery shopping and auditing programs to improve customer experience and provide clear and actionable feedback. Process improvement and development, resource management, P&L management, internal and external stakeholder relationship building and change management.



Career Break

• Career Break

  • Jul 2017 - Oct 2017

  Travel to Europe and the Middle East. Travel to Europe and the Middle East.



Salmat

• Australia
• Advertising Services
• 700 & Above Employee

• Contact Centre Manager - Woolworths Supermarkets, Mobile and Social Media

  • May 2016 - Jul 2017

  Multi dimensional contact centre management across the Woolworths brand, focussing on customer experience and service across national supermarkets, incident management, app support, mobile, social media, privacy and national switchboard teams. Customer insights reporting and analysis, stakeholder management, workforce planning, coaching and mentoring Team Leaders. Leading incident management teams to resolve high risk and sensitive incidents. - Improved FCR by 9%, CSAT by 18% and consistently hit service level and CSAT targets - Led critical response team, engaging internal and external stakeholders to reduce brand risk and solve high risk customer and store issues - Process improvement focus with key wins in VOC and business insights reporting and analysis - Strategically lower AHT whilst maintaining high FCR % and improving customer experience and satisfaction - Oversaw rapid expansion of Woolworths Mobile contact centre (300% growth in 6 months) - Manage social media operations across all Woolworths brands - Liaise with regulatory bodies (TIO, Fair Trading) to resolve escalated customer complaints Show less



Woolworths Group

• Australia
• Retail
• 700 & Above Employee

• National Customer Service Manager - Nexday Logistics

  • Sep 2015 - May 2016

  Contact centre management, VOC reporting and feedback, process improvement, project management, internal and external stakeholder management, quality assurance, process documentation, workforce planning, recruitment and training, coaching, complaint resolution, reporting and development of staff.- Developing strong team culture with a focus on employee engagement and development- Created robust reporting and workflow prioritisation mechanisms- Managing a process improvement project to create efficiencies and minimise CODB pressures- Implementing QA programs to increase customer satisfaction and engagement Show less

• Online Customer Service Manager - Dan Murphy's Digital

  • Dec 2014 - Sep 2015

  Contact centre management, process improvement, VOC analysis and recommendations for improved CX, workflow prioritisation, internal and external stakeholder management, social media management, meet and exceed service SLAs and KPIs, quality assurance, workforce planning, training and coaching, complaint resolution, performance management, reporting and drive a fun and productive culture. - Reduced handling time of non call work by 20%- Developed robust reporting and QA processes - Increased customer engagement via all non call work channels (including social media) Show less

• Online Sales Team Manager - Dan Murphy's Digital

  • Jan 2013 - Dec 2014

  Contact centre management, develop and manage online sales strategies and incentive programs, process improvement, reporting, coaching and training, staff development, complaint resolution, internal stakeholder management and process documentation.- Developed a strong team culture in a brand new call centre - Increased sales conversion by 11% in 18 months- Created and ran incentive programs that grossed over $400k revenue per year- Online retailer of the year award (ORIAs - 2013) Show less



Fitness First Australia

• Australia
• Wellness and Fitness Services
• 700 & Above Employee

• Club Manager and Sales Manager

  • Jul 2011 - Jan 2013

  Manage club P&L, contact centre management, implement sales and marketing strategies, develop and coach staff, database and club membership management, recruitment and training, member engagement strategies and development of corporate partnerships - Increased club membership sales by 15% within the first 6 months - Decreased member attrition by 10% in same time period Manage club P&L, contact centre management, implement sales and marketing strategies, develop and coach staff, database and club membership management, recruitment and training, member engagement strategies and development of corporate partnerships - Increased club membership sales by 15% within the first 6 months - Decreased member attrition by 10% in same time period



Oxigen Fitness

• Erina

• Sales Manager and Personal Trainer

  • Jul 2009 - Jul 2011

  Sales and member management, develop and coach staff, increase member engagement & develop member retention strategies, execute marketing initiatives, one on one & small group personal training sessions, general club administration. - Introduced member retention programs, increasing retention by 20% in the first 6 months - Introduced member feedback initiatives to help maintain retention success - Sales team exceeded sales targets every month Sales and member management, develop and coach staff, increase member engagement & develop member retention strategies, execute marketing initiatives, one on one & small group personal training sessions, general club administration. - Introduced member retention programs, increasing retention by 20% in the first 6 months - Introduced member feedback initiatives to help maintain retention success - Sales team exceeded sales targets every month