Experience

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  IDP Education Ltd

  • Melbourne, Australia

  • Customer Experience Manager

    • Jul 2019 - Present
    • Melbourne, Australia

    IDP is an international education organisation offering student placement in Australia, New Zealand, the USA, UK, Ireland and Canada. As a Customer Experience Manager, I proudly lead IDP's CX program for Student Placement globally.

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  Better is Best

  • Melbourne, Australia

  • Consultant

    • Feb 2019 - Jun 2019
    • Melbourne, Australia

    Better is Best helps individuals and organisations amplify value by being their best selves. In this consulting role, I provided contract services on leadership, inclusion and diversity topics.

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  Rio Tinto

  • Brisbane, Australia

  • Principal Advisor - Inclusion and Diversity

    • Jan 2018 - Jan 2019
    • Brisbane, Australia

    I led the Inclusion and Diversity programme for the Energy and Minerals product group, across 7 countries, 13 operational sites and 10,000 employees. This Voice of Employee programme focussed on the diverse employee journey, their experience, barriers, enablers and desired workplace. I developed a globally portable and employee voiced I&D programme, including all training, enablement and engagement tools. I established governance structures, action plans, communication and roll out plans. I connected mentors, mentees and global peers and surfaced advocates for site committees and actions. Subject matter expertise in Voice of Employee, Diversity and Inclusion and Employee Advocacy programmes. Includes senior and remote stakeholder management, data intelligence, employee surveying and insights, learning and development, facilitation, engagement and enablement, coaching, collaboration, advocate nurture, governance, communication and roll out plans. Includes Inclusion and Diversity specific topics on the case for change, unconscious bias, conscious inclusion, inclusive behaviours, inclusive leadership, cultural competency, safety, psychological safety, flexible work, parental leave, recruitment, professional development and leadership development. This role was a one-year contract role based in Brisbane.

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  Better is Best

  • Melbourne, Australia

  • Principal Trainer and Coach

    • Mar 2012 - Jul 2018
    • Melbourne, Australia

    Better is Best was a consultancy that developed productive and engaged professionals. I delivered career and leadership assessments, coaching, workshops and outplacement services to businesses, partners, networks and individuals.

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  SAI Global

  • Melbourne, Australia

  • Global Customer Experience Manager

    • Nov 2015 - Nov 2017
    • Melbourne, Australia

    SAI Global is an applied information services company that helps organizations manage risk, achieve compliance and drive business improvement.I led the Global Customer Experience programme, across 2 business (RMS and Property), 3 core regions (APAC, AMER and EMEA), 29 countries and across 6 discrete portfolios (Learning, Assurance, Risk, Knowledge, Information Brokerage and Business Process Outsourcing). I was responsible for implementing the key foundations for a new Customer Experience function, including the strategy, governance, metrics, insights, improvement and cultural change programs, across all regions of the SAI Global business. I led a global programme called ‘Voice of Customer’ and provided the buyer, customer and market lens to a multitude of deeper research, touchpoint or improvement projects and change initiatives, to improve customer centricity, satisfaction and advocacy. Subject matter expertise in B2B and B2C Voice of Customer programmes. Includes senior and remote stakeholder management, employee change management, customer surveying and insights, buyer, customer and user journeys, personas, data intelligence and segmentation, benchmarking, customer-centric improvement projects across software and services journeys and advocate identification, nurture and advocacy, communications and roll out plans.

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  SAI Global Property - Leading the electronic settlements evolution.

  • Melbourne, Australia

  • Head of Product Services

    • Feb 2014 - Oct 2015
    • Melbourne, Australia

    As with any new technology, a carefully managed implementation is critical to the successful adoption and swift roll out across an organisation. I led the customer success and services strategy across 9 project managers, change managers, technical consultants, training and onboarding specialists, ensuring customer software implementations were solution focussed, pain free, and scalable. This fed into and out from Product Development roadmaps. Also delivered a substantial body of customer experience work when seconded to the ‘Better Together’ transformation programme. Subject matter expertise in customer success across onboarding, training, adoption, satisfaction and retention functions, complaint management, product development, business transformation programmes and Design Thinking, Agile, Salesforce and Zendesk.

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  Wear for Success

  • Australia
  • Non-profit Organization Management
  • 1 - 100 Employee

  • Charitable Partner, Trainer and Coach

    • Jul 2013 - Sep 2014

    Wear for Success / Dress for Success (Melbourne) is a not-for-profit working with government, non-governmental agency’s, corporates and donors to help disadvantaged men and women get back into the workforce. I delivered career and leadership programs (including the For Better Success Program), workshops and provide 1-2-1 coaching, skills and confidence to those looking to step back in and up.

  • Lead Career Support and Training Program

    • May 2012 - Jul 2013

    Wear for Success / Dress for Success (Melbourne) is a not-for-profit working with government, non-governmental agency’s, corporates and donors to help disadvantaged men and women get back into the workforce. As a volunteer, I led the career support and training program (strategy, implementation, promotion and penetration) working with strategic partners (including Accenture and Rights Management), a volunteer team of 5, the Executive Manager and clients. I also sat on multiple committees, delivered workshops and provided coaching to deliver skills and confidence to those less fortunate.

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  SAI Global Information Services (Property)

  • Melbourne

  • Encompass Training Specialist

    • Jul 2013 - Jan 2014
    • Melbourne

    Encompass software delivers the full picture fast, providing company, commercial, property, personal property and data services that help organisations save time, energy, money and risk. I led, established and embedded the customer education strategy for SAI Global's partner Encompass. This included the strategy, curriculum development using a ‘low to high touch’ model, instructional design, online and onsite training delivery, account management, workflow consultation and change management. Subject matter expertise in customer success across onboarding, change management, training, adoption, satisfaction and retention, instructional design, customer engagement and enablement, training, product development, business partnering and Salesforce.

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  SAI Global Compliance

  • United States
  • Software Development
  • 400 - 500 Employee

  • Content Product Manager APAC

    • Dec 2010 - Feb 2012

    I was responsible for developing and leading the overall strategy (product management, production, distribution, promotion and profitability) across 60 risk software and information services products and managing a large diverse team of 38 (editors, subject matter experts, suppliers, content managers and relationship managers) to deliver these solutions. Subject matter expertise in P&Ls, software and hardcopy product management (updates, quality assurance, bugs, enhancements, new releases), resourcing and utilisation, operational efficiency, process mapping, process improvement, market and competitor analysis, customer advisory, supplier and partner relationship management, marketing, Six Sigma, Lean, Customer Success Frameworks, IS0 9001 and customer experience.

  • Client Experience Manager APAC

    • Jan 2010 - Dec 2010

    I was responsible for the overall Client Experience strategy (client satisfaction, service levels, quality and product penetration) of 8 compliance and risk software services, managing 13 staff in the quality assurance, technical support, helpdesk, client relationship management and training functions. Subject matter expertise in P&Ls, service level agreements, professional services, technical implementation, onboarding, change management, quality assurance, training and Helpdesk functions, customer adoption, satisfaction and retention, complaint management, bugs and enhancement prioritisation, new release rollouts, resourcing and utilisation, operational excellence, process mapping, supplier relationship management, Agile and Salesforce.

  • Manager of Client Services

    • Jul 2008 - Jan 2010

    I was responsible for the overall management of 8 staff, across the senior consultant, project management, training consultant, technical support and client relationship functions, responsible for deploying governance risk and compliance software. I developed a new Client Services Programme which harmonised and streamlined activities, implemented this across functions, whilst assuring utilisation targets and service delivery.

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  SAI Global

  • Melbourne, Australia

  • Senior Consultant & Project Manager

    • Feb 2007 - Jul 2008
    • Melbourne, Australia

    I scoped business and technical requirements for Compliance, Risk and Ethics awareness programmes, including blended, offline, e-learning and learning management systems. I worked with globally based SME’s, script editors, instructional designers, production houses and technical consultants, customers and their change teams. I project managed their implementations and assessed their success.

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  Sweet & Maxwell

  • London, United Kingdom

  • Global Account Manager

    • Dec 2003 - Dec 2006
    • London, United Kingdom

    I was responsible for managing all aspects of Thomson Reuters products for US law firms based in the United Kingdom and throughout Europe. I grew revenue through strategic business development, key account management, marketing and training, exceeding targets and receiving awards. I worked with global and local stakeholder and presented at conferences in the UK, USA and across Europe.

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  Thomson Reuters

  • Sydney Area, Australia

  • Training Specialist

    • Aug 2000 - Dec 2003
    • Sydney Area, Australia

    I was responsible for establishing a market preference for online legal products in the legal, government, corporate and education sectors using account management and training techniques. I established the then Online Product Training Curriculum, which encouraged change, acceptance and adoption of new online products.

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  Freehills

  • Sydney Area, Australia

  • Paralegal

    • Feb 2000 - Aug 2000
    • Sydney Area, Australia

    As a paralegal I processed discovery documents and researched legal issues in relation to commercial litigation matters.

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  Gary Gotleib

  • Auckland

  • Law Clerk

    • Feb 1998 - Dec 1999
    • Auckland

    I researched and prepared legal documentation and conducted mediation and negotiation client conferences in relation to criminal matters.

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  Mighty River Power

  • Auckland

  • Customer Service Representative

    • Dec 1995 - Dec 1999
    • Auckland

    As a Customer Service Representative, I advised and responded to client queries in a call centre, consistently providing world-class customer service.