Experience

CPL - Choice, Passion, Life

• Australia
• Non-profit Organizations
• 400 - 500 Employee

• Rostering and Customer Service Manager - Shift Fill

  • Jun 2021 - Present

  Reporting to the Manager, Workforce Rostering and Resourcing, I lead the rostering shift fill & customer service hub functions of CPL to deliver consistent, high quality and customer centred services across Queensland and northern NSW. Objectives include maximising operational effectiveness and quality outcomes, especially for urgent shift fill requirements. High volume service delivery is 365 day, 24/7 and the role attends after hours if required. Current direct reports are 35 with that reducing to 5 direct reports after recruiting 5 new team leaders. Responsibilities include: • Lead, coach and motivate customer service and rostering teams to deliver the highest quality performance outcomes. • Commitment to achieving best practice for the operation. • Effective management of the teams’ resources; financial, people assets and costs. • Stakeholder reporting and liaison to understand business needs and maximise effectiveness in meeting objectives. • Model CPLs values and the CPL Way of understanding the person, give great service, work together and find better ways at all times in your work and interactions. Show less



Services Australia

• Australia
• Government Administration
• 700 & Above Employee

• Team Leader

  • Jan 2021 - Present

  A full-time contract role, as part of the leadership team managing the day to day operations of service officers, approving leave, monitoring attendance, workload and performance and allocating work. This is within the Brisbane Smart Centre for inbound telephony on the Jobseeker line. Responsibilities ● Manage operations to improve the customer experience by monitoring and managing the streaming of customer traffic in real-time, developing strategies to balance customer demand and resources. ● Monitor and report on the achievement of business outcomes, key performance indicators and quality assurance to assist management to support overall performance. ● Utilising Genesys Solutions to manage Service Officer schedules and adherence. Accomplishments ● Undertook an APS 5 role as a direct entry Team Leader, having to quickly adapt to working within the Federal Government and learn new processes promptly. ● Completed a comprehensive course on the Australian Government regulations regarding Income Support payments. ● Conducted performance management conversations ranging from attendance issues, operational compliance and learning and coaching sessions for 20 Service Officers. Show less



DHL

• Germany
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Workforce Planner

  • Aug 2020 - Dec 2020

  A fixed-term contract role assisting with the workforce planning and data analysis for the DHL Australia customer service team and their 250 customer service agents. Responsibilities • Provide roster maintenance, agent work schedule adherence, and compliance monitoring. Driving the grade of service target – 90% of calls answered within 10 seconds. • Collate data for reports involving call volumes, agent attendance, and agent work patterns and sales. Accomplishments • Provided analysis of business processes, taking advantage of data analysis tools within Microsoft Excel to reduce the number of reports, and improve efficiency. This resulted in a reduction of the completion time of these daily reports from 4 hours to 2 hours. • Streamlined the sick leave process, collating the data in a single document versus multiple documents. This improved the accuracy of the data and halved the time taken to collate the report. • Prepared their reporting structure so that they can then digitise their data output, ready to automate their reporting once a suitable program has been identified (such as Power BI). Show less



Virgin Australia

• Australia
• Airlines and Aviation
• 700 & Above Employee

• Crew Control Team Leader (Internally known as Lead Crew Controller)

  • Nov 2016 - Sep 2020

  Led a team of 8-12 controllers in the Brisbane Operations Centre, maintaining the Virgin Australia crew network. This involved the active monitoring of 3000+ crew in Sydney, Brisbane, Melbourne, Perth, Canberra, Auckland, and Christchurch. Responsibilities• Oversaw operational decisions by crew controllers relating to flight and cabin crew. • Effective communicator with leaders and team members to manage competing priorities, provide strategic thinking and application to solve operational situations. • Manage stakeholder expectations through negotiation and communication skills with multiple internal and external stakeholders.• Responsible for crew controller rostering, recruitment, developing training packages, performance management, and development. • Accountable for maintaining operational compliance with government regulations and employee work agreements.Accomplishments• Revamped the crew control team recruitment day by introducing insightful tasks, written exams, and a re-tuned interview pack. Improving the quality of ‘touchpoints’ with each candidate, to receive a better fit for the team. • Developed a Crew Control Disruption Plan. Collaborated with leaders from multiple departments to produce an aligned ‘network disruption’ response. This reduced delays, cancellations, and costs of crew hotel accommodation.• Made key operational decisions impacting safety and customer experience. This led to a ‘future leaders’ program with the Operational Duty Managers. Increasing my accountability for the operation, exposure to the senior leadership team, and being part of the corporate emergency response. • Achieved the highest available individual performance rating for the last 3 years (highly effective). Show less

• Crew Controller

  • Jul 2014 - Nov 2016

  Used a crew tracking system to monitor, and actively manipulate crew rosters in response to changing network conditions within the Virgin Australia network. Responsibilities• Maintained up to date knowledge of EBA agreements, CASA regulations, fatigue and safety management systems, training requirements, and compliance.• Coached and facilitated a 10-week training program for new controllers. • Worked under pressure, prioritising multiple scenarios to ensure safety and network integrity was maintained. Accomplishments• After training five crew controllers over two years, I identified areas to improve the training program. Developing it to include more classroom training verses on floor training meant a reduction in the overall training time by 20% (around 2 weeks). • Represented crew control for a new crew tracking system project, joining the project 18 months into its 2-year schedule. After working in Singapore and Brisbane with the Jeppesen project team I highlighted risks to compliance and the systems capability to maintain an efficient operation. This provided a catalyst for Virgin to look into a new direction for the implementation of a new tracking system. Show less



Jetstar Airways

• Australia
• Airlines and Aviation
• 700 & Above Employee

• Cabin Manager

  • Feb 2013 - Jul 2014

  Led and developed a team of five cabin crew onboard Jetstar aircraft across the Australian and New Zealand network. Responsibilities • Accountable for the safety of all passengers and crew on the aircraft, by maintaining compliance with safety procedures and monitoring crew’s adherence to different EBA agreements. • Chosen to be part of the Jetstar rostering committee to improve rostering efficiency. • Customer-facing role, providing support, and problem-solving customer challenges as they arose on board the aircraft. Show less



BBC

• United Kingdom
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Tour Guide

  • Jul 2010 - Oct 2012

  ● Provided 2-hour tours (3 in a day) for groups of 20-30 visitors around the iconic BBC Television Centre studios. ● Guided groups both from the UK and of numerous nationalities, taking them through the history of the building, into live working studios, and through the world-renowned BBC newsroom. ● Responsible for the health and safety of visitors whilst onsite, particularly whilst within working TV studio’s and during interactive activities. ● Provided 2-hour tours (3 in a day) for groups of 20-30 visitors around the iconic BBC Television Centre studios. ● Guided groups both from the UK and of numerous nationalities, taking them through the history of the building, into live working studios, and through the world-renowned BBC newsroom. ● Responsible for the health and safety of visitors whilst onsite, particularly whilst within working TV studio’s and during interactive activities.



Virgin Atlantic

• United Kingdom
• Airlines and Aviation
• 700 & Above Employee

• Cabin Crew

  • Feb 2007 - Oct 2012

  ● Worked as part of a 15-strong team on long haul flights across Africa, Asia, North America, and Australasia. ● Strong customer-first culture, provided service to economy, premium, and business class customers. ● Chosen to participate in the Virgin Blue exchange program, securing the role of Cabin Supervisor for a year based in Sydney. ● Participated in company charity programs, including a trip to the Masai Mara in Kenya to support communities building schools and provide simple living improvements. Show less