Chief Experience Officer (CXO)

• Jul 2022 - Present

Director of Customer Support & Success and People & Culture

• Jul 2021 - Jul 2022

Director of Customer Support & Success

• Mar 2020 - Jul 2021

Director of Customer Support & Success - APAC

• Jan 2017 - Dec 2019

• Serve as leader for both Cloud and Server Technical Support Teams for APAC based locally in Sydney and within the Partner site in Kuala Lumpur after the non technical customer facing teams moved to another department; then Server when the platforms forked in 2018• Created a CSS Sydney Foundation Committee and drove up participation in the Atlassian Foundation initiatives to give back to the community to >80% in one quarter, further contributing to a great, bonded team culture• Coaching and mentoring individuals and leaders to deliver more than they realised they are capable of, to grow their careers and the teams.• Built relationships and the reputation as a senior leader who is available, honest, direct and easy to communicate with and work with on problem resolution regardless of reporting lines• Built plans for future APAC Technical Support structure to pre-empt future business and customer needs• As the department grew and diverged, I created relationships across leadership and teams to both lead and collaborate on the evolution of the culture to reduce and remove silos, and represent the regional needs globally. • • Consistent Net Promoter Score (NPS) in the 60s-70s, Customer Satisfaction (CSat) consistently above 90 and often above 95 Show less

Head of Customers for Life - APAC

• Oct 2014 - Jan 2017

• Part of the core global leadership team of Customer Support Directors reporting into the VP of Customer Operations, responsible for managing a fast growing multi-cultural team across three countries to next level capabilities and strategy• Serve as leader for both Cloud and Server Technical Support Teams for APAC based locally in Sydney and within the Partner site in Kuala Lumpur; non technical support, Customer Advocate teams for APAC based in Sydney and Manila; and Loyalty Advocates based in Manila• Defined and implemented the customer support programs in APAC including helping define and deliver measurements of service enablement, customer success/loyalty, customer adoption and usage of products and cross geography operational improvements• Built the APAC Loyalty Advocates team and customer success presence within the region• Developed talent across multiple levels, mentored and coached leaders and potential future leaders and experts to further their careers and build consistently high performing teams. • Continued to evolve the culture of legendary service and the company values to create a geographically distributed group of teams across multiple customer touch points, who collaborated as one team to continually learn from each other and deliver a fantastic customer experience. Consistent NPS in the 50s, CSat consistently above 90 and often above 95• Consistently met 0% regrettable attrition Show less

Regional Support Manager - APAC

• Sep 2011 - Oct 2014

• Serve as leader for both Cloud and Server Technical Support Teams for APAC based locally in Sydney and within the Partner site in Kuala Lumpur.• Rebuilt the Sydney Technical Support Teams, and leadership structure to create a stable, consistently high performing, accountable, customer driven team• Built the Kuala Lumpur partner site APAC Technical Support Teams to work as one cross geographical team with Sydney to support APAC customers consistently• Created relationships across the business locally and globally to enable greater customer focus and customer success. Built a reputation personally and as a team for bringing customer experience to front of mind and delivering results• Built and fostered a culture of legendary service resulting in ~30% increase in NPS, with overall consistency of NPS of 45, with CSat consistently in the 90s.• Consistently met 0% regrettable attrition Show less

Service Delivery & Assurance Manager

• Feb 2010 - Jun 2011

•Responsible for the vision, leadership, dynamic planning, budgeting ($2.25M opex), scheduling, measurement and delivery of agreed services to the Corporate Express customer base, taking into account changes to both supply and demand, seeking continuously and proactively to improve services.•Leader of various IT Service and Support Management staff and components, facilitating end-to-end delivery of services, and improvement of process, IT automation tools, measurement and reporting to ensure effective delivery across the various technology teams.•Service management champion, proactively seeking to improve services whilst looking to improve the cost base of service delivery.•Ownership and development ITIL Service Management processes including Service Catalogue, Incident, Problem, Change, Release and Deployment management processes.•Developing and managing appropriate service delivery strategies to ensure the effective operations of all CE production applications to agreed and defined service standards.•Development of the annual service delivery operational budget and manage to plan.•Development of education, and succession planning.•Improved perception of IT Services taking the Net Promoter Score (NPS) from 0.0% to 11.8% from February 2010 to March 2011.•Continuous improvement of service levels and service perception while restructuring teams, and reducing head count.•Implemented clear succession planning for all Service Delivery & Assurance staff.•Accurately forecast budgets, including software licensing, capital expenditure, human resource, and project plans, while managing the department operational expenditure to remain below budget inline with reduced company revenue.•Finalist for Corporate Express Business Woman of the Year 2010. Show less

Operations Systems Support Manager

• Nov 2008 - Feb 2010

• Responsible for vision, leadership, direction and delivery of application support services across 2500 Corporate Express staff throughout 40+ sites in Australia and New Zealand, in accordance with defined processes.• Coordinated and managed diverse technical teams to deliver high levels of application performance, support, capacity, configuration, problem management and ensured service levels to the business were maintained or improved.• Restructured the teams in response to the GFC and developed appropriate support strategies to ensure the effective operations of all CE production applications to defined service standards.• Recommended, defined and administered the appropriate processes, tools and procedures to ensure that systems/applications were backed up and data retained in accordance with business requirements.• Developed and managed strong supplier relationships.• Mentored Team Leaders in preparation for succession planning.• Developed an improved communication strategy with the business. Show less

Service Delivery Director

• May 2007 - Jun 2008

• Responsible for delivering IT Service and support to over 3000 users across 100+ sites throughout UK and Ireland by managing three teams of Service Desk Analysts, Technical Support Analysts and Regional Support staff. • Restructured three Help Desk teams, across three sites into a 2-tiered virtual IT Service Desk. • Developed, negotiated and documented an appropriate IT Service Catalogue and SLAs with the business. • Developed and managed the IT Service Improvement Program based on the ITIL Service Management framework. • Proactively managing relationships with suppliers to ensure open communication and an end-to-end service is being provided to the business. • Operational service management of SLAs, metrics, operational failures, operational liaison and service improvement initiatives. • Forecast the IT Service Delivery budget. • Mentoring of Service Delivery Team Leaders and senior team members. • Identified skill gaps and key competency requirements for training and development initiatives. • Acted as most senior point of escalation and communicated directly with customers to ensure expectations were managed. Show less

UK Service Delivery Manager - Lotus Notes

• Jul 2006 - May 2007

• Developing and ensuring appropriate operational SLAs are in place and being met to provide the Lotus Notes and Sametime services to 17,000 UK users. • Proactively managing suppliers to ensure an end-to-end service is being provided with a constant drive to enhance operational quality. • Operational Service Management of SLAs, metrics, capacity planning, operational failures, operational liaison and service improvement initiatives. • Ensuring adequate Disaster Recovery arrangements for the services are in place and managing periodic tests. • Owning/leading relevant projects budget forecasting. • Participate and contribute to UK IT Risk Steering Group. Show less

IT Operations Manager - UK and Europe

• Jul 2005 - Jul 2006

• Responsible for delivering systems, and support to over 1000 users across multiple businesses with 35 sites across UK and Europe, by managing a team of eight 1st and 2nd Level Service Desk Analyst, a team of six networking, infrastructure and systems specialists and one IT Procurement Officer.• Identified skill gaps and key competency requirements for training and development initiatives in association with KPIs and appraisals.• Assumed the lead role in developing strategic relationships with vendors and key customers.• Managed the operational budget forecasting.• Assigned, reviewed and managed projects including the move from a small scale “call logging” system to an ITIL aligned Service Management application.• Managed and approved Changes.• Developed a standard project plan and manage IT requirements for office relocations.• Developed an internal IT marketing plan. Show less

IT Service Desk Manager

• Oct 2004 - Jul 2005

• Restructured the IT Service Desk team to an organised, split level, intelligent Service Desk with documented job descriptions, KPIs with mentoring, training and development roadmaps, and career paths.• Identified and managed a program of continuous service improvement based around communication, people, processes, and tools.• Monitored service performance, and provided reporting and where necessary, remediation plans to management.• Acted as a point of escalation and communicated directly with customers and suppliers on a regular basis to ensure expectations were managed and an end-to-end service was provided.• Provided a focus on and managed a move to documented, repeatable processes aligned with the business needs.• Led IT Operations Sarbanes Oxley audits. Show less

IT Helpdesk Manager

• Jul 2001 - Aug 2004

•Managed IT Helpdesk team of 1st and 2nd Level support staff from a de-motivated, average and sometimes below average achieving state to a highly skilled and motivated, pro-active, intelligent team of service providers.•Performed regular staff appraisals based on KPIs, providing mentoring, support and guidance to achieve personal and business goals.•Ensured SLAs were met or exceeded, using well documented repeatable processes aligned to business requirements.•Contributed to overall IT strategy and management decisions.•Trained, supervised and evaluated staff based on KPIs.•Led a team from erratic service levels of 77.75% average resolution rate in 2001 to a consistent 95% average in 2004 while maintaining the same headcount throughout continual business growth.•Developed and documented SLAs.•Implemented structured and documented repeatable processes to ensure an end-to-end IT service is provided.•Formulated, wrote, and implemented employee IT manuals and used them to provide class led training.•Staff Service Excellence Award Show less

2nd Level Technical Support Officer

• Oct 2000 - Jul 2001

•Manage and resolve technical service requests and installations associated with MS Windows 95/98/2000, MS Office products, Internet Connections, MS-SQL databases, in-house applications, Lotus Notes, HP and IBM hardware and peripherals.•Provided user administration for Windows NT and Lotus Notes.•Developed the user manual for the Standard Operating Environment (SOE), performed technical rollout of the product and led national training.

IT Administration Support and Promotional Planning Administrator

• Oct 1998 - Jul 2000

Accounts Person

• Jul 1997 - Oct 1998