Head of Operational Performance Improvement

• Jan 2023 - Present

Head Of Customer Experience

• Jul 2020 - Jun 2022

Led a team of 20+ permanent and contract resources to deliver the Customer Simplification Program. This digital transformational program simplified and improved the experience for Business, Government and International customers. A product-siloed and complex environment, I led the team to design, deliver and execute improvements to the sales, onboarding and service processes, to improve customer experience, employee experience and enable greater customer self-serve via digital channels.Delivered significant cycle time reduction, cost reduction, revenue benefit and enabled adoption of digital tools.

Head of Operational Excellence

• Jul 2018 - Jun 2020

Led a team of 12 permanent and contract staff to deliver continuous improvement initiatives to ensure sales productivity, improved customer experience and revenue growth. Accountable for project budgets of $12m (capex and opex). Managed vendor relationships with Salesforce and Apttus/Conga. Established and led the Deal Desk and Opportunity Governance function for complex sales opportunities. Led a team of commercial analysts who provided insights to support sales teams to win and retain business.Led the strategic Lead to Cash Program to map out internal and customer journeys, identify pain points and design the future state roadmap to reduce cycle time and improve CX across the end-to-end customer facing journeys

Career Break

• 2017 - 2017

Head Of Business Operations

• 2014 - 2016

Responsible for leading the Telstra Business (TB) national Operations team (6 DRs), to support the Telstra Business direct salesforce of over 600 staff. Responsible for delivering business improvement initiatives that deliver sales productivity, improved customer experience and revenue growth.• Operations Partner for the Executive Director of Sales• Accountable for design and management of operational cadence processes, including forecasting, targeting & tracking performance• Develop capability through the implementation of sales tools and processes• Recommend business strategy through the use of insights and analytics• Design and govern campaigns, incentives and programs to drive sales and revenue• Senior stakeholder management across Sales, Marketing, Finance, HR and Strategy functions• Reporting & analytics• Development of the strategic plan and go-to-market models for Telstra Business salesKey Achievements:• Supported Telstra’s premium customer event “Vantage” in 2016, by managing the customer engagement process with over 1000 business customers attending (representing a 30% uplift on 2015) and generating over $40m in pipeline. My team were recognised for their outstanding work via a Group Managing Director Award, in both 2015 and 2016• Led several programs to review operational efficiency, including a structural change to centralise sales support resourcesLed Project Whitespace, to capture customer Share of Wallet data and drive pipeline growth

Customer Advocacy/NPS Lead

• 2012 - 2014

This role involved developing and delivering programs to ensure Telstra Business met our NPS target.Responsible for managing programs across Telstra Business, to improve Customer Experience. These included:• Introduction of a formal process for sales to check in with their customers, identify and resolve any outstanding issues and ensure the customer was satisfied• Review of NPS data to determine root causes• Working parties to improve back end processes that impact on customer experience• Worked closely with Sales Directors and General Managers to implement initiatives that support and enhance Telstra’s Net Promoter System (NPS)Achievements• Delivered improvement in TB’s NPS score (-6 to +31)• TB Premier Business achieved highest NPS result in Telstra and TB won the CEO Award for NPS achievement• Telstra Premier Business over-achieved on its NPS target 3 years in a row

Senior Sales Programs Manager

• 2007 - 2012

• Accountable for Telstra Business Bid Management Strategy and management of Bid Managers• Accountable for developing and improving processes to support sales teams and enable improved performance• Key liaison point between Sales and Business Operations for identifying and implementing improvement programs• Managed the customer segmentation project team to the project plan, ensuring all tasks were completed to schedule and all parties were kept informed of progress• Managed the successful implementation of a new cross-BU system/process for improving data accuracy and delivering clean tickets of work• Delivered best practice processes and standard approaches, to support sales staff• Management of many improvement projects across TB and Sales Operations• Establishment of best practice sales processes

Sales Manager

• 2004 - 2007

• Responsible for 9 direct reports (8 sales representatives and 1 support)• Accountable for business worth $46m per annumAchievements• Achieved 130% of sales target, 105% of revenue target and YOY growth of 113% in 06/07• Achieved Excellence Award for Outstanding Sales (150% of target) and Revenue Results (+11% YOY) in 2006• Achieved highest sales and revenue achievement of all teams nationally (150% of sales target and 109% of revenue target) in 05/06*Awarded Sales Manager of the Year in Telstra Business • Performance rating of Outstanding in 2006• Responsible for coaching and mentoring 9 staff – 6 staff promoted over 18 months• Responsible for managing internal and external relationships in order to optimize the engagement between sales and other parts of the business