Experience

Corporate Health Management

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

• Director, Commercial & Customer

  • Jan 2023 - Present

• Head Of Business Development & Partnerships

  • May 2021 - Jan 2023

  ♦ Led strategic direction alongside the CEO and COO across a 5-year strategic growth plan.♦ Successfully tendered for multiple major government contracts that increased business revenue by more than $3m in less than a year.♦ Launched a new revenue stream of Rapid Antigen Tests that generated more than $1m.♦ Built and delivered a bespoke web application “Check my Vax” for current clients in under 3 weeks, effectively supporting government agencies with vaccination mandates.♦ Tendered to have CHM accredited under the Vaccine Administrator Partner Panel.♦ Identified organisation challenges and developed strategies to improve competitiveness.♦ Empowered internal teams with leadership and resources needed to achieve goals.♦ Developed business cases for strategic initiatives and projects with commercial insights.♦ Fostered strong networks and relationships with current and prospective clients. Show less



City West Water

• Australia
• Utilities
• 100 - 200 Employee

• Customer Integration Partner - Greater Western Water Integration

  • Oct 2020 - May 2021

  ♦ Delivered customer stream on time and in budget with zero critical day one issues.♦ Integrated CWW/WW operational businesses to achieve a ‘one organisation’ experience.♦ Strategically led 24 individual projects and initiatives to achieve phase 1, day 1 success as the Executive Sponsor of the channel.♦ Developed technology and customer integration strategy for a major merger project.♦ Advanced stakeholder management with executive teams and government liaisons.♦ Represented the company on Joint Transition Office responsible for merger execution.♦ Acted on behalf of the company on a government committee chaired by State Water Minister while maintaining accountability for integration policy. Show less

• Customer Care Manager

  • May 2019 - May 2021

  ♦ Created and rolled out City West Water’s first Hardship and Vulnerability team.♦ Designed and implemented enterprise-wide complaint management framework, allowing deeper insights into complaints to inform business process improvement.♦ Voiced customer strategy and mapped the ‘Customer Journey’ on top 6 key processes.♦ Reduced customer complaint resolution times from an average of 19 days to 10 days.♦ Improved operational performance and met key EWOV, ESC, DEWLP and Board KPIs.♦ Led the direction and development of systems and technology that increased efficiency.♦ Managed teams in meeting quality, adherence to schedule, AHT, GOS and shrinkage KPIs.♦ Fostered a culture of innovative solutions, team collaboration and transparency.♦ Worked as Acting General Manager of Customer Experience from Dec 2019 - Jan 2020. Show less

• Customer First Program Leader

  • Jan 2018 - May 2019

  ♦ Delivered customer channels including webchat, online enquiries and feedback forms.♦ Rolled out Robotic Process Automation (RPA) and implemented in back-office processes, reducing turnaround time from 5 days to 2 days and FTE requirements from 5.2 to 2.5.♦ Moved 3 business processes to online self-serve which reduced calls from 1,500 to 1,100.♦ Executed 360° customer view in CISCO UCCX telephony platform that enhanced validation and reduced call AHT from 420 seconds to 320 seconds.♦ Led development, delivery and implementation of customer experience programs.♦ Oversaw program office and teams across performance, budget and resources.♦ Enhanced company reputation and drove achievement of results in complex workplaces. Show less



The Royal Melbourne Hospital

• Australia
• Hospitals and Health Care
• 700 & Above Employee

• Business and Performance Manager

  • May 2016 - Oct 2017

  ♦ Successfully executed a consolidated database that increased efficiency and productivity. ♦ Managed the delivery of a remote fax service project into the business unit. ♦ Campaigned to secure capital works funding for inpatient unit development. ♦ Enabled change culture in relationship development and business system assessment. ♦ Utilised lean methodologies to streamline systems, identify wase and analyse processes. ♦ Prepared and reviewed contracts, funding submissions, service approvals and briefs. ♦ Led clinic performance measures against service level agreements and KPIs. Show less



Bupa

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Provider and Support Manager

  • Sep 2014 - May 2016

  ♦ Worked closely with National Partner Clinics Network – Sonic Healthcare and Regional Independent Partners (33 clinics). ♦ Maintained responsibility for $5m in annual revenue back to Bupa Medical Visa Services. ♦ Acted as 2IC to Head of Central Operations and oversaw 3 staff and 5 indirect reports. ♦ Delivered a complete UAT framework and managed the UAT program for Home Affairs. ♦ Redesigned the booking system for all onshore customers and contact centre. ♦ Oversaw the structure re-design and transition of a team from Sydney to Melbourne. ♦ Established new revenue streams through the creation of pre-employment medicals. ♦ Identified opportunities with regional clinics, and audited partner clients to meet KPIs. ♦ Oversaw clinic set up and activity implementation for new partner providers. ♦ Ensured admin teams conduct support meetings and complete accounting processes. ♦ Monitored and reported on program and policy changes and system enhancements. Show less



Australian Unity

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

• Operations and Support Delivery Manager

  • Dec 2011 - Sep 2014

  ♦ Successfully delivered medium and large-scale projects such as Project Phoenix – Paperless Office, Tax Time, System Releases and Claiming app.♦ Introduced and maintained SharePoint into the business.♦ Built a new 60-seat contact centre during peak periods by utilising our Clayton Disaster recovery site due to shortage of space in head office.♦ Acted as Head of Operations when on secondment, overseeing 150 employees.♦ Managed monthly executive meetings, reporting and business requirement documents.♦ Delivered and implemented projects and process improvement initiatives.♦ Supported Operations Managers in meeting SLAs in reporting, analysis and leadership.♦ Attended steering committees, project and testing meetings and chair project meetings.♦ Oversaw strategic projects as Stream Lead and delivered Health Services Capability Framework including capability reviews of all staff.♦ Achieved higher standards of communication and change management through enabling tools and processes. Show less

• Corporate Services Team Manager

  • Oct 2007 - Dec 2011

  ♦ Managed the AUHL Corporate Services team, developing a culture of accountability and hard work. ♦ Maintained key client relationships with our corporate organisations and brokers. ♦ Ensured client employees were provided with the highest level of customer service possible.



GU Health

• Australia
• Insurance
• 1 - 100 Employee

• Quality Assurance Consultant

  • Jan 2006 - Sep 2007

  ♦ Successfully designed and implemented the Quality Assurance framework for GU Health Operations. The framework is used by both the call centre and operations teams. ♦ Successfully designed and implemented the Quality Assurance framework for GU Health Operations. The framework is used by both the call centre and operations teams.