Freelance consultant working with private and public sector clients within the transformation and optimisation domain. Recent gigs include:* Designed and led a discovery program for a large NSW government client commencing the procurement process to replace a legacy service management system. This included multiple requirements gathering workshops across the department’s workforce and the refinement of these requirements into a business requirements statement. Findings, insights on… Show more Freelance consultant working with private and public sector clients within the transformation and optimisation domain. Recent gigs include:* Designed and led a discovery program for a large NSW government client commencing the procurement process to replace a legacy service management system. This included multiple requirements gathering workshops across the department’s workforce and the refinement of these requirements into a business requirements statement. Findings, insights on change readiness and recommendations were presented to the Board and accepted in full. * For a mid-sized client, I performed a suitability analysis of two technology solutions to determine whether these solutions were best suited to their requirements, or whether the client should swap out and swap in new solutions. This work established the solutions currently in use were more than capable of meeting the client’s needs, though there was a significant shortfall in user skillset and technology adoption. These issues could be remediated via the implementation of a clearly articulated policy and standards to govern the use of the two solutions, ensuring all team members use the solutions in the same manner, combined with targeted training to “level up” the skillset across users. This remedial effort saved the client significant cost and disruption had they elected to swap out and swap in new solutions. * A discovery piece of work for a not for profit organisation, assessing how they use their current technology & related processes. The project identified 17 improvement opportunities covering both process and technology. A key recommendation was to replace the current technology stack with a more fit for purpose one, improving efficiency and enhancing the employee value proposition. A second phase includes building an API between three major service management & finance systems, further enhancing efficiency and freeing team members to perform greater value add tasks. Show less

* A key leadership role, providing strategic support and enablement to business process optimisation activities. * Design, development and implementation of optimisation activity to deliver efficiencies and enhanced operational effectiveness. Typically, this would include one or a combination of process redesign, workforce change, automation and outsourcing. * Identification & “business casing” of new candidates for optimisation from conceptualisation, scoping, analysis, design and… Show more * A key leadership role, providing strategic support and enablement to business process optimisation activities. * Design, development and implementation of optimisation activity to deliver efficiencies and enhanced operational effectiveness. Typically, this would include one or a combination of process redesign, workforce change, automation and outsourcing. * Identification & “business casing” of new candidates for optimisation from conceptualisation, scoping, analysis, design and implementation through to the delivery of an optimised operating model with associated benefits realisation. * Program & project governance including engagement with and briefing of senior executives up to and including the C suite. * Identification, mitigation and management of risk associated with optimisation activities. * Creation of a longer-term optimisation roadmap, including resource requirements & execution plan. * Contractual and commercial negotiations between nbn and 3rd party service providers engaged to provide specialist services during transformation activities. Show less

* Led a team of consultants responsible for identifying and implementing transformation projects designed to lift CX, improve efficiency, manage risk and deliver cost savings. * Automation of previously manual processes delivering significant OPEX savings and freeing human resources to perform greater value add tasks.* Negotiation of a new contractual relationship with a third party services provides leading to significant CAPEX savings.* Identified and negotiated… Show more * Led a team of consultants responsible for identifying and implementing transformation projects designed to lift CX, improve efficiency, manage risk and deliver cost savings. * Automation of previously manual processes delivering significant OPEX savings and freeing human resources to perform greater value add tasks.* Negotiation of a new contractual relationship with a third party services provides leading to significant CAPEX savings.* Identified and negotiated a commercial gainshare opportunity between nbn and a third party services provider leading to significant OPEX credit. * Managed the Business Process Excellence (BPE) assessment process delivering a BPE score of 4.2.* Designed and implemented the Business Continuity strategy including two simulated disaster recovery exercises. * Led the redesign and relaunch of a contract lifecycle framework, providing rigour and governance over the introduction of new contracts.* Led the governance framework and protocol covering relationships between nbn and third party managed services providers. Show less

* Leadership of a team of contract and commercial analysts responsible for service & payment assurance to nbn’s commercial delivery partners across Australia. The team played a critical role in ensuring nbn met its aggressive rollout strategy. * The role’s primary focus was operational improvement and service excellence in Australia’s largest infrastructure project. At a higher level, the role formed and delivered strategy, cost efficiency and facilitated the… Show more * Leadership of a team of contract and commercial analysts responsible for service & payment assurance to nbn’s commercial delivery partners across Australia. The team played a critical role in ensuring nbn met its aggressive rollout strategy. * The role’s primary focus was operational improvement and service excellence in Australia’s largest infrastructure project. At a higher level, the role formed and delivered strategy, cost efficiency and facilitated the existence of a high performing operational team. * At an operational level, the role was responsible for: -Managing overall service delivery through sound contract administration and verification. -Implementing operational change and improvements to deliver efficiency gains or better customer outcomes. -Achievement of key performance indicators. -Overseeing workforce planning to ensure an optimal staffing model. -Management of offshore support in conjunction with our outsourcing partner. Show less

* Responsible for governance around all aspects of ITIL Service Management; service strategy, service design, service transition and service operation. * An internal consulting role supported by a team of six analysts. Delivered operational and strategic performance insights and worked with operational teams to deliver improved performance and a better customer experience.

* Led a team of 100 plus customer service analysts operating in a multi-channel environment across five locations within Australia and Bangalore (India). The team provided exceptional customer outcomes for Optus Business’ largest corporate customers.* Led a change management and turnaround program which lifted team performance by 8% within a four month period, effectively shifting performance from 87% to 95% (plus) Service Level Agreement (SLA).* Delivered a… Show more * Led a team of 100 plus customer service analysts operating in a multi-channel environment across five locations within Australia and Bangalore (India). The team provided exceptional customer outcomes for Optus Business’ largest corporate customers.* Led a change management and turnaround program which lifted team performance by 8% within a four month period, effectively shifting performance from 87% to 95% (plus) Service Level Agreement (SLA).* Delivered a significant efficiency by creating an offshore capability in Bangalore. After go live, the team in Bangalore delivered the same outcomes against the same metrics as the onshore team. * Reduced rebates paid to customers by implementing a project that dramatically minimised missed SLAs.* Led the implementation of two new Service Management Platforms that successfully delivered FTE savings through greater efficiencies including a reduction in handling and enhanced customer self - service.* Increased employee engagement score from 74 to 82 by delivering a program of enhanced communication, team development and cross skilling and work share opportunities. Show less

* Led a team of 250 plus customer service specialists in a high volume, high pressure environment. * Delivered multiple short term emergency campaigns and maintained positive customer service levels and business as usual volumes. * Delivered five emergency public response campaigns for tropical cyclones, equine flu and child protection in a high pressure environment and within extremely short time frames with 100% success.* Managed operational component of services… Show more * Led a team of 250 plus customer service specialists in a high volume, high pressure environment. * Delivered multiple short term emergency campaigns and maintained positive customer service levels and business as usual volumes. * Delivered five emergency public response campaigns for tropical cyclones, equine flu and child protection in a high pressure environment and within extremely short time frames with 100% success.* Managed operational component of services transitioning into SSQ using PRINCE2 project management methodology, effectively ensuring service could be provided accurately and cost effectively for the parent agency and SSQ. Show less

* Led two separate though complementary teams providing customer service and research and analytics. A major component of this role was the delivery of a Greenfield customer contact centre site. * Delivered Greenfield customer care centre on time and on budget, from technology selection and implementation to team selection, induction, training and quality processes including the amalgamation of multiple teams to one site.* Extended customer contact hours by two hours… Show more * Led two separate though complementary teams providing customer service and research and analytics. A major component of this role was the delivery of a Greenfield customer contact centre site. * Delivered Greenfield customer care centre on time and on budget, from technology selection and implementation to team selection, induction, training and quality processes including the amalgamation of multiple teams to one site.* Extended customer contact hours by two hours per day and reduced FTE by 5.0 through delivering a series of cross skilling and team optimisation programmes.* Delivered new transactional IVR system across the group that improved methodology for delivering customers to correct team on first occasion, reducing abandonment rate by 8% and increasing call answer service level by 11%. Show less

* Led the direct consumer business in one of Australia’s most successful travel companies. 150 team members in ten locations around Australia covering both retail outlets and a customer care contact centre.* Rationalised retail operations which led leading to a more profitable operation and a saving of 5.0 FTE through a combination of profitability analysis and demographic modelling.* Implemented an innovative co-location agreement with competitor effectively reducing… Show more * Led the direct consumer business in one of Australia’s most successful travel companies. 150 team members in ten locations around Australia covering both retail outlets and a customer care contact centre.* Rationalised retail operations which led leading to a more profitable operation and a saving of 5.0 FTE through a combination of profitability analysis and demographic modelling.* Implemented an innovative co-location agreement with competitor effectively reducing operating costs for the Sunlover brand while ensuring a continued revenue stream. * Improved mystery shopping scores from 82 to 92 within 12 months by implementing a mystery shopping component within quality customer interaction program and linking scores to individual performance assessment. Show less