A dedicated & hands on director responsible for ensuring the business is providing end to end digital strategy and consultative solutions that help businesses develop, scale and sustain growth in today's transforming digital landscape. Driven to achieve results through strategic planning and professional relationship building. Success in developing beneficial alliances & partnerships to effectively drive growth and profit. Dedicated to building strong, creative & innovative IT teams within our organization through motivation, strong development and good hiring practices. Passion for innovation, technology, creativity and results. Successfully driving team & customer base expansion throughout Australia, Canada, US, Philippines & India.

Reporting directly into the CEO and accountable for the successful outcomes of multiple business channels. Responsible for management's effectiveness through delivery of Business Strategy. Direct reports include, Head of Quality Assurance, Centre Managers, Head of Order Provisioning & Fulfillment, Offshore Operations and Oversight of New Business Opportunities.Business outcomes are achieved through granular analysis of data daily and periodically, to identify risk and opportunity and drive continuous improvement. Motivating leadership to achieve consistency and collaboration to achieve sales results and customer experience outcomes.Responsible for recruitment, selection, orienting, digital marketing, training, coaching, counseling, and manager accountability; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions. Develops strategic plan by studying technological and financial opportunities; presenting assumptions; recommending objectives.Accomplishes subsidiary objectives by establishing plans, budgets, and results measurements; allocating resources; reviewing progress; making mid-course corrections.Builds company image by collaborating with customers, community organizations, and employees; enforcing ethical business practices.Achieves Growth through locating RFQ/RFP/Tenders, Tendering, Contract Negotiation, Contract Development and Management and Relationship Management to secure and grow new contracts with existing client and acquire new business.

Aligned to the business vision: to be a center of excellence, in Sales & Marketing and deliver best practice training and development. Responsible for the professional development of contact center leaders within the business. Established a business case for a Leadership Development Program, developed the materials and deployed the program within the business. The program assisted leaders to inspire, lead and motivate their teams through sales tools (GROW Model & SMART Goal) effective communication, emotional intelligence, social styles & personality types (Myer Briggs), development of core skills to help them identify and address opportunities to develop their Sales teams effectively to over achieve in a high performance sales environment. Identified an opportunity to map the center management operating model. I built a business case, worked closely with the leaders within the business to map their roles, daily routines and key performance indicators. Preceding this exercise documented and mapped the center management operating model for the business. Through this process we identified opportunities to gain efficiencies and achieve continuous improvement.

Centre Manager for a 180 FTE Outbound Call Centre for TSA Telco in Richmond, Melbourne. In this role I provided tactical oversight of the day to day operations of the Centre from Recruitment, Induction, Campaign & Lead Management, Team Management, Sales Strategy and Targets management, Customer Experience & Satisfaction, Business Optimization and Efficiency, New Business development, Maintaining relationship with Client(Telstra), Operations Management, Product marketing, Business procurement, responsible for Monthly Centre Revenue Generation & Reporting, Incentive Calculation, Workforce Management & oversight of daily Coaching Routines.

Centre Manager for a 129 FTE Outbound/inbound Call Centre for TSA Telco in Adelaide, South Australia. In this role I provided tactical oversight of the day to day operations of the Centre from Recruitment, Induction, Campaign & Lead Management, Team Management, Sales Strategy and Targets management, Customer Experience & Satisfaction, Business Optimization and Efficiency, New Business development, Maintaining relationship with Client(Telstra), Operations Management, Product marketing, Business procurement, responsible for Monthly Centre Revenue Generation & Reporting, Incentive Calculation, Workforce Management & oversight of daily Coaching Routines.

Lead a sales force of over 75 agents, 3 sales managers, 3 sales coaches, 1 recruiter, and 2 trainers to deliver forecasted sales results, good customer experience and CTS (Customer Transaction Survey) and NPS (Net Promoter Score)➢ Daily analysis of Centre results at a team and granular level to manage teams to target➢ Strategize with Team Leaders to develop effective workshops and focus session➢ Analyze and manage variation across Teams to ensure ongoing success of campaigns➢ Manage CES Teams to strive to exceed Telstra’s expectations for Customer Experience (NPS)➢ Manage Centre staff schedule adherence & Centre productivity metrics ➢ Actively promote an ongoing team culture➢ Facilitate implementation of coaching action plans for CESMs ensuring records are kept➢ Take responsibility for the CESMs ongoing learning and development➢ Facilitate regular team meetings to ensure the team objectives are communicated➢ Complete Fortnightly Payroll & leave audits.➢ Successfully led a project to reduce product leakage

➢ Coached and Developed teams call flow elements and value based sales techniques to achieve top core acquisitions nationally month on month.➢ Maintained lowest UPA (unplanned absence) & attrition percent through SMART & GROW Goal Setting within team to motivate them to achieve KPI and hit incentive targets.➢ Maintained top productivity nationally through effective intraday management. ➢ Conflict resolution and performance improvement conversations.➢ Analysis of reporting to achieve correct campaign variance & maintained daily team capacity

Responsible for personalized solutions to promote and sell Telstra products or services to customers.

Managing a direct sales(door to door) team of 25-35 agents with 3 team leaders. My role was to drive & motivate my team to achieve KPIs and meet sales targets. Responsibilities included recruitment, induction, new / ongoing product training, daily reward and recognition / motivational meetings, sales reporting, maintaining relationship with Clients (Optus/AAPT) and coaching.

Responsible for SAP (Module S&D) related problem & generated & distributed company reporting.➢ Day to day activities like generating invoices➢ Creation of master records ➢ Generating S&D related reports

Responsible for coordinating the construction, maintenance, and expansion of company’s computer systems.➢ Oversee development and maintenance of computer systems➢ Test software applications and systems➢ Create flow-charts, diagrams and other documentation➢ Implement system security and data assurance➢ Analyze users’ needs and solve any network issues➢ Daily report generation