Responsible for the engagement and performance of the Workforce Operations Centre (WOC) for Service Streams Telecommunications contracts with nbn, ensuring the effective utilisation of the field work force and operational processes and meeting client KPIs. • Lead, develop and mentor team members to ensure operational, client and people objectives are met. • Manage operational resources to achieve agreed client, operational and financial goals and objectives.• Manage and improve all operational KPI’s including shrinkage, handling time, error rates and quality in line with company and client expectations.• Develop and maintain a close relationship with key internal and external stakeholders.Throughout the last 2 years I have managed large scale transition of contracts, high levels of recruitment and training through successful engagement and change management of my teams all while lifting and sustaining performance and continuous process improvement.

Responsible for establishing and managing the Completions and Payments team for the pilot of a major nbn project.• Created processes both for interim and future management of completions and payments for all survey and construction works both for sub-contractors and completion back to nbn • Built the team and lead the recruitment of four new team members to manage completions and payments • Represented Completions team at all field toolbox and nbn client meetings • Lead the business on all system requirements for the completions and payments for the project creating new innovative and streamlined ways to manage the works(6 month contract)

Summary: Over my 4 years at nbn I have been given the opportunity to apply my broad Operational knowledge and strong stakeholder engagement across many initiatives, with a focus not just on the systems used but the commercial and financial risks and impacts that must be taken into consideration, especially as nbn transitions from a build project to a sustainable operational business. 2018 - 2020: Program Specialist & IT Governance Lead: • Project UnifyRepresented the business as Operational & System SME on a major project designed to transform Operations which mostly included the introduction and implementation of a new system to manage the field work. Drove all the new process, system enhancements and integration design for Maximo to SNOW including; lead on all UAT, BRT and Go-Live preparations with all the regions. (Go Live 20 July > September 2020)• MWA DeploymentPlayed a major role in the implementation of a new field contract, advising on solutions, processes and lead the on-boarding training from both a system and commercial viewpoint for both internal staff and all delivery partners • IT Solution Lead / BADrove all enhancements and deployment for both Maximo & Salesforce, for improved workflow management, visibility and overall regional performance and customer experience NationallySenior MAC Specialist – VIC MAC Team (6 month Secondment - 2018) • Implemented a formal Contract Performance structure, meetings and improvement plans which resulted in a reduction of overdue work orders from 90% down to 10% in 3 months• Redesigned the MAC Maximo Dashboards for all regional MAC teams to have improved visibility of their programs to manage the contract performance and customer experience across the board

Responsible for setting up and managing the Recoverable Damages Team to drive cost recovery associated with third party damage to the nbn network.• Successfully built nbn Recoverable Damages Team from 0 FTE to 8 FTE in 6 months, including systems, processes, reporting, strong stakeholder engagement and increased company awareness of Recoverable Damages which all resulted in the various increases of 110% - 600% across all measures in the first full financial year.• Drove the implementation and deployment of both the new Recoverable Damages Application in Salesforce and the first nbn Collections Suite for Recoverable Damages, from EPIC creation through solution design, UAT and all deployment activities.

Drove the planning and change management of the Macaulay Road Relocation Project consisting of 6 sub-projects including four separate site relocation's.The Macaulay Road Relocation Project was a multi-million dollar project improving the access and supply of services to our clients, in addition to moving the workforce into the future. As well as a relocation and construction element, the project is implementing fundamental working model changes from offices to a smart space environment. • Develop and document Project Scope, Project Management Plans, and supporting information such as work schedules, stakeholder analysis, communications and risk plan• Manage the engagement, relationship and progress with all vendors and consultants required to complete the project• Work closely with all stakeholders and strategic project teams where required to manage change by promoting information sharing, transparency and continuous improvement• Lead the project team to ensure achievement of project activities in line with the business needs and project management plan• Identify resourcing needs and undertake delegated project activities• Action risks and issues and escalate higher level risks to WHS as required• Review project progress periodically to identify issues, benefits, learnings and inform next stages of strategic project

Current Responsibilities• Lead and managed new customer integration for the (DMS) Business Unit, in partnership with internal departments to ensure seamless, timely and professional client implementation • Drove the successful completion of the Australia Post Migration Project – moving all debtor communication to a new platform• Managed the CIS team to ensure the smooth BAU management of all existing clients including but not limited to Debt loads and updates, system requests (ticket management), debtor communication and management of all DMS Operational System Issues• Drove the implementation of all new clients providing strategic and system SME advice for the implementation • Ensure new clients are set up within the system correctly from a treatment perspective to meet client, compliance and business objectives and ensure overall revenue and performance measures are met• Managed all debtor communication from development and implementation to ensure compliance in conjunction with all internal stakeholders and external vendors• Lead the creation of system paths of action, demand letters, intelligent dictionary items, work queues, and other key Mercantile items as required by the business• Identify and lead all process improvement opportunities to drive compliance and performance of collections• Implemented new Debtor Communication Work Request Process within the business

• Lead the Call Centre to achieve agreed KPIs and Customer Service Targets for Sensis Call Connect & 1234 • Developed and implemented the Melbourne Contact Centre Operations Plan • Introduced rolling monthly reporting and analysis tools to monitor monthly & yearly performance • Managed a variety of HR cases for both conduct and performance to appropriate resolution• Provided coaching and mentoring to team leaders and agents to optimize individual and team capability• Built capability through identifying, nurturing and sourcing talent to meet current and future business needs for succession planning and growth• Reinstated monthly team meetings with staff to ensure communication and awareness of business requirements• Conducted constant reviews and analysis of performance and identified areas for improvement and KPI changes

Responsibilities• Managed the external partner performance in alignment with contractual agreements to ensure all Regional & National measures and initiatives were met• Built and managed relationships with both Internal & External Operational staff to ensure that all performance measures are met and the best customer service is delivered• Developed and drove all remedial plans and initiatives to improve customer experience• Resolved performance issues and complaints highlighted by both customers and internal staff• Identified and resolved process issues by working with regional and national stakeholders • Managed the Southern External Contractor Volumes to meet Southern Region customer demand Achievements • Contractor Performance Improvement: Identified process issues and initiated action plans to substantially improve all performance measures:o NIA Non-Compliance – 20% down to 7% (in 2months and sustained) (Target = 6%)o 7 Day Reroll Performance – 11% down to 6% (Target = 7%)o 30 Day Reroll Performance – 18% down to 12% (Target = 12%)o B-Service Payphones Performance– 9% - 95% in 6 months (Target = 95%)

• Intranet Development & Improvement Project o Project Administrator, Departmental & Training Coordinator, Technical support to project team and staff• Freedom of Information Act Project o Delivered the project on schedule in accordance with Government deadlineso Devised and implemented the Publication Scheme for the Council o Collated and published information within the Publication Schemeo Created online access for the public to the Publication Scheme• Complaints - Project Coordinatoro Developed and implemented a new Complaints Management system & Departmental Analysis Reports

Support the Sales Team of Century 21 City West on the end to end campaign of the sales. From the first calls in to advertising, design, contract preparation, administration and final handover.