As a Strategy & Planning Analyst, I am responsible for working closely with multiple leaders across the Optus business to deliver an aligned omni channel experience and will be a thought leader in driving customer service excellence, whilst achieving productivity objectives. We play a key leadership role in developing the future Operational strategy & roadmap to shape the Retail and omni-channel experience. Key Responsibilities:• Leveraged data analytics to extract actionable insights specific to the retail domain which informed a strategic roadmap for continuous improvement, driving operational efficiency and customer satisfaction.• Analysed frontline feedback, Net Promoter Score (NPS), and other relevant data sources translating into actionable steps, optimising processes and enhancing overall performance.• Led comprehensive deep dives into the ~$75 million Retail labor operating expenditure (OPEX), effectively managing workforce allocation across 140 Retail Company-owned stores and 1400 employees while adhering to budget constraints.• Facilitated time and motion studies, customer observation, and research initiatives, extracting valuable insights to design end-to-end future state processes, improving efficiency and customer experiences.• Sized and evaluated improvement opportunities based on data-driven criteria, ensuring that resources were allocated effectively to initiatives with the highest impact.

WFM has undergone a transformation within Optus, moving into a more modern space with the Dayforce platform. As a Workforce Optimisation Analyst, my role was part of the 2nd Phase project designed to increase engagement and usage of the functions originally delivered. I was the Project Lead for the Roster Optimisation part of the Dayforce WFM project, and was accountable for the investigation of problems, rectifying and rolling out these changes to approx. 170 Optus company owned Stores.Key Responsibilities• Lead the deployment of labour forecasting within our workforce management system, utilizing data-driven models to optimise labor allocation, ensuring alignment to budgetary constraints.• Developed roster optimisation efforts across approximately 140 company-owned stores. Achieved tangible outcomes, including improved workforce utilisation, strict adherence to labour budgets, reduced overtime costs, and the eradication of perceived roster bias.• Produced comprehensive workforce management (WFM) reporting that informed critical business functions such as payroll, annual leave and sick leave, driving efficiency and informed decision-making.

Leading a team of 30 staff members in the highest volume store in Australia, the role of Store Manager at Chadstone is one of the most challenging roles within Optus. The role is responsible for the growth of future leaders, whilst unearthing and growing sales superstars. Key Responsibilities• Successfully guided a team of over 30 individuals to surpass Sales and Customer Experience (CX) Key Performance Indicators (KPIs), leveraging performance metrics and insights to optimise team performance and drive results.• Attracted top talent by implementing effective recruitment strategies. Nurtured emerging leaders and sales consultants, ensuring their growth and alignment with organisational goals.• Designed and managed personalised development plans for each team member, fostering a culture of continuous personal improvement.• Strategically planned and executed for critical in-store events, such as key device launches and seasonal retail periods.• Ensured seamless operations during high-demand periods, optimising workforce utilization, store compliance and inventory management.

As a Sales Coach, my role entailed building relationships with all levels of Optus RetailCo – from entry level sales people, Store Managers, Area Managers & key areas of Head Office. This role was newly created and involved designing and implementing the framework and structure of the program for all future Sales Coaches. The focus was to build a bridge between store staff and Head Office, whilst also delivering coaching and on the job training to increase performance in store.Key Responsibilities• Provided targeted coaching aligned with the Optus Retail Sales strategy, leveraging performance data to tailor coaching approaches for maximum effectiveness.• Actively elevated sales capability within the retail channel through analysis of sales metrics to identify areas for improvement and optimise performance.• Recognised coaching opportunities based on individual needs. Developed personalised coaching strategies to enhance selling skills and drive results.• Regularly provided constructive feedback to enhance performance. Assisted team members in defining and achieving performance objectives.

Key Responsibilities• Researching, listing & accurately pricing properties to sell in current market climate• Development and implementation of marketing plans• Organising and diarising open homes & private buyer inspections• Prospecting for new listings• Final stage negotiations of contracts for the sale of properties

Key Responsibilities• Researching, listing & accurately pricing properties to sell in current market climate• Development and implementation of marketing plans• Organising and diarising open homes & private buyer inspections• Prospecting for new listings• Final stage negotiations of contracts for the sale of properties

Key Responsibilities• Auditing and reporting of small to large profit and not for profit organisations• Preparation and interpretation of taxation and financial reports• Regular preparation of Monthly, Quarterly & Yearly Business Activity Statements• Planning and implementation of excel worksheets as Audit/Accounting tools• Developing on-going client relationships