Rainbow Families is a 100% volunteer organisation, providing a network of support to children and families within the NSW LGBTIQ community.

Leading and managing the Westpac Group RBB complaint resolution process for external disputes, as well as maintaining Westpac’s relationship with external bodies such as the Financial Ombudsman Service (FOS), ASIC, APRA to ensure appropriate compliance and resolution of issues. The role entails leading 2 multi branded teams of Customer Relations Managers to deliver service excellence in the resolution of all complaints concerning Lending, Merchants, Retail and Business Banking Products, and Services and Channel Process. Working closely with the Regulators, and the External Disputes team, the role is also responsible for process and performance efficiencies and improvements, delivering regular reporting on the team and the overall business performance, and managing the costs associated with External Disputes. Internal and External Relationship management, representing Westpac in the Inter Bank Working Group, and managing internal relationships with product owners, with particular focus on product cost management.

A broad role that encompassed managing the relationship between AAPT and it's 3rd party Call Centre Vendors both on and off shore, as well as managing the onshore high performing Customer Resolution Billing & Credit Experts and the Inbound and Outbound Credit Expert teams,This role required the ability to manage a number of different work streams (escalated billing enquiries, credit collection and management enquiries, consults and coaching of off shore vendor partner contact centre reps) , and managing customer communication channels (email and online enquiries, inbound and outbound enquiries, internal ‘task’ management). I was accountable for the business KPIs attributed to all the groups, including the achievement of sales and quality targets as well as managing the interactions and developing relevant process to enhance the relationships between the AAPT owned call centre and 3rd party vendors.

To manage and lead a team of up to 15 Telesales Consultants across a full range of business activities to ensure excellence in customer service and the maximisation of all sales opportunities. This was achieved through a clear vision and commitment to coaching and development, and most importantly by motivating others to take responsibility for their own development. This ensured the team was committed to the business and had a strong focus towards excelling in Sales, Service and Revenue growth. Complaints Management, workforce forecasting, call traffic management, and HR skills were also extremely important aspects of the role and contribute to achieving the key goals.

With over 9 years experience as the manager of the Bald Rock hotel in Rozelle, I was responsible for all aspects of the day to day running, and contributed to the strategic planning for the hotel. The key focus of the role was to attract customers, attract and retain highly skilled staff, increase revenue and reduce costs. My responsibilities included liaising with multiple Account Managers to purchase for the hotel, staff training, roster preparation, stock control/stocktaking, preparation of wages and banking, accepting all deliveries, sourcing and booking entertainment, organising theme nights and supporting companies in the promotion of new and existing products. It was also my responsibility to ensure that all staff had the necessary regulatory training in regard to responsible service of alcohol, responsible conduct of gaming, OHS policies and EEO.