I am an accomplished and highly dynamic professional with proven expertise in shaping operational strategies and dealer support programs to enhance the customer experience. I’m passionate about improving the client experience with exceptional skills in people leadership and development, client satisfaction strategy and process improvement. I have extensive experience in establishing comprehensive customer care standards, maintaining compliance, building trusted relationships with internal and external stakeholders, streamlining, and standardising processes, and driving KPIs around customer retention and SLAs. I have a proven track record in managing multiple process improvement projects, ensuring customer service excellence. I role model expectations of performance for the team, including providing coaching, training and mentorship to increase capabilities and as part of staff professional development strategy.I’m a dedicated team player with a collaborative leadership style, fostering long- term partnerships with a variety of teams, clients, senior leaders, and stakeholders. I thrive in high-pressure and deadline-driven environments, consistently driving operational excellence.I will add strong value to your organisation by bringing: Ambitious and motivated professional with strong leadership skills, steering the daily performance of high-performance teams, ensuring compliance with policies and procedures, and measuring performance against key performance indicators. A high-energy and values-driven Senior Leader with proven expertise in leading the delivery of multiple process improvement projects, focused on boosting and generating improved Customer experiences and profitability.  Demonstrated capabilities in developing and delivering Australian Consumer Law training programs for internal and customer-facing dealership stakeholders for improved customer engagement. A hands-on professional committed to managing staff performance evaluation and development, including new Customer Resolution Executive recruitment, onboarding, and retention of high-performing talent. Robust communication and leadership skills, managing stakeholder relationships and providing training, coaching and mentorship for the junior staff to support the delivery of agreed financial and brand objectives.