Carole Linton Email & Phone Number

Melbourne, VIC, AU

Melbourne, Victoria, Australia

Leading, consulting and coaching across portfolios to understand and influence change sequencing, saturation and congestion to increase adoption. Supporting transformational strategy to elevate organisational capabilities and release value frequently for customers, advisors, partners and our people. Lead, design and deliver Program Change Management.

Melbourne, Victoria, Australia

Plan, execute and manage the change roadmap for the portfolio, ensuring alignment to the strategic direction of the portfolio and the enterprise. Working together with leadership groups to build a culture focused on optimising processes, systems and people structures to embed organisational change, adapting to changing demands and priorities in the.

Melbourne, Australia

Leadership of nine change resources across multiple projects and programs elevating customer and organisational fundamentals to ensure initiatives deliver a change in a measurable, sustainable and considered manner.Working with the EOCM leadership team to build, implement and support an enabling, fit for purpose change framework to ensure the organisation.

Hobart

Assigned to review and assess current organisational capability to deliver against new Tasmanian State Government ICT strategy. Evaluated core resourcing against ITIL and SIAM capability assumptions to identity gaps and recommend future organisational structure to meet emerging requirements. Recommendations paper to be ratified by formal government.

Melbourne, Australia

Successful collaboration with the business owners to position for relevant change across multiple business units in challenging economic climates. Positioning a customised learning plan to activate sustainable change. Liaising, with legal guidance, to meet regulatory requirements with customer and staff impacts considered and articulated. Provide.

As leader and champion, embarked on program to merge team into the mainstream operations in a way that communicated the team’s purpose, and prepared individuals for inevitable changes experienced in integration. Developed strategy to extend skills, migrate the group, identify training and support needs and expand rewards and remuneration models..

Summary: Accountable for the delivery of sales, retention and acquisition strategy across 16 contact centres nationally (3000 seats, 10 million contacts annually, $890M revenues from inbound, call-to-action, and outbound contacts. Business lead on development of coaching platform to drive business.

★ Results: 107% to sales target, 101% retention target and 177% to non-access revenue target.★ Deployed dynamic knowledge management tool for front-of-house agents.★ Embedded shift to media content focus.Presided over end-to-end sales and retention programs for eight call centres nationwide—overseeing targets, performance-management framework, and.

Direct Reports: 7 (Leads of Innovation, Tactical, Inbound Contact Centre, Campaign Contact Centre, Retail, Operations and Business Support). Summary: Steered change for channels to increase adoption of initiatives to build sales capability and customer service~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~Counteracted flaw in model that had.

Summary: Led the design, development and deployment of initiatives to drive revenue, improve the consistency and quality of customer interactions, and generate customer loyalty through solution-based selling. Managed change for channels to adopt initiatives to build sales capability and customer.

Focused on stakeholder management and change management execution, the challenge was to take a collection of development initiatives and win buy-in from channels. Steered deployment models, planned training, linked launches where natural synergies were credible and reinforced the importance of the business taking ownership of the initiatives following.

Summary: Stimulated performance via rewards and recognition programs, introduced regional business plan for goal attainment that exceeded revenue targets and assumed role as Group Manager for an extended period. ~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*Gained acknowledgement for surpassing revenue targets---delivering 120% to target.

Summary: Optimised call centre staff performances through coaching and championing desire to deliver on all business metrics for increasing revenue and market share. Staff: Adelaide (185), Lismore (156), Hobart (120)~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~Transformed a culture being undermined through lack of employee.

Prince2 Foundation/Practitioner | Change Management Foundation | Change Management Practitioner

Analytics & Reporting, Human Resource Management, Organisational Leadership, Performance Management

Frontline Management

Numerous Training Courses Including Business Acumen Program, Hs&E, Eeo.