• Spearheaded the digital transformation of 12 cafes nationwide, transitioning from traditional offline operations to a digitally optimised environment. Implemented state-of-the-art online point-of-sale (POS) systems with automated KPI measurement, streamlining operations and enhancing data-driven decision-making processes.• Revolutionised inventory management with automated control systems, ensuring accurate stock levels and minimising waste. Leveraged digital tools to optimise staff… Show more • Spearheaded the digital transformation of 12 cafes nationwide, transitioning from traditional offline operations to a digitally optimised environment. Implemented state-of-the-art online point-of-sale (POS) systems with automated KPI measurement, streamlining operations and enhancing data-driven decision-making processes.• Revolutionised inventory management with automated control systems, ensuring accurate stock levels and minimising waste. Leveraged digital tools to optimise staff scheduling and rostering, enhancing efficiency and productivity.• Introduced a user-friendly digital application for customer ordering and delivery, providing a seamless and convenient experience for patrons. This initiative significantly boosted online sales and customer engagement, driving revenue growth.• Led cross-functional teams in collaborative marketing campaigns, leveraging digital channels to increase foot traffic and revenue. Maintained strong financial performance through strategic budgeting, cost-saving measures, and cultivating robust supplier relationships. Show less

As the Head of Customer Management at Optus, I spearheaded a transformative journey towards enhancing customer experience and satisfaction through innovative digital initiatives. Here's an overview of my key responsibilities and accomplishments:• Strategic Leadership: Led the Digital Self Service Customer Management division, where I formulated and executed a comprehensive digital strategy to optimise customer interactions and streamline operations. Collaborated with cross-functional… Show more As the Head of Customer Management at Optus, I spearheaded a transformative journey towards enhancing customer experience and satisfaction through innovative digital initiatives. Here's an overview of my key responsibilities and accomplishments:• Strategic Leadership: Led the Digital Self Service Customer Management division, where I formulated and executed a comprehensive digital strategy to optimise customer interactions and streamline operations. Collaborated with cross-functional teams to establish an operational roadmap aligned with organisational goals.• Innovative Digital Initiatives: Implemented cutting-edge digital solutions such as online chat, online help platforms, and enhanced digital service channels. These initiatives aimed at providing customers with seamless and convenient self-service options, resulting in a significant improvement in customer experience and satisfaction metrics.• Digital and Offline Marketing Integration: Orchestrated integrated digital and offline marketing activities to drive growth across digital channels. Leveraged a multi-channel approach to engage customers effectively and expand the digital footprint of the organization.• Management of Digital Prepaid Portfolio: Successfully managed the digital prepaid portfolio, overseeing sales growth and performance across the digital spectrum. Implemented strategic measures to capitalise on digital opportunities and enhance revenue generation.• Team Leadership and Collaboration: Managed a team of professionals responsible for shaping the digital strategy and operational roadmap for the organisation's existing customer base. Fostered a collaborative environment and worked closely with teams across the organization to educate and align them with the digital transformation vision. Show less

Business owner for St.George website, Internet and Phone Banking. Represented St.George on the BPAY management committee. Led the online transformation of a new internet banking platform and migration of over 600K customers. Accountable for web sales and take up and usage of electornic banking.

Business owner for e-payments portfolio $10m in revenue p.a.Formulate strategic roadmaps to continually enhance online channels and improve online conversion and retention strategies.Development and launch of online sales applications for home loans, personal loans, credit cards and deposit products.

Pivotal player in the development of an online strategy for relevant business units, and co-ordinated implementation of Internet intiatives.Efficiently conducted research and prepared proposals for Internet intiatives and processes.Served as 'subject matter expert' on all website-related matters for Personal Customers division.