- Leading a team of 27 Customer Service Agents and Customer Service Supervisors- Project delivery; Responsible for the execution of the Contact Centre Strategy- Responsible for overseeing the operational performance of the Melbourne Contact Centre- Responsible for the performance management and development of the Contact Centre team- Driving change through initiatives and process improvement- Stakeholder Management

- Responsible for managing the end to end learning and development requirements of the Customer Operations contact centre teams.- Management and delivery of the Customer Operations QA program.- Identify knowledge gaps and share trends, provide recommendations and implement training to address.- Responsible for collating customer and people insights, identifying trends and sharing insights along with recommendations to address.- Driving change through valuable insights and data, and support communication and training activities for change readiness.- Design and deliver communications across Operations relating to changes in processes impacting customer & people.

Creating, facilitating and overseeing efficient and insightful training sessions to all Operations staff and the Operations Leadership Team. Assist with screening, interviewing and hiring of new staff. Responsible for one on one coaching, mentoring and guidance of new trainee staff throughout their first 8 weeks in the role. Conducting evaluations of Customer Service calls, live chats and emails to ensure they are meeting a minimum standard of service. Data analysis to find the root cause of customer contact drivers.

Performed outbound calls to customers ranging from newly acquired to high value clients. Assessed and responded to after contact measure surveys.

Responding to customers contacting inbound via calls, live chat and email for a large variety of reasons including sports, racing, technical and payments related queries.