Led the revision of approach for partner onboarding and eco-system development for industry industry solutions adjacent to mobility, professional services, and cloud portfolios. Accountable for growth approach and prioritisation from demand generation to complex proposals through to establishing scalable patterns from POC implementation. Successfully onboarded and developed sales pipeline for solutions with IBM, Scandit and two Telstra start ups that commenced scaling with Adiona and Zetifi.

Managed P&L and growth for Telematics and asset tracking. Managed the dynamic portfolio of solutions resulting in growth of major solutions and exit simplification of others. Supercharged our indirect partner relations in our sales ecosystem for Telematics while developing and launching a new value-added reseller model.

Accountable for end to end management of the premium technical support services for Telstra.

Accountable for the development of scope, business case and IT solutions for new product offers and product enhancements within the connected home and IOT portfolios. Successfully designed new service and product offers for the Premium Service and Location Services portfolios.

Contractor into NBN with 2 key Assignments: nbn HFC Outside Plant Design Partner Mobilization - Led the HFC OSP Design MTM transition initiative, ensuring nbn functional interlock coverage across business groups. Lead interface into Telstra Joint Implementation Team & JIT Steerco for Design; ensuring proper execution of actions, timely mitigation of risks and issues, and visibility and management of dependencies. HFC Outside Plant Design SME for Contract to Outsource Design to Telstra for the HFC Network – Lead HFC Design SME contributing to the development of Telstra – nbn workflows, supporting processes and standards, contract deliverables, templates and IT requirements.

Led the team accountable for the delivery of tools, capabilities & workflows that are leveraged to deliver Assurance across Telstra to provide quality troubleshooting and resolution to all customers. The primary focus of this role was to drive efficiency & advocacy outcomes through improvement and digitisation of the processes, tools & technology solutions that support Assurance. The four key focus areas of the role were: i) Systems Support, ii) Workflow Design and Deployment, iii) Self Service Expansion and iv) Become Proactive. Achievements:• Launched 4 major digital initiatives as cornerstone projects for Telstra’s Digital First program with: i) Redesign of www.Telstra.com/help, ii) Launch of integrated self-service www.Telstra.com/fix, iii) Expansion of Mobile Device Explorer http://mobilesupport.telstra.com.au/ and iv) Outages notifications http://servicestatus.telstra.com/.• Ensured existing Assurance tools and systems performed to set specifications and deployed new tools and systems effectively across the Assurance business to improve outcomes and new capabilities • Commenced build of Telstra’s proactive care solution across issue identification, customer communication program and tool and integrated back end visibility of fault status for all channels. • Launched several offshore tiger team projects across industry partners to drive adoption and improve execution outcomes identified in channel, across technology, people, and process and customer experience. • Utilised and completed major change management program utilising within Procii framework to align and centre team on delivery.

Accountable for driving customer experience improvement and cost reduction by delivering an integrated set of initiatives across three key areas: i) Simplify the business, ii) Improve Customer Service and iii) Support the Product and Connected Home strategies. Achievements:• Increased product satisfaction scores through delivery of products with a simpler billing experience, and more included value whilst improving both activation, assurance and use customer journeys. • Analysed customer journey maps across all products for Sales, Activation, Moves, Billing, Assurance, Use and Complaints and led a product simplification and cost reduction program incorporating process redesign, online enablement, product exits and systems reduction. • Developed world class network investment policy to map customer, financial and operational costs to a new framework for network investment. Resulting investment policy led to more customers having access to products that enabled media sales, lower network congestion and granular visibility of the drivers of churn and dissatisfaction.• Led delivery of 10 Key Programs across a key customer experience and cost pain points identified as critical to moving the NPS needle for the organisation. – i) Wireline NPS Blueprint – ii) FBB Install Fee Simplification –iii) Network Investment Optimisation –iv) Wireline Assurance Tools (CARES)- v) Service Qualification Tool Enhancement– vi) Product Simplification (Broken, old and out of market offers) – vii) Business Broadband Operational Management forum– viii) Dial Up & Satellite Strategy - ix) Outage Notifications Tools and x) Value Based Pricing Program.

Led the team that designs, builds and launches consumer broadband plans and offers to achieve portfolio revenue targets and product mix for retention, acquisition and bundling. Category ownership for development and leadership of product servicing agreements with operational & process business units to support in market planned mix of customer value, usage and physical targets. Achievements:• Launch of 20+ projects and achievement of targets.• Led broadband product construct simplification and transition of BigPond out of significant decline period while achieving growth in a hyper competitive period.• Delivered on support transformation through product simplification and process improvements.• Led new market trials across devices, network, billing and service delivery to achieve customer experience improvement and cost reduction.

Seniors segment lead for identification of customer segment needs and market opportunities to develop compelling segment and micro segment value propositions to achieve revenue growth targets. Represented customer needs for the segment to the product, sales and operations business units to define segment specific customer requirements, messaging and attributes for customer journeys across all channels. Achievements:• Led end to end development of EasyTouch Discovery mobile phone for the seniors market, from researching and then defining physical product engineering, device packaging, onscreen UI and marketing messaging to build the end to end targeted seniors proposition required to grow the market. • Launched a new Pre-paid offer and starter kit, achieving 185k activations by Jan 08 over achieving the business case targets for market share and activations. • Developed the business case and selected vendor for Telstra to re-enter the mobile handset insurance market.• Achieved growth in Fixed, Internet and Mobile categories against a negative trajectory.

Marketing lead for the wireless data portfolio including developing and launching of new products and customer offers, and setting the strategic pricing, campaign and advertising direction for the category. Focus on regional markets. Accountable to develop the Telstra Country Wide Business plan for the Internet Portfolio to deliver $388.6m in revenues in 05/06 and $435M in revenues for 06/07. Deliver on these revenue targets as well as SIO targets through the delivery of customer marketing programs, offers to market, product developments and channel initiatives.This role is accountable for the performance of BigPond Home, BigPond Business, ADSL, Cable and Satellite in TCW markets. Develop and implement activities to achieve 15% revenue growth across the whole portfolio with the emphasis on ADSL penetration.Lead the development of new products, customer offers, developed planned event based contact programs and drove new technology opportunities.

Business project owner and product manager to create the resale relationship with AUSTAR to launch the AUSTAR from Telstra product. • Integrate AUSTAR Pay TV offering into Telstra consumer packages by September 2003.• Achieve sales, revenue and EBIT targets for AUSTAR Pay TV as outlined in the AUSTAR Pay TV business case.• Manage the commercial relationship with Austar, define and review Telstra & Austar Customer and Business metric dashboard and monthly Alliance Committee forum.• Collaborate across segment and channel promotion teams to establish and optimise Pay TV propositions and media placements for back to school, holiday, sport and major event activities and drive cross product acquisition. Achievements:• Developed and managed the IT Service Management RACI for this new portfolio and lead key stakeholder sessions across all Telstra Business units and product support groups Achieved go to market success with complete new service creation and new IT service management and new business to business Processes that were documented in a five month agile process working.• Achieved market penetration for new product category revenue and cross product acquisition and retention for Home Phone, Broadband and Mobile Services (Mobile Service Acquisition significantly exceeded expectations • Successfully developed and executed organisational process mapping for tactical and strategic operational management of the product category.• Initiated cross product promotion campaigns into TCW’ 7.3% share of the FOXTEL from Telstra customer base focusing on the Cable customers on the Gold Coast QLD.

Within the cross product bundling and packaged solutions team I lead segment and product engagement to develope and deliver new propositions for the mass consumer and small business customer base. This was also the development of end to end marketing, sales, ordering and provisioning IT solutions to trial, launch, scale and operationalise these propositions. Achievements:• Project Owner for 5 of the 7 key Bundling initiatives launched by the packaging team during 2001/2003. This involved the Project Management from idea definition, requirements capture, and development of functional specification with systems vendors for sales, activation, billing and complaints management. I managed documentation control and approval of all internal funding, pricing, legal, regulatory and sales training and process materials.

Within enterprise outboard sales I navigated complex sales cycles, collaborating closely with clients to identify tailored solutions. Solution selling became second nature, allowing me to address client pain points effectively. Moreover, I mastered the art of business case development, translating technical features into compelling value propositions. My ability to foster cross-team partnerships—bridging sales, marketing, and product development . Key Responsibilities were to maximise revenue growth, retention and winback opportunities for Telstra through planned, targeted campaign activity.Key achievement was winning national sales award and being offered role within account management.

Alpha Gun Detachment, 105th Field Battery, 1st Regiment RAA.Alpha Gun Detachment, 105th Field Battery, 1st Regiment RAA.Starting my working career in the army, cultivated essential life skills that continue to shape my leadership approach today. Values such as integrity, teamwork, and commitment were instilled in me, fostering a strong sense of discipline and dedication. My service experience taught me the importance of selfless contribution and servant leadership, values that resonate in my management style. Moreover, the relentless work ethic I honed during those early years remains a cornerstone of my professional journey, driving results and fostering excellence within my teams.