Responsibilities• Working between Legal, Learning and Development and 3rd party vendors to define Compliance parameters for captive and non-captive Quality, Complaints and Channel Assurance programs.• Working with Marketing and Pricing teams to establish a Product suite for each territory and location the Residential Kiosks operate.• Using cost analysis, Forecasting and energy price modelling to influence kiosk locations and build a National territory plan. • Work with the data insights team to establish daily Key Performance Indicator (KPI) reporting and data tracking for invoicing. • Managed annual $6 million in operating budget consisting of over $5.5 million in contract, 34 employees, and 4 subcontractors. Achievements• Successfully reduced controllable expenses by 5% from previous agreement terms by re-negotiating with the 3rd party. • Achieved 400% to Budget in Q1 FY18/19• Reduction in margin erosion of 50% by reducing customer retention volumes and increasing acquisition output through refocused territory planning.

Responsibilities• Provided functional requirements and worked with offshore developers to build Digital In-Field CRM/Application for sign-on glass and sales acquisition automation.• Worked with IT support teams to draft and execute User Acceptance Testing (UAT) for Salesboard (Digital In-Field CRM).• Facilitated Week in Progress (WIP) meetings with all stakeholders and the International Client.• Provided ongoing Post-implementation support for the Salesboard platform including defect reporting via Atlassian Jira.• Work with the data insights team to establish daily Key Performance Indicator (KPI) reporting and data tracking for incentive payments. Achievements• Digital In-Field CRM (Salesboard) resulted in an annual $250k of operational cost saving.• Implemented a blended sales verification, moving categories of calls to automated call recording assurance, resulting in an annual $200k of operational cost saving.• Established a help desk for general sales enquiries, resulting in a reduction of 40% for repeat call types with effective training and coaching support programs. Translating to an annual $130k of operational cost saving.

Responsibilities• Establish an internal Acquisition Field Sales channel for Origin Energy in South Australia, using employees instead of contractors.• Recruit, train and Lead teams across both South Australia and Victoria.• Working between Legal, Learning and Development internal Compliance to define parameters for captive and non-captive Quality, Complaints and Direct Sales Assurance programs.• Using cost analysis, Forecasting and energy price modelling to influence Business Development Manager (BDM) locations and build a State territory plan. • Work with the data insights team to establish daily Key Performance Indicator (KPI) reporting and data tracking for incentive payments and channel sales reporting. • Managed annual $3 million in operating budget consisting of 17 employees across two States.Achievements• Initially a six-month trial in South Australia only, the internal channel was given the go-ahead to expand into Victoria and New South Wales. • Contract cancellations aged >30 days reduced to 11% from 25% when compared with the prior 3rd party vendors.• Complaint volumes reduced to 0.4% from 3.6% of gross sales when compared with the prior 3rd party vendors.• The internal Victoria team I managed, outsold the competing 3rd party vendor two-to-one in quarter one, 2016.

Responsibilities• Working between Legal, Learning and Development and 3rd party vendors to define Compliance parameters for captive and non-captive Quality, Complaints and Channel Assurance programs.• Working with Marketing and Pricing teams to establish a Product suite for each territory and location the sales contractors operate.• Execute tender negotiations with Direct Sales Service Providers.• Execute Master Service Agreements with multiple Service Providers.• Managed annual $19 million in operating budget consisting of over $17.5 million in contract, 250 employees and 1 Service Provider across 4 States and Territories. Achievements• Delivered >100k new customer acquisitions annually through direct marketing and outbound telemarketing activities.• 50% reduction in staff attrition by remodelling incentive structures and paying bonuses on long-term customer retention.

I created a coaching framework for the Team Leaders and frontline Sales staff within Origin's retail consumer sales contact centre. Working closely with the Operations Managers, learning and development staff and the Retail Sales Manager I facilitated the development framework Nationally. The new structure focused on first call resolution and improving the average handle time across the inbound sales teams. My work resulted in a reduction of fourteen per cent on repeat calls for payment enquiries and estimated meter readings. This improvement translated to a resource saving of eight full-time equivalent positions, or an estimated $400,000 positive OPEX.

I held a pivotal role in establishing the first permanent Retention team for Origin Energy. Customer Retention or Saves was created to intercept churning customers to understand the reason for leaving. I worked closely with Marketing, Products and Origin's customer insights teams to build a portal providing existing product and customer information and a suite of products to offer customers to retain them with Origin. During my tenure, I grew the channel from seven staff to over thirty and increased the number of retained customers from ten per agent to twenty, per day. Net customer retention also improved from thirty per cent to sixty with the implementation of an auto-dialler and increased functionality to the tool used by staff. In addition to product maturity, I also developed and trained the teams on improved outbound sales scripts which drove improvements in conversion rate, staff retention and employee engagement.

I relocated from Adelaide to Melbourne for an opportunity to lead one of the newly established teams in Origin's Victoria-based offices. I interviewed and hired staff in the Melbourne contact centre, facilitating the induction training along with ongoing development and performance management of teams of varied sizes.

As a customer acquisition and retention specialist, my role was to assist existing and prospective consumer and small business customers with their energy accounts. Skilled in programs such as; Siebel, MSATS and SAP and proficient with handling inbound sales calls.

During its operation, I was the Co-founder of Just Game Australia, an online entertainment website. I was responsible for the construction of the WordPress website, and I managed the day to day content strategy, along with relationships with games publishers and public relations firms acting on their behalves. The platform included a website, youtube channel, facebook page and twitter account. The just game social community grew to over 1,000 active members, and the site received greater than 10,000 unique visitors each month.