Point Heard specialises in independent customer advocacy and complaints management across the aged care, disability, health and insurance sectors. We help organisations understand more intimately the expectations and needs of their customers, stakeholders and communities.Our services include:* Bespoke customer advocacy programs* Design and implementation of improved customer experiences * Complaints systems practices * Management of complex complaints

Founder and Director of a management consultancy business providing services in the personal injury and disability sectors.

I managed all Personal Injury Operations across Australia for the first 12 months and then moved into a role that led the whole of business strategy in Personal Injury and General Insurance and focused on personal injury product development. Being a member of the GBS global strategy and product development for workers compensation was a privilege that afforded me the chance to develop a unique global perspective on personal injury.

As the Director of Claims Agent Performance, I had the privilege of being accountable for the design, delivery and execution of claims management products services provided to South Australian employers, workers and service providers.The greatest highlight for me was being a significant participant in the transformation design of the scheme in 2014 and 2015 and performing the key Executive role overseeing the successful execution of scheme transformation.

It was fantastic to be afforded a complete change in direction in my career. In this role I was accountable for the management of all mining operations and supporting functions including logistics, sales, finance (P&L) and Human Resources.A single geological deposit that produced over 50 products for distribution locally, nationally and internationally.

I had the pleasure of leading a team of around 40 people in AUS, accountable for the management of OHS, Workers Compensation and on-site medical practices for operations in Victoria (engine plant) and South Australia (assembly plant) supporting more than 10,000 employees.I learnt an enormous amount industrial relations, just in time management and the witnessed the true passion people loyal to a brand can possess. This role was also afforded the opportunity to contribute to the management of OHS in the Asia Pacific region for all manufacturing operations.

A wonderful company that believed in its people giving me a fantastic opportunity at my first ‘big job’, leading the OHS and Workers Compensation performance for all manufacturing, distribution and corporate facilities across Milk, Yogurt, Cream and Cheese operations in Australia and New Zealand.

In this role I was a Senior Claims Officer managing a portfolio of claims across Local Government agencies (Councils) in South Australia.