• Developed a viable and sustainable small business strategy to expand the employment services by applications for grants and reinvestment of the business revenue from the sale of computers. (CityCare Services Ltd)• Reviewed Australian legislation on skilled migration requirements to scope the development of a decision ready skills assessment’ product with a target market of immigration agents. (Allied Immigration Services)• Scoped the requirements for an online training manual for… Show more • Developed a viable and sustainable small business strategy to expand the employment services by applications for grants and reinvestment of the business revenue from the sale of computers. (CityCare Services Ltd)• Reviewed Australian legislation on skilled migration requirements to scope the development of a decision ready skills assessment’ product with a target market of immigration agents. (Allied Immigration Services)• Scoped the requirements for an online training manual for new hires to the sales team of an online book publisher with offices in Brisbane and Malaysia. (Bookpal Publisher)• Produced Workplace Health and Safety policies and procedures for a commercial cleaner and passed a significant audit to enable ongoing operations. (Valued Services)• I was honoured to speak on behalf of CityCare at the wedding of Jean-Pierre, one of our program participants from Burundi in Africa.• Established a flexible and scalable ‘work for the dole’ program with the intent of replicating the model across other locations nationwide. (Citywide Skills and Services Ltd)• As a Director, I developed the supply chain to support future growth of Linda Allen Fitness Australia (LAFA), including signing a support agreement with ‘Australian Institute of Fitness’ for a pipeline of fitness trainers. (LAFA)• Delivered five gymnasium franchise fit outs which were opened on time and below budget. Three studios were located in Queensland and two studios in South Australia. (LAFA)• Assisted fifteen program participants to be workplace ready so that they could get into regular work or further study through daily mentoring and training; i.e. refugees or long term unemployed. (CityCare Services Ltd) Show less

• Program management responsibilities during the Bid and Proposal, Transition and Transformation providing modelling advice and guidance for the resource planning of IBM/Telstra Remote Support Centre (RSC). • Conceived, designed, priced, implemented, managed and lead ongoing transformation by establishing a fourth delivery team, delivering OPEX relief for Telstra. • Communicated with the executive stakeholders in IBM and Telstra achieving a formal client satisfaction vendor rating from… Show more • Program management responsibilities during the Bid and Proposal, Transition and Transformation providing modelling advice and guidance for the resource planning of IBM/Telstra Remote Support Centre (RSC). • Conceived, designed, priced, implemented, managed and lead ongoing transformation by establishing a fourth delivery team, delivering OPEX relief for Telstra. • Communicated with the executive stakeholders in IBM and Telstra achieving a formal client satisfaction vendor rating from Telstra of 3.6 out of 5 for the management of this account.• Developed a virtual contact centre environment linking Brisbane, Gold Coast, and Cyberjaya. This enabled efficient distribution of work, and provided business continuity across locations. • Working in ITIL, Agile and PMBOK project methodologies established a project team of 65 people in Australia and Malaysia for transition, evolving to a delivery team of 45 in Australia and 40 in Malaysia.• Lead the development retention strategies, attrition management recruitment, training, workforce planning, incentive plans, job descriptions, and rosters in the start-up of the RSC. • Annual workforce budget of $5 million; improved profitability by transforming the Telstra operational methods to contact centre-based methodology.• Planned the knowledge transfer activities, the design of the telephony environment and transformation initiatives. Show less

• Responsible to plan, resource and deliver technical service delivery across Australia and New Zealand for Lenovo PC products in a hundred-seat technical inbound resolution contact centre receiving over 500,000 inbound calls per annum. • Transformed to a 24x7 operation, enabling improved workflow management and after hours agents to devote significant time to on-going personal development. • Initiated a real estate review to utilise space in the IBM Gold Coast contact centre which… Show more • Responsible to plan, resource and deliver technical service delivery across Australia and New Zealand for Lenovo PC products in a hundred-seat technical inbound resolution contact centre receiving over 500,000 inbound calls per annum. • Transformed to a 24x7 operation, enabling improved workflow management and after hours agents to devote significant time to on-going personal development. • Initiated a real estate review to utilise space in the IBM Gold Coast contact centre which improved our business continuity and secured reduced charges for five years. • Worked with Lenovo executives to position Lenovo PC Products Service Delivery as Australia’s best service delivery team, receiving a Customer Satisfaction (CSAT) rating 91% for hardware problem resolution. • Management of the annual workforce budget of approximately $4 million and maintained detailed burdened headcount costs allowing for accurate cost analysis to improve in profitability through cost management.• Continuous review of systems and procedures to maximise efficiencies, results analysis, reporting and recommendations, resolution of problems/issues.ions. Show less

• I was responsible for the management of maintenance service contracts for multiple vendors that IBM managed with Queensland Rail (QR); Queensland Department of Corrective Services; Austrade (Department of Foreign Affairs and Trade) and AWA - IBM PC Service Vendor.• At Queensland Rail I managed the installation and ongoing management of the IBM enterprise storage solution, including enterprise disk and tape library products, scheduling install, move, add, change requests and system… Show more • I was responsible for the management of maintenance service contracts for multiple vendors that IBM managed with Queensland Rail (QR); Queensland Department of Corrective Services; Austrade (Department of Foreign Affairs and Trade) and AWA - IBM PC Service Vendor.• At Queensland Rail I managed the installation and ongoing management of the IBM enterprise storage solution, including enterprise disk and tape library products, scheduling install, move, add, change requests and system upgrades.• Established a simple financial model to manage the support of QR (Queensland Rail) as they had an incomplete asset register from having a working knowledge of IBM and QR’s billing and payment systems.• Detailed analysis of service contracts and service records for the Department of Foreign Affairs and Trade (Austrade) managed services account revealed $180,000 of unbilled revenue. Show less