As the Customer Hub Manager, I’m both responsible and accountable for the strategy and performance of the Woolworths at Work Team within the Customer Hub. This team is a small specialist team supporting customers at all levels using our Woolworths at Work eCommerce platform which includes supporting Shoppers, Accounts Payable Team Members and Decision Makers (ie, CFO, Head of, etc). I was lucky enough to be the Project Lead who set up this new Contact Centre within the Customer Hub. Here, I led all aspects of its inception, including but not limited to: - Onboarding, recruitment & all HR related requirements including remuneration for the role - Determined and implemented the technical needs such as the IVR and Queues - Build a Customer First strategy with plans to implement a Chatbot and expand our service offering - Implemented the Voice of Customer program and determined KPIs and SLAs to suit our customers needs. Day to Day Responsibilities include: - Driving the Customer First Strategy and leading projects to the objectives set - Creating, improving and documenting new processes that always put our customers first. - Developing, coaching and training team members in order to meet and exceed KPIs. - Driving performance through continuous improvement initiatives and working with Build Squads to find opportunities to improve the customer experience or journey. - Recruitment and onboarding new hires as needed. - Managing the labour budget. - Supporting the wider Customer Hub goals and KPIs. - Driving engagement and strategies to retain staff.Key Milesstones and Achievements: - Launched BEA, our very own Chatbot for sustainable growth and contact absorption. - Implemented creative approaches to recruitment and rostering in order to support our Monday call demand (ASA 10m > 3m) -FY23 Voice of Team Score at 82%

In this role, I was leading 6 Team Leaders with 100+ Customer Service Representative and had 3 main focuses.Firstly, my speciality is in Last Mile Delivery as I work closely with Zone Leads, State Managers, Store Ops Teams and General Managers within Last Mile and B2C to support all things customer. I also support business operations through multiple BCP events such as COVID, Bush Fires and Flooding throughout the country.Secondly, I lead changes and initiatives to improve our understanding of the cost of doing business and improving our remote working solutions to keep our team safe. These initiatives included, the Remote Support Line, Virtual Shift Phone, operational changes to our Crowd Team and new channels for our stakeholders to make contact.Thirdly, I lead the B2B space within the Customer Hub and its huge growth and appetite for change. Here I support the Team Leader managing initiatives that impact both our customers and team while the Woolworths at Work Tribe continues to lead change in their fit for purpose B2B eCom platform.Some of my key achievements include: - Project Lead for the Customer Hub in standing up the new Woolworths at Work Team to provide a best in class experience for all business shoppers. - Stood up a Proactive Team within our Crowd Space showing huge benefits to customer, team and business, On Time Delivery increased by 22%, $4.7k less refunds per week, saved 22 hours for Hub and 7 hours of labour for stores per week. - Created The Virtual Support Line as a means in supporting our team remotely and increasing our work from home capability within the centre. Within 6 months, over 70,000 contacts answered which has highlighted the cost of doing business which was previously not captured. - Created The Virtual Shift Phone which continued to drive our work from home initiatives for the safety of our team and Team Leaders.

Throughout the 2 years, I was lucky enough to diversify my skills as a People Leader for front line team members in Gift Cards, Everyday Rewards, eCom and eCom B2B business units. Here, I developed my People Leadership skills and change management throughout initiatives to improve team member performance and customer satisfaction.

- Operational Training - Up skill Training - Assessment of Staff (new and existing) - Training Call, Chat and Email Servicing of customers on the platform Genesys - Building & maintaining Training Material - eLearning implementation, design, build and management

- Operational Training for St George & Westpac campagins - Assessment of Staff (new hires and upskill staff) - Build & Roll out eLearning modules to both new and existing agents for St George, Westpac, Zurich, AIA, Bendigo Bank & ANZ Bank- Development & Delivery of training/subject matter- Reporting of training outcomes- Reporting on eLearning outcomes