- Managed a team of 8 direct reports consisting of Jeopardy officers, Schedulers and Scheduling Specialists.- Ensured performance metrics were achieved inline with client SLA's and balancing delivery of revenue targets.- Worked to ensure field resources were dimensioned correctly by profiling forecasted demand and incoming demand. Anticipated order trending for seasonality changes, weather events and holidays. - Monitored and addressed incoming demand in a timely manner to ensure end users requesting an appointment were attended to within the SLA periods across both activations and assurance.- Acted as a point of escalation for calls, issues, complaints or queries as necessary.- Managed internal and external stakeholder requirements through collaborative cross-functional communication to ensure acceptable outcomes for the customer and the business.- Worked with contractor engagement to ensure recruitment and onboarding of field resources in strategic locations to address local demand.

- Managed a team of 8 direct reports consisting of Workforce Calendar Specialists and Analysts, with staff members based in NSW as well. - Worked to ensure calendar appointments are dimensioned correctly through profiling to reflect the releases of new footprints of FTTx, Wireless and Satellite. - Monitored and addressed consumption of appointments to ensure SLA's are met and customers are offered first available appointments.- Perform analysis of under performing regions and SLA breaches while keeping key internal and external stake holders updated. - Worked closely with forecasting, activation and SDP teams to deploy and deliver strategies to resolve breaches.- Governance of Service Delivery Partners to ensure metrics and resource commitment aligns to calendar capacity, minimising appointments missed due to “No Resource Available (NRA)”.

- Have a number of direct and indirect reports. Managed 14 direct reports, consisting of Customer Service Reps, Senior Customer Service Reps and work from home staff. - Specialised in Service Delivery activation and assurance of Telephony, Broadband and NBN FTTx products. - Responsible for overseeing provisioning/fault orders for broadband ADSL2+/ Naked DSL and NBN FTTx/Fibre/HFC/Wireless/Satellite technologies.- Assisted Contact Center Manager on day to day duties and special projects.- Identified emerging leaders, providing mentoring and development to Customer Service Managers and Senior Customer Service Reps.- Responsible for daily and weekly reporting to Contact Center Manager and external stake holders.- Involved in analysis and resolution of staff management and absence management issues. - Filled in as Acting Contact Centre Manager whenever the Contact Centre Manager is on leave or unavailable. 190+ indirect reports from the Melbourne Contact Centre.

- Established and led the Melbourne Service Delivery team.- 14 direct reports including Work From Home staff. Consisting of Senior and Customer Service Representatives.- Responsible for overseeing provisioning/fault management for broadband ADSL2+/ Naked DSL and NBN FTTx/Fibre/HFC/Wireless/Satellite technologies.- Escalation point for the team and managed TIO complaints specific to Activation and Assurance.- Provided Q&A, coaching and mentoring to staff while also identifying future leaders.- Monitored performance levels against SLA targets and oversaw the coordination of resources to ensure targets are met or exceeded in both the Melbourne Contact Centre and the wider Service Delivery function.

- Established and led the first Billing/Support Team in Melbourne Contact Center.- Had a team of 12-14 direct reports made up of Senior and Customer Service Representatives.- Also manged a group of remote staff in the Work From Home program.- Participated in recruitment and selection process of front line staff.- Assisted in Business Process Improvements initiatives.- Work closely with Customer Service teams to act as an “on brand” role model to lead and coach staff, ensuring they are up to date with all aspects of iiNet products, processes and service level standards. - Contribute towards staff development and build their performance within the SMART goals and appraisal & development framework. - Represented iiNet and ensured swift resolution of customer complaints and disputes to preserve customer loyalty while complying with company policies.

- Led a team of 16-20 direct reports made up of Level 1, Level 2 Tech Support and Service Desk reps.- Oversaw support for Residential, Business, Government and Education customers.- Coordinated system upgrades and software deployments with internal teams.- Acted as SME to Senior Management and as point of contact between Contact Center and NOC.- Responsible for maintaining and monitoring social media channels. Protecting the brand by ensuring customers frustrations are responded and assisted in a timely manner by senior staff.- Responsible for incident management of outages, weather events and network faults. Acted as the conduit between NOC and Customer Operations.- Participated in UAT’s, projects and ROI’s for system/process improvements in the technical support area of the contact center.- Oversaw hardware assets, liaising with vendors and test bench.