Leading the contact centre and customer experience capability across icare and it's outsourced providers. This includes:1. Design & deploy tech-enabled customer experience strategy .2. Digital Transformation3. Service experience design for customer facing operationsAchievements• Led a frontline digital transition as the Head of Contact Centre Operations – icare with $16.1m (28%) in projected savings and end-to-end change including: - Change Management of 1500+ users for successful embedding into ‘ways we work’ - Service design and delivery aligned to Customer Service Strategy - Built BI reporting tools to empower operational leaders• Remedied outsourced customer service operation to deliver on-target performance which included: - managing supplier stakeholders to ensure appropriate support for operation - introduced new work types that mitigated seasonal demand impacts - building a data-driven decision-making culture• Delivered appointment setting capability for claims case managers, increasing case manager availability, decreasing wasted work for missed calls, and increasing customer experience which included: - Designing, delivering and embedding technology solution without budget - Rolling out solution across rest of icare claims management team - Pilot participants being twice as likely to be available for contact

Reported to the CEO, created business efficiency for Athena, whilst also generating revenue through consulting delivery. Achieved this through: • Creating budgets and implementing financial controls to ensure costs remain on target• Building BI tools to understand trends and insights over time • Leading projects in superannuation, insurance, dot.com start-ups, and not-for-profits Achievements• Led efficiency engagement as the General Manager, Athena Consulting to decrease customer turnaround times for seasonal peak by 44% year on year. This was achieved by: - Team restructuring to implement a customer centric design. - Developing senior leader skills and operational expertise - Implementing workforce capacity planning function to the business• Delivered workforce planning solution for large insurance provider to enable accurate budget forecasting and planning which included: - Identifying gaps with current workforce management reporting - Implementing data driven approach to calculate requirements and future impacts - Providing the assurance to senior leadership that adequate budget had been allocated for the customer facing teams

I am responsible for developing a strong client partnership to deliver on key business priorities. This specifically includes:• Contract governance and managing contract variations• In depth understanding of client’s business drivers to align commercial objectives • Service design and delivery to complement their ‘in-house’ capabilities Industry Verticals: Telecommunications, Government, Utilities, Travel, Not-for-Profit Achievements• Delivered award winning service operations as the Senior Account Executive at Stellar, I led operations that increased client satisfaction and doubled profit margins. This was done by: - implementing change management planning and governance for successful project implementation - Leveraging voice-of-customer data to automate low value interactions - Investing in people development to create clear career paths• Delivered career pathways program to support retention and capability uplift. This was done through: - Skills assessment and analysis to understand current state - Map business strategy to skill requirements to determine timeline milestones - Aligned roles and pay to clearly demonstrate development pathways and career progression• Re-contracted 2 large clients, representing an approximate value of $4.5M per year achieving this by: - An open and honest communication style, promoting solution focused discussion - A deep understanding of client’s business, their pain points, and how to structure their customer service solutions - Constant monitoring and assessment of the service, eliminating waste to increase ROI

Responsible for the overall financial and client success of eBay Australia’s outsourced customer service team. This was achieved through:1. Clear financial and customer target setting2. Growing and developing management team through mentoring and regular coaching3. Strong client partnership to deliver key business prioritiesAccount Details: 250 seats, 5 direct reports, inbound, outbound and account management functions across email, phone and online chat.Achievements• Delivered 60%+ increase in profit margin over 12 months (EOM May 2014) through clear operational management which was achieved by: - Detailed understanding on cost drivers within operational environment - Focussed program level financial goal setting o Consistent monitoring and management of financial KPI’s to ensure on-track performance• Increased average tenure of teammates to 23months (from 14mths prev. year) amongst increasingly competitive job market - Implemented people development pathways for career development - Identified employee satisfaction champions leading survey and focus group initiatives o Delivered clear employee support initiatives during national calamity events

Lead support for an IT system deployment across Philippine operations, ensuring the project milestones are met.• identifying project risks and ensuring correct requirements prior to deployment• Process identification and alignment for change implementation• Training operational leaders ranging from front line mgt to General Managers, Program and Executive Directors.Project Scope: 2 vendors, 11 different geographic sites, 20+ centres, 7000+ agents

Using the operational understanding attained in my previous support role I delivered quick improvements within this partner centre. Including:• Refocusing centre direction on new cost based targets• Promoting changes in centre structure to increase centre responsiveness• Account Details: 3 different vendors, 200-600 seats, inbound residential billing traffic for consumer customers.

Supported Operational teams through delivery of process improvement projects