ACXPA is here to provide a fresh alternative with modern leadership, advocacy, and passion for contact centre, customer service, digital, and customer experience professionals in Australia.The ACXPA vision is to build a professional community that creates better customer, business, career and industry outcomes through a powerful online platform and regular in-person events.Supported by members of the Advisory Boards, ACXPA will deliver:▪️Regular live, online symposiums for operational staff and executives to learn best practice methodologies, thought leadership and more.▪️Shared learnings across different industry sectors in how they are tackling current and emerging customer management challenges.▪️Articles, tips and guides written by experts to educate, not sell.▪️Practical tools and resources that help our members to excel in their roles.▪️Online Members Support Forum and Groups to ask questions, create topics, benchmark data and more.▪️Improved career opportunities by sharing and promoting the different skillsets within our industries.▪️Genuine networking opportunities to make it easier for people to connect and grow their network.▪️Industry Advocacy to change the dialogue and perspectives of people outside of our industry and be the champion for our skills to be recognised as an industry in their own right.▪️A new industry awards program that will set a new standard in recognising customer excellence.

The Evergreen Leadership Collective - a passion project, is a sanctuary where the world's most exceptional leaders are cultivated, nurtured, and supported. Our mission transcends the conventional boundaries of leadership development; we are committed to crafting the cornerstone for unparalleled leadership excellence through our comprehensive suite of offerings. We are dedicated to creating the essence of evergreen leadership—enduring, adaptable, and perpetually impactful—and we exist as a space for those who aspire to leave a mark on their industries and communities.We take a multifaceted approach to leadership excellence:Education: Dive into a rich reservoir of meticulously curated materials designed to challenge, inspire, and expand your leadership horizons. From timeless wisdom to cutting-edge insights, our content is a treasure trove for continuous learning and growth.Courses: Engage with our dynamic, interactive courses tailored to embolden new leaders and refine the acumen of seasoned veterans. Each course is a journey through the nuances of leadership, fostering skills that resonate with the ever-evolving demands of the global landscape.Community: Become part of a vibrant community of like-minded leaders. Our collective is a space for collaboration, sharing, and growth, where the leaders of today and tomorrow connect, exchange ideas, and inspire each other to new heights.Mentorship: Gain unparalleled access to mentorship from world-class leaders who have walked the path and know the way. Our mentorship program is designed to provide personalized guidance, helping you navigate challenges and seize opportunities with confidence.Culture: At Evergreen Leadership Collective, we don't just teach leadership; we live it. Our culture is built on the principles of continuous improvement, resilience, and a commitment to excellence. We nurture an environment where every member can thrive and contribute to a legacy of leader

Consulting Services: People Leadership | Customer Experience and Contact Centre Technology | Contact Centre Management and Strategy | Emotionally Intelligent Performance Coaching | Business Development | Management | Sales & Marketing

CloudWave is a Cloud Contact Centre and Communications Platform SaaS company and Integrator with enterprise clients across Asia Pacific.▪️Achieved a 52% Compound Annual Growth rate in my 5 year tenure.▪️Increased Annual Revenue by 800%.▪️Personally closed 170+ deals across mid market and large enterprise customers.▪️300% Growth in employee numbers off the back of closed business.▪️Delivered innovative solutions for enterprise clients across Asia Pacific, specialising in Cloud Contact Centre and Communications as a Platform services.▪️Consulted on the design and implementation of Amazon Connect and Twilio Flex solutions integrated with CRM, Workforce Management, and Analytics tools.▪️Recognised as a "go-to partner" for Amazon Connect and Twilio CPaaS , contributing to CloudWave’s reputation as a trusted delivery partner, managed service provider and integrator.▪️Enabled client success through proactive account management, tailored consulting on call centre migrations, IVR design, telco and security integration, and contact centre strategy.▪️Contributed to CloudWave’s expansion into New Zealand, USA, and UK while growing and maintaining strong vendor and strategic partnerships with Amazon Web Services, Twilio, Telstra, Enghouse, Exltech, Black Box Technologies and others.

As Country Manager my role was to form the necessary industry partnerships by establishing the brand in a highly competitive and new market. ▪️Established VIA’s presence in Australia’s competitive unified communications market, achieving a 333% growth in the partner channel within 10 months.▪️Oversaw customer deployments, ensuring seamless implementation, exceptional stakeholder experiences and ongoing support.▪️Worked with the owners and senior leadership team to build out a go-to-market strategy and execute.▪️Closed new logos across large enterprise customers despite minimal brand presence in countryBuilt and nurtured industry partnerships to drive brand recognition and market penetration.

ASTIA is a premium Customer Engagement Centre servicing and growing businesses via high-volume Customer Acquisition and OmniChannel Customer Engagement.Having emerged in the financial services scene, we have developed a unique ability to represent our partners and their products/services through natural yet effective interactions in highly regulated environments.During my time at ASTIA I:▪️Spearheaded the creation and growth of ASTIA, a premium outsourced contact centre brand specialising in omnichannel engagement and customer acquisition.▪️Grew the client base by 166% and grew existing business revenue resulting in total workforce growth of 275% (to 80 FTE) during tenure.▪️Built, resourced, implemented and oversaw the running of multiple outbound and inbound customer acquisition and support campaigns across the financial services, government and retail sector.▪️Developed the existing leaders to internal promotion and championed the promotion of staff into new leadership positions.▪️Consulted in the design of the go to market strategies of existing marketing campaigns to improve customer acquisition.▪️Developed scalable operations for regulated environments, ensuring compliance while enhancing customer engagement strategies.

Evacentre is here to help call centres seamlessly connect with candidates looking for employment or a change in career. We provide an easy introduction and method of communication that can result in the launch of your professional career, or simply a part time job to pay the bills whilst you embark on other endeavours.Evacentre gives call centre employers access to its database of candidates, from there the employer can show an interest in a candidate without the need for awkward phone calls or recruitment agencies. With a simple mutual like – you can be messaging your future employee and organising the best time to meet within seconds.With close to 10 years’ experience in the industry, the team behind Evacentre understands what it takes to recruit successfully in a high demand, high turnover environment. There are certain qualities needed to be a successful call centre employee, and we can display all of them on your behalf for your potential future employer to see.

As the Senior Call Centre Manager it is my goal to meet local and international growth objectives that model the success achieved in other business units within the company. The role entails business development, call centre consultancy and expansion. With my experience I will grow the business through targeted client acquisition and existing client relationships. I am accountable for the immediate growth of the call centre and its operational efficiency. Responsibilities in the role: - Leadership: Managing centre operations, people performance, motivation and employee engagement. - Relationship Management: Work with existing clients to maximise the call centre capability and work closely with Senior and Executive Management to achieve business growth. - Business Development: Identifying new opportunities with existing and new customers. - Technology: Understanding of contact centre technologies to ensure successful campaign management, maximising call centre potential and efficiency.

Operations Manager for The Direct Call Centre which is a fully owned subsidary of MetLife. The DCC is an outbound/inbound contact centre focusing on the sales and service of Direct Life Insurance products of Metlife's major client (Suncorp). I had 4 direct reports (team leaders) with over 70 indirect reports.The DCC Sells over 6 Life Insurance products across 5+ different brands spread over 4+ teams with a look to grow substantially in the group insurance space.My main accountabilities were the ongoing development and day to day management the Contact Centre, accountability for sales results, forecasting for resourcing based on lead volumes and marketing, forecasting results on a monthly basis and day to day management of sales operations to ensure the contact centre runs with minimal interruption. Other aspects of my role involve but are not limited to campaign implementation, supervision as an Authorised Representative under the ASIC license, overview of recruitment, as well as implementation of dialler strategies to maximise productivity and efficiency.

I was hired by Suncorp to perform as an on site Sales Manager to their outsourced contact centre. Being quite a unique Model Suncorp outsourced its call centre activity and hired me to manage the results and operation of it. I had 2 Team Leaders and up to 50 Indirect reports (Consultants) spanning 2 outbound and one Inbound Sales/Service teams.Being accountable for the results and operation of the contact centre became increasingly challenging managing it through the outsource contact centre HR team, this led to the creation of the Direct Call Centre, a wholly owed subsidiary of MetLife (Suncorps Life Insurance Partner) and my transition to MetLife as the Sales Operations manager on the Suncorp Account.

After the fall of Blueprint Management Group I was able, through my reputation and skills retain my position as a Team Manager for Westpac Direct Life Insurance With ICT who later changed it's name to SYKES.In this role I continued to Manage Teams of up to 25 sales consultants across multiple Life Insurance campaigns whilst starting to develop my ability as an operations manager within the business. The skills acquired helped me gain the position of Sales Manager for Suncorp Direct Life Mid 2010.

Starting my career in contact centres at Blueprint Management Group I quickly progressed form sales consultant to Sales coach and then Team Manager within 12 months. Managing a team of 15-25 outbound sales consultants over a period of 2 years on the Westpac Direct campaign we sold 6 Life Insurance Products. With the skills I had acquired I was able to constantly exceeded expectation and overachieve on my KPI's whilst developing, coaching and helping my staff to achieve their goals.

Leaving the Graphic Design Industry I saw an opportunity to develop and grow my skills as a sales representative. At Communicom I sold Telecommunications business to business. Being a commission only based role with minimal experience it was one of the toughest yet most rewarding challenges of my career and helped me start my journey on the road to success.