Onboarding of new stakeholders Oversaw all aspects of stakeholder managementSupporting our operational business unit by documenting processes to ensure compliance within regulatory guidelinesInformation dissemination to both internal and external stakeholdersCommunicating expectations with external stakeholders to meet the timeline for all projectsResponsible for all Schedule Management requirementsReview of jobs to ensure profitabilityWorking with internal stakeholders including the GM & Director in order to execute installation undertakingsPlanning and organising to effectively prioritise and meet designated time framesProviding advice and support regarding compliance, forecasting, scheduling and capacity planning requirementsFollowing up on customer satisfaction issues and driving resolution over the phone or e-mailReview of invoices to ensure all jobs charged appropriatelyDevelopment and maintenance of a stock control systemEnsuring stock is adequate and can cover direct demand from installation forecastsWorking with third party warehouse to ensure that stock is dispatched in a timely manner and ensuring no project delaysAnalysing data to anticipate and highlight future needsIdentifying opportunities for process improvementMaintaining inventory register that is reconciled to the balance sheet

• Ensure operational objectives are achieved on time and within budget by managing the Victorian Office based teams within Kuga Electrical, including Processing, Scheduling, Recruitment, Warehousing, Solar and Lighting Design.• Work with key stakeholders to establish and improve existing KPI’s and performance based metrics such as ensuring that all jobs for the Internal and External electricians are scheduled in a timely manner and minimum re-order levels for Victoria and interstate warehouses• Be a point of escalation for customers, suppliers and other stakeholders requiring resolution to escalated enquiries• Manage the recruitment of all new staff via our internal portal as well as on boarding several recruitment agencies• Act as a liaison between Kuga Electrical and third parties such as o Employsure for all HR related matters o Green Energy Trading for matters relating to the Victorian Energy Efficiency Scheme, IPART in NSW & STC's.• Maintain a culture of continuous improvement

• Built and managed the processing team located in both Australia and Manila, ensuring information from the installation and sales teams met quality standards resulting in minimal rework• Conducted onsite audits ensuring all work carried out was compliant under the VEET scheme in Vic & IPART in NSW.• Instigated KPI’s, performance based metrics and relevant reporting• Onboarding and training of new operational staff• Established a culture of continuous improvement

• Development of a compliance matrix overseeing all external vendors and auditing of these vendors to ensure compliance to legislation and regulatory requirements• Development of internal quality and compliance programs across a variety of business units • Delivering strategic initiatives resulting in greatly improved customer experiences.• Reviewing of calls & back office transactions to support the segmentation of specific processes and people.• Working in conjunction with the analysis team to identify process improvement opportunities & drive a continuous improvement culture.

• Implemented a complaints database allowing complaint trends to be acted on before they became major issues that affected a broader segment of AGL’s customers.• Oversaw the design of call guides & training for specialists• Managing a team of nine Sales and Service specialists• Coaching and mentoring of specialists across all states• Reporting compilation & analysis• Recruitment and training of staff

• Managed and monitored performance against contractual and operational targets.• Service level and queue management• Emergency contact for external agencies• Responsible for coaching, and motivation of teams• Facilitated agent workshops, training and the development of KPI’s• Participated in all levels of recruitment