An experienced Director and one of Australia’s leading customer engagement specialists, I have demonstrated success in effective Collections & Vulnerability training and have worked at best practice level with government (federal, state and local), utilities, telco and commercial clients. I am committed to effective collections training which by its very nature, can be a sensitive and often emotionally charged conversation. Through this, and extensive studying of the psychology of successful collections conversations, I have developed the eMatrix business to help organisations build capabilities in a range of specialised areas from Collections and Vulnerability through to Leadership and Resilience. I help organisations find the right balance between the commercial outcomes they seek and the social needs of their customer.Areas of Specialisation:- Training & Coaching (Specialising in Collections, Customer Engagement, Financial Difficulty & Vulnerable Customers, Family Violence, Leadership, Resilience, Professional Development)- Consultancy- Diagnostic Reviews & Recommendations/Policy Review & Assistance- Quality Framework Development & Call Quality Outsourcing- Collector Behavioural Profiling – Assess key traits for people suited to specialist teams- Sustainability Programs (Targeted refresher training/Train the Trainer/Toolkits/Online learning portals/Interactive knowledge databases)- Speaking/Presenting – at conferences, regulatory workshops, industry forums and corporate events.Skills:- Ability to effectively engage and educate across all levels of an organisation- Effectively apply and teach psychologies behind successful customer interactions- Strong leadership skills- Effective motivator- Successful professional development mentor/coach- Creative approach to developing online learning solutions- Experienced DISC Behavioural Profiler- Engaging, entertaining and sought-after speaker