Swivelpole manufactures and supplies patented innovative access solution infrastructure for brownfield and greenfield sites across Mining, Oil, Gas, Transport, Government, Retail, and other industries. My role is to build, lead, develop and strategically grow the sales and service team to match the global expansion of the company, and to manage and develop business development professionals. Build and then manage the performance of Customer Experience and Sales team and coordinate their development and employment. Build and then manage the performance of Business Development Managers and coordinate their development and employment. Strengthen relationships within the company, including Manufacturing, Dispatch and Business Development. Redesign and reposition Sales and Service and implement strategies and infrastructure to effectively manage a global client base, including linguistic, cultural, and geographic readiness. Champion the Swivelpole brand. Manage and streamline the use of systems that best support the Sales and Service team. Manage relationships with third party vendors and suppliers of critical infrastructure. Identify, deploy, and manage resources in highly volatile market environments.  Develop and implement market strategies. Manage continuous improvement. Key account management Co-ordination and management of projects Maintaining compliance and reporting Change management Provide strategic advice  Support agents based in North America and AsiaKey achievements:  Increased client satisfaction during my tenure. Streamlined internal processes Developed and managed project administration role Implemented, managed and developed rotating shift roster to service global customer base.

My role was to lead the Depository Services team, promote the Perth Mint, and engage with Perth Mint employees in broader organisational infrastructure planning.  Oversee daily operations of The Perth Mint Depository’s client care team. Manage the performance of Depository team and coordinate their development and employment. Identify new agents and manage the development, compliance, and support of the existing network of global depository distributors. Ensure the overall delivery and quality of The Perth Mint Depository’s offerings to customers. Complaint management and resolution. Report key results and participate in strategic planning and development. Negotiate business agreements while maintaining relationships with stakeholders. Profit and loss awareness and financial management. Engage and participate in marketing strategies for The Perth Mint Depository. Oversee audits and other Risk and Compliance functions as related to the Depository. Manage contracts and agreements of agents and third-party vendors. Manage relationships with third party vendors and suppliers of critical depository infrastructure. Identify, deploy, and manage resources in highly volatile market environments.  Manage continuous improvement.Key achievements:  Increased Depository client satisfaction during my tenure. Increased profitability of Depository. Prepared proposals and secured funding of new projects, and subsequent management of these initiatives moving forward (including phone system and online platform). Found, developed, and maintained new products and markets in Europe, North America, and The Middle East. Effectively managed a geographically dispersed and culturally diverse global client base through regular visitation program and then following COVID restrictions, through digital platforms to maintain contact and support.  Efficient management of a budget of $2M to $8M depending on potential infrastructure investment expenditure.

This new role was created following the Global Financial Crisis (GFC) which led to extreme stress and destabilisation of global financial markets and banking systems. Consumer demand for precious metals escalated and I was appointed to forge a team of 8 full time employees and another eight casual workers to develop their skills and knowledge sufficiently so they could operate effectively in a high performing multi-contact call centre environment. This role continued to change over the years due to shifting local and global trends which required transformational leadership skills to adapt to a fast-paced, continually evolving landscape. Lead a team of Depository staff and oversee the workflow. Develop, coach and lead client care team with aim to exceed client expectations. Resource planning design and maintenance of an effective organisational structure for Depository Services. Responsible for the annual budget and profit of the Depository business. Approvals of purchases as per the Prudential Policy. Manage international network agents, understand their needs, and provide appropriate services and support them. Review and act on audit findings. Manage a program of constant process improvement.Key achievements:• Created procedures to comply with AUSTRAC regulations and ensure ethical trading practices.• Successful oversight and management of several office refurbishments across TPM over a 4-year period.• Lobbied for and managed the procurement and implementation of a new telecommunications system for TPM.• Developed a very loyal, competent team that was regularly praised for providing outstanding customer service. The Depository was seen as the preferred workplace of choice for staff and there was high competition to gain a position.

On taking up the role, I had accountability for 2 separate teams consisting of 3 Retail staff responsible for phone/internet sales, and the Commercial team of 7 Account Managers whose portfolios included key stakeholders such as multiple Global Financial Institutions seeking to invest in this multibillion precious metals industry. I scanned the corporate landscape and made strategic changes to the existing structure to generate efficiencies and maximise team productivity so we could deliver outstanding customer service and maintain the reputation of TMP.Key achievements: • Created templates for team members to provide timely information to customers on a range of common issues including TMP subscriptions, freight & postage costs.• Introduced a complaint management mechanism for staff and trained them in process/workflow to escalate more complex issues and deliver enhanced service. • Strengthened international relations with key global stakeholders to support partnership arrangements and ensure contractual obligations were fulfilled. • Forged professional relationships with key internal business departments (Security, Finance, IT, Manufacturing and Sales) encouraging a holistic approach which created synergies across the business and a more collegiate culture.• Gained promotion to Manager Depository due to excellent business acumen and exceptional performance.

Mallesons was an international law firm and one of the top tier law firms in Perth. The Mergers and Acquisitions team handled many significant business transactions for top-tiered companies.Responsibilities and Achievements:• Worked closely with paralegals and coordinated their activities relating to document management and retrieval.• Managed information storage and retrieval to support the mergers and acquisition legal team.• Developed and implemented technology solutions for lawyers and clients. • Coordinated storage of confidential and highly sensitive legal documentation.• Prepared reports at the behest of lawyers for the preparation of legal arguments and actions.

Mallesons was an international law firm and one of the top law firms in Perth. The Mergers and Acquisitions team handled many significant business transactions for top-tiered companies.Responsibilities and Achievements:• Worked closely with paralegals and coordinated their activities relating to document management and retrieval.• Managed information storage and retrieval to support the mergers and acquisition legal team.• Developed and implemented technology solutions for lawyers and clients. • Coordinated storage of confidential and highly sensitive legal documentation.• Prepared reports at the behest of lawyers for the preparation of legal arguments and actions.

IiNet is one Australia’s largest ISP’s and web service companies. Originally engaged as a customer service professional I was quickly promoted and became a member of the team involved in integration of new businesses.Responsibilities and Achievements:• Went to Tasmania to assess and train customer service employees from one of the businesses acquired by IiNet.• Worked as a member of the busines transition team on company acquisition projects.• Assessed the capability of customer service staff and measured their performance. • Attained fast track promotions through a series of increasingly responsible positions. • Developed and increased productivity of worst performing teams. • Implemented customer service strategies to ensure targets were met. • Developed training programmes. • Advanced contact for dispute resolution.