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Southern Cross care is an Aged Care Service Provider offering a range of services including Retirement Living, Community Support, Rehabilitation, Respite and Residential Care. My role at Southern Cross Care was to assist in the creation and setup of the Customer Connect Centre - a single point of contact centre for Southern Cross Care Customers to access information regarding their suite of services.

Embertec is a leader in developing and commercialising energy efficiency products to help households and businesses save energy, money and importantly to reduce Australia's carbon footprint. As Customer Manager, I was responsible for the development and management of customers, customer service, training and the Embertec Customer Care centre.

As part of the senior management team Hearing Life, I was responsible for the management of the non-clinical areas of the business. These include all customer service, operations, property, finance and administration tasks. I was responsible for the design and implementation of branch operations and customer service processes and procedures. After starting at Hearing Life, I also took on the project management of opening or relocating branches as well as the writing of all branch processes into a Branch Operation and Training Manual. My team consisted of an Administration Support Officer and 5 state based Customer Services Managers who managed approximately 80 Customer Service staff between them.

As Customer Services Manager, I was responsible for the running and management of 3 teams of 20+ people – Sales, Warranty and Despatch as well as Customer Relationship Management and Complaint Management. The Despatch team was responsible for the configuration of the Team Poly trucks and well as the deliveries. This configuration process determines what products are manufactured as well as delivered. In addition I was responsible for the management of customer accounts and credit processing, customer stock holdings. In 2007 Team Poly asked me to move to a newly created position of Customer Relations Manager. As Customer Relations Manager, I was responsible for the management and support of Team Poly’s multi-million dollar customers/agents. I provide a single point of contact for these companies for sales, accounts, scheduling, distribution and management. I was also responsible for generating all Sales & Marketing reports for the Hills Board and managing the State Account Managers.

Reporting to the Managing Director, I was responsible for the management of the companies Services group consisting of 10 engineers. I was also responsible for Customer Relationship Management and Sales Support. As part of this role, I was responsible for all Services including Project Management, Pre-sales, Design, Professional Services, Consulting and technical Break/Fix services. I was also responsible for the P+L and growing the services revenue. I performed a variety of work in the marketing area, including website design as well as organising seminars and corporate events.

Reporting to the Vice President, Global Services APAC, plan, supervise and coordinate all services sales for Avaya Customers in South Pacific. It was my responsibility to design service levels to meet customer requirements, write scope of works to clearly define the service deliverables, pricing and contractual negotiations. Manage a team of associates to deliver service administration and contract renewals for South Pacific. Establish and maintain a mutually beneficial relationship with 150 multinational customers. Design new service offers including multi-national agreements.

Reporting to the General Manager, plan, supervise and coordinate alltechnical support for Avaya Customers. Manage a team of 5 engineers and 6 outsourced companies to deliver service withinspecific Service Levels Australia wide. Manage the maintenance budget and the spareparts inventory. Design new service offers including multi-nationalagreements.