• Led the growth and development of a national team of Customer Care Managers, enhancing service delivery for strategic, complex customers through mentorship programs and structured career development pathways.• Improved culture and engagement within the Customer Care team, achieving a 30% reduction in attrition through targeted initiatives that boosted employee satisfaction and retention.• Enhanced customer experience metrics, achieving notable improvements in NPS and CSAT by leading… Show more • Led the growth and development of a national team of Customer Care Managers, enhancing service delivery for strategic, complex customers through mentorship programs and structured career development pathways.• Improved culture and engagement within the Customer Care team, achieving a 30% reduction in attrition through targeted initiatives that boosted employee satisfaction and retention.• Enhanced customer experience metrics, achieving notable improvements in NPS and CSAT by leading cross-functional collaborations to align service delivery with sales targets and customer expectations.• Optimised cost-efficiency by streamlining processes and resource allocation, achieving the lowest service cost while supporting accelerated sales growth.• Developed and maintained joint customer plans, fostering strategic partnerships, and conducting regular business reviews to ensure alignment with customer needs and drive mutual success.• Established and monitored robust service KPIs, swiftly implementing corrective actions to maintain consistent service excellence and meet performance targets. Show less

• Directed national Customer Care teams within the Mega Mining channel, developing and executing a growth strategy aligned with organisational goals and long-term objectives.• Enhanced customer experience through targeted initiatives, ensuring seamless service delivery, meeting sales targets, and upholding operational excellence within the Mega Mining vertical.• Spearheaded process improvements across customer care operations, driving efficiency and elevating NPS and overall customer… Show more • Directed national Customer Care teams within the Mega Mining channel, developing and executing a growth strategy aligned with organisational goals and long-term objectives.• Enhanced customer experience through targeted initiatives, ensuring seamless service delivery, meeting sales targets, and upholding operational excellence within the Mega Mining vertical.• Spearheaded process improvements across customer care operations, driving efficiency and elevating NPS and overall customer satisfaction.• Managed operating costs effectively, maintaining a cost of doing business in line with company standards at 22% while prioritising service excellence and customer engagement Show less

• Led Customer Service, Administration, Case Management, and New Package teams across Adelaide and Melbourne, managing 100 FTEs and ensuring SLA compliance.• Implemented process improvements to streamline workflows, consistently enhancing service delivery and achieving key performance metrics.• Mentored and developed team leaders and direct reports, fostering a collaborative and high-performing environment that supported professional growth and skill enhancement.• Optimised staffing… Show more • Led Customer Service, Administration, Case Management, and New Package teams across Adelaide and Melbourne, managing 100 FTEs and ensuring SLA compliance.• Implemented process improvements to streamline workflows, consistently enhancing service delivery and achieving key performance metrics.• Mentored and developed team leaders and direct reports, fostering a collaborative and high-performing environment that supported professional growth and skill enhancement.• Optimised staffing levels and resource allocation to balance workload distribution, increasing the grade of service by 5% while maintaining team performance.• Championed continuous improvement initiatives, including introducing a call-back option in IVR systems, aligning with industry trends, and enhancing customer experience.• Managed key vendor relationships, including telephony providers, negotiating contracts, and maintaining strong partnerships to support customer service operations. Show less

• Led the business transformation of Customer Service/Inside Sales, consolidating operations from 66 locations to three main hubs in Sydney, Perth, and Mackay, streamlining processes and improving service efficiency.• Optimised call routing for key customers, achieving a 10% increase in service levels and enhancing customer experience.• Led virtual customer-specialised teams to meet operational KPIs, ensuring consistent top-tier service delivery nationwide.• Coached and mentored… Show more • Led the business transformation of Customer Service/Inside Sales, consolidating operations from 66 locations to three main hubs in Sydney, Perth, and Mackay, streamlining processes and improving service efficiency.• Optimised call routing for key customers, achieving a 10% increase in service levels and enhancing customer experience.• Led virtual customer-specialised teams to meet operational KPIs, ensuring consistent top-tier service delivery nationwide.• Coached and mentored Customer Service Managers and Team Leaders, driving performance improvements and process efficiencies.• Conducted service improvement workshops with stakeholders, adapting service models to meet customer needs better and boosting customer service metrics by 10%.• Enhanced service levels by 10% and secured $10 million in new business through a strategic clothing contract, contributing to significant revenue growth. Show less

• Managed customer service operations within the Blackwoods region, driving strategic planning and implementing efficient service delivery models.• Consistently exceeded customer service KPIs, delivering exceptional service quality across multiple states.• Led and coached a team of Customer Service leaders, fostering a positive culture of change and operational excellence.• Managed teams through organisational changes, promoting best practices and driving continuous service… Show more • Managed customer service operations within the Blackwoods region, driving strategic planning and implementing efficient service delivery models.• Consistently exceeded customer service KPIs, delivering exceptional service quality across multiple states.• Led and coached a team of Customer Service leaders, fostering a positive culture of change and operational excellence.• Managed teams through organisational changes, promoting best practices and driving continuous service improvements. Show less

• Overall branch P&L responsibility of $50m combined Adelaide & Roxby Downs• Led, coached and managed the Branch Manager based in Roxby Downs responsible for a P&L of $15m• Led, coached and managed a team of Customer Care and Warehouse leaders • Implemented strategic plan to improve branch sales and surpass EBIT budget • Achieved an all injuries result target of zero • Managed inventory levels below target of $11m