Lead team of 25+ Fundraising Sales agents across Australia and New Zealand's biggest Charities to achieve daily sales targets through coaching, training & development.Worked with Senior Management to implement HR best practices, Team Leader training & development and recruitment department with interviews, training and on-boarding. Key Achievements:Implemented employee recognition programs and awardsCreated and implemented HR Policies & Procedures (CoD, CCD etc.)Spearheaded & Implemented Team Leader training in HR proceduresBroke 6 target records

Relocated to Newcastle office to take up the position of Operations Manager, which lead Newcastle Contact Centre, I.T & Infrastructure and Support Services, this included being the only licensed commercial agent in Newcastle dual offices. Worked closely Senior Management and HR to turn the operational site around from a loss to a profit centre inside 3 months, along with improving staff satisfaction and attendance. During this time, worked with each of the 6 Team Leaders to embed policies, procedures and cultural shifts across the contact centre to coach and invest in staff to develop skillsets to deliver KPIs. Accountable for strategic targets, budget setting, P&L, Compliance, legal targets, HR & IT. Key Achievements:Successfully lead Contact Centre from 7th to 3rd in revenueIncreased productivity by 30%Increased new money per head by an average $2500

Leading new CX initiative which was designed to remove the stigma around collections and introduce a new customer first approach of first call resolutions, non legal or up front payment outcomes. As the concept and approach was different to the previous 20yr setup, this required extensive compliance and hardship training and daily pipeline planning. This allowed for greater insight and knowledge into the alternate side of collections and hardship sectors including working closely with subsidiaries offering finance and agreements. Key Achievements:Successfully lead new company initiativeAchieved 3 out of 4 targets

Collaborating with state based Operations Managers, I.T, Data Analysts, CIO, COO and Head of Strategy to develop, implement and maintain targeted campaign builds and dialler strategies daily for Customer Service Operators in each state based sites to reach their respective monthly budgets. The role consisted of analysing data and running reports through both SAP and SAS, creating campaigns through internal CRMs, working closely with internal stakeholders, implementing strategies for revenue and setting targets. The strategies included short to long-term and interdepartmental strategies. Due to the success of the role, was requested to spearhead both Contingent and Commercial recovery departmental strategies which was adopted and was still being used until my departure from CLH.Key Achievements:Implementing state based strategies which averaged 40% growthSuccessfully developed and implemented Performance strategies for other business units.Decreased Date since last action to less than 30 days (Excess of Million active accounts)Significant increase to new revenue monthly since role commencement

Empowered a team of up to 16 Customer Service Officers to achieve their daily, weekly and monthly goals through adopting industry best practice Leadership training; delivered through coaching, mentoring, upskilling and culture building. Through hands-on leadership, we managed to rebuild the team from the ground up and create a culture that was unrivaled amongst the calling site and departments. This lead to consistent back to back targets, high morale and a committed workforce with low attrition, low absenteeism and an engaged workforce. Aside from daily responsibilities of quality assurance, coaching, reporting and setting targets, also took over the Motor Finance portfolio which allowed for deeper industry knowledge, legislation and compliance training which saw owning the entire company motor portfolio, from Repossession to Auction and withing closely with Auction yards, Legal & Compliance Teams and Law enforcement. Key Achievements:Successfully coached and upskilled 5 staff into non-calling rolesContinually achieving over 90% staff satisfaction survey from month 49 Team Target winning streakOver 80% Target success

Started in Melbourne office Jan 2007 to late 2008, before relocating back to Brisbane, QLD. Commenced working on a portfolio of aged accounts, which involved high levels of advanced skip tracing for customer location, phone negotiation, motor vehicle repossessions, legal and hardship referrals in order to meet set monthly KPis. After successfully completing 6-months in the role, i was placed as 2IC to the Team Leader and responsible for training new staff, coaching existing staff, interviews and conducting regular performance reviews. After relocating to Brisbane in late 2008, continued 2IC position which included coaching, developing and mentoring a joint Team venture with new employees for their initial 3-month probationary period. Whilst working closely with management and Recruitment & Training departments, commenced Motor Finance training and assisted another Team Leader in developing processes, team training and commencement of repossessions in collaboration with Legal recoveries, external agencies, including both Federal & local Police and Auction yards. Under went extensive legal, compliance and legislation training along with successfully completing Cert III in Financial Services.Presented with an opportunity in August 2011 for a Team Leader role. Key Achievements:One of 8 staff initially introduced into the "Eagle Team", team of best agents from around the company to collect new revenue onlyIntroducing cultural, reward and recognition initiativesRanked 2nd highest collector nationally11 Month target streakSuccessfully lead and mentored staff on-boarding and upskillingEmployee of the month Twice