Since 2002, Xplore has been driving inclusion and equity through career programs, workshops, executive coaching, leadership development, books and events. I am responsible for supporting Xplore through facilitation of programs and delivery of coaching services.

Responsible for supporting development and implementation of the Customer Retail strategy, continuous improvement in the overall customer experience including leading voice of customer program team, marketing function, key account management, marketing automation and enhancing Transurban’s customer rewards offering.

Supporting delivery of key strategic projects and initiatives across Customer Operations including the transition to a new customer management technology platform and leading the transformation to a refreshed customer operating model. Included a strong focus on driving a continuous improvement culture while embedding agile ways of working across our teams.

Responsible for leading the operational activities of the insourced and outsourced Customer Service teams (~600 indirect reports) across the Transurban Group, including the Call Centre, Commercial, Consumer, Toll Notice, Hardship and Customer Resolutions teams. Focussed on developing and implementing a strategic plan for Customer Services with a focus on delivering a high quality service to customers while ensuring high levels of employee engagement.

Responsible for leading CityLink’s onshore service operations including resolutions, contact centre, customer care and a retail centre. Financial responsibility for ~$10 million budget with ~100 team members

Responsible for image processing and court enforcement teams. Delivered team restructure resulting in operational efficiencies, outsourced and offshored part of operations while improving overall quality. Financial responsibility for $8 million budget ~100 indirect reports.

Established first customer facing team for Transurban including recruitment, onboarding and development of business processes to support resolution of customer complaints. Financial responsibility for ~$2 million budget with 14 team members.