An energetic, agile coach and leader with 15 years Customer Service and Contact Centre Experience leading teams of 300 FTE across multiple locations making good teams great. A change agent with experience in delivering strategic and cultural change. A governance and financial manager for budgets $2m+ in a large corporate. A strong advocate and mentor for diversity in business having led the revival of Women in Westpac.KEY SKILLS & RECENT ACHIEVEMENTSCustomer Experience: Protected the brand and reputation of the organisation, no customer disputes investigated by the team reported in the press. Led major initiative to improve the customer complaint journey with potential to increase revenue $1m+.Leadership: Leader of teams up to 300 FTE across 3 locations. 10% improvement in staff satisfaction and -5% attrition. Mentor for diversity groups. Contributed directly to Union Negotiations, Telco RFP's, Channel optimisation.Communication/Influence: Banking Ombudsmen and Privacy Commissioner relationship owner. Advised CEO and senior leaders. Lifted sales 300%. Provided reporting suite enabling changes to process/policy lifting NPS 1-2 points. Change Management: Opened 3rd site, delivered Virtual Agent application and Home-Based Agent policies. Led process review resulting in saving of 10FTE. Developed/implemented Complaints Management System and led major transition of Telco without business disruption. Strategy: Established complaints management system and comprehensive reporting suite. resulting in numerous changes that improved customer experiences that aligned to a lift in NPS 1-2 points. Contributed to organisational strategies including Union Negotiations, Telco RFP, Channel optimisation. Problem Resolution: .95% of Banking Ombudsman disputes found for the bank reducing costs by 20%. through recommending alternative solutions.Governance: Responsible for establishing, monitoring and assessment of risk plans within an extensive regulatory environment.