Lead and managed Team Leaders, Operations Support Officer, Quality Assurance Team, Performance Optimization Lead and L&D Lead in the customer service teaminbound/outbound of 88 FTE’s, whilst overseeing strict adherence to policies,procedures, code of conduct and governing principles.Led a team of IT, software developers, business analysts, Team Leaders and UAT, whilst overseeing the performance and delivery of the Operation team. Oversee collaborations as technology delivery business partner Suncorp, Trades and Procurement in the implementation of the new Sales Force platform.Project Lead of the Amazon Connect Telephony Project ensuring effective testing performed and ensuring communications plans are created, logistics for communications planned and training materials/programs developed.

Lead the Service Delivery Teams with a capacity of 85 FTE’s across inbound / outbound, data processing and results matching for the contract. Managed the centre to be efficient, cost effective, a safe and healthy work environment withinWHS regulations, and ensured governance and process compliance.

Lead and managed the operational and quality service delivery of the centre with a capacity of 410 FTE’s across multiple sites for a large Federal government contract including overseeing KPIs, Quality, Escalations, Customer Satisfaction, AHT, First Call resolution results and conduct compliance.Managed all aspects of the centre to be efficient, cost effective and provide a safe and healthy work environment in line with WHS regulations, and ensured governance and process compliance were supported and adhered to.Provided direct one on one coaching and mentoring of up to 18 Team Leaders and support teams,Key accomplishmentsImplemented key projects that result in a reduction in annualized attrition with a significant drop in the year on year and overall attrition rate. Identified and implemented business improvement projects to enhance operational efficiencies, create effective end to end processes and drove efficiency, innovation and continuous improvement of Serco and client processes.Implemented a career succession-planning framework, which saw an increase in overall performance, team morale, reduced attrition and internal promotions, resulting a reduction in recruitment costs.Achieved highest national quality result ever recorded across the contract achieving over 96%, this was a result of many months of developing a highly engaged agent, leadership and quality teams.Recognised for achieving successful roll out of new support mechanisms and launch of multiple pilot campaigns.Key contributor of the project team when launching a brand new site with a capacity of 400 seats.Developed healthy working stakeholder relationships with other members of the operational, quality and support teams across the contract.Implemented employee engagement strategies to ensure teams were consistently effective in their performance and to ensure team morale was positive.Achieved “Workplace Safety Environment” Award.

Accountable for all strategic and operational performance and contractual management matters, “on site” outsourcing during client’s IT transformation including full profit and loss (P&L) accountability, risk assessment and management, performance reporting, staff and account management.Key accomplishmentso Delivered annual EBIT 10% over forecast and a client contract extension that was forecasted to increase total contract revenue by 10% and EBIT by 20%.o Delivered the most calls per hour handled during peak occupancy and throughout clients transition period compared to clients internal teams.o Delivered the leading sales performance while maintaining the highest productivity metrics in the last quarter compared to clients internal teams.o Negotiated additional agent training with the client that resulted in an increase of 5.9% EBIT for fiscal quarter.o Team achieved ‘Global Pulse Award’ nomination (Client and Customer Service Satisfaction metrics).

Global Marketing and Sales Hospitality

Global Inbound and Outbound interactions Contact Centre