AnchorHealth is a NY industry leader in providing healthcare in the comfort of your own home.As the Director of Customer Experience, I’ve focused on transforming our customer service to deliver exceptional care for our patients. Key achievements include:• Team Leadership and Management: Leading a department of 40+ employees, I reduced our offshore headcount while almost doubling their output through process changes and better integration with the wider organization. Hired team members based on energy and vision, helping achieve some of the lowest turnover rates in the process (welcome to the 'Game of Phones!').• Creating and Refining CX Processes: By streamlining our processes and creating a mix of local and offshore Customer Service teams (think L1 and L2 support), we brought down our average handle times from ~7 minutes to 4 minutes, cut the number of missed customer calls by almost 50%, all amidst increasing business growth (approximately 25k to 50k monthly inbound calls in the past 12 months).• Cost Reduction: We literally halved the monthly bill for offshore customer service through optimizing our processes and reducing the headcount while achieving significantly increased efficiency and FCR (first call resolution). Everybody benefits from fewer departmental transfers and phone hot potato!• Multilingual Team Development: Built a diverse local team offering services in multiple additional languages, including Spanish, French, Creole, Russian, and Uzbek. I feel this team reflects NY's diversity to a tee, and it's my biggest pleasure working with such an amazing cultural melting pot.• Low Turnover and Employee Growth: Achieved some of the lowest turnover rates in the company by fostering a supportive environment. Many team members have successfully transitioned to other departments and gone on to achieve success!To learn more about our services: https://www.anchorhc.org/

At Cognisculpt, we empower individuals to unleash their true potential and live a fulfilling life.I started this project because I am passionate about helping others discover a zest for living, and rediscover what really matters to them.Learn more at: https://cognisculpt.com

Worked on a web app and dashboard designed to match prospective small business borrowers and lenders via machine-learning processes.I spearheaded the experience design of the MVP, led daily stand-ups and Scrum ceremonies, conducted technical demo's, and participated in client engagements.

National Australia Bank is one of the 'Big Four' banks in Australia, and one of the largest banks in the Asia-Pacific region. Initially joining as an Associate Cloud Engineer, I worked as a developer on NAB's Open Banking project, contributing to API development in line with CDR government legislation towards safe and secure data sharing, which you can read more about here: https://consumerdatastandardsaustralia.github.io/

Tigerspike (now Concentrix Catalyst) is the experience design and engineering arm of Concentrix, a global solutions company that combines human-centered design, powerful data, and strong tech to accelerate CX transformation at scale.Working as a TechOps Engineer on the Global Operations team, we collaborated with Developers in Tigerspike offices globally, to help create and manage CI/CD pipelines for our clients and projects, as well as supporting and managing the organisations infrastructure.Responsibilities included:• Support engineer for clients globally 24x7 as part of a PagerDuty support roster, first point of contact.• Coordinated and managed delivery and support teams for Tigerspike clients and projects globally• Liaising with release teams, managed and facilitated production changes• Managing build deployments, building CI/CD pipelines for Tigerspike clients• Linux Server Administration, Windows Server Admin 2008/2012• JAMF MDM MacOS scripting and admin• Proficient in AWS tooling, New Relic/Cloudwatch monitoring etc, certified AWS Cloud Practitioner• Managing, coordinating and implementing ongoing TS infrastructure upgrades and systems security compliance changes, as part of an ISO 27001 information security standards project.

Tigerspike (now Concentrix Catalyst) is the experience design and engineering arm of Concentrix, a global solutions company that combines human-centered design, powerful data, and strong tech to accelerate CX transformation at scale.• Strong interpersonal skills and stakeholder management through supporting customers and clients• Coordinated and managed delivery and support teams for Tigerspike clients in Melbourne• 2nd and 3rd level of support across multiple offices, domestic and globally• Facilitated employee onboarding and off-boarding in the local office• Responding to support tickets and requests in a timely manner, working within SLA's.• JAMF policy scripting and MDM administration• JIRA, Confluence and G-Suite administrator• Active Directory, Group Policy, DNS, DHCP, and DFS setup, maintenance, decommissioning

Centre Com is one of the largest IT hardware retail chains in Australia, and a premier IT-enabled services provider (MSP) catering to general public, businesses and educational institutions.Working as a Sales Consultant, my responsibilities included managing and advising sales for a large number of corporate, educational and B2B accounts, with responsibilities including:• Possessing strong interpersonal skills, and the ability to make technical jargon both relatable and understandable for our clients• Leading client engagements, technical analysis to identify client's needs, and working with them to tailor solutions.• Coordinating support and delivery resources and teams• Maintaining high levels of technical knowledge across a wide gamut of Centre Com services and products.• Consistently met and exceeded sales KPI's and targets• Recipient of numerous 'Customer Service Excellence' awards.