Project Lead - Peak Inclusion GrantProject Lead - Enable Grant - Energy Efficiency

Working as part of the Client Services Leadership Team to build Client Engagement Capacity and Profitability. NDIS, Medicare, My Aged Care, DVA, PHI, SDSS.Duties Include:Guide Dogs Queensland SDSS CoordinatorGrant project lead for ILC Peak Inclusion, ILC Social & Community Accessibility Pilot program (Mt Isa)Guide Dogs Queensland Client Services Expo and Events LeadRelationship Management of Low Vision and Allied Health community.Low Vision Clinics

Assisting Guide Dogs Queensland in developing community, corporate and donor relationships in Townsville and across North Queensland.

Responsible for positive Growth of 20 retail sites across Central, Western and Northern Queensland. Training, Coaching and Mentoring a team of 1000 plus volunteers and Staff.Retail Growth - Delivered Year on Year Growth FY14/15 8%, FY15/16 11.5%, FY16/17 12% Taking sales from $1.5 Million to $2.2 Million

Case Management of unemployed, including Stream 1&2 plus disabilities.Coaching, Training and Mentoring to remove barriers and have an improved life outcome.

Appointed to build the performance of retail operations across a business area with an EBIT of $80M+ pa. Heading a 10-member regional leadership team across Queensland and Northern Territory, led operational transformation that shaped new commercial culture and generated double-digit sales growth and the best service results nationally. • Change Leadership: Navigated the region through 2 successful restructures over 3 years, improving efficiency, supporting culture change, and ensuring key talent was retained and changes embraced at the operational level. • Leadership Development: Led change in retail leadership team from ‘key holder’ management practices to proactive leadership and capability development boosting retail workforce morale and lifting target outcomes. Led retail regional team to achieve best customer experience results nationally 3 years in a row.• Operational Systems: Implemented new daily operating systems and sales tools that built operational accountability and performance. • Budgets: Managed multi-million dollar OPEX and asset budgets ensuring effective cost control and monitoring. Coached retail managers in commercial resource management. • Performance: Championed staff performance initiatives across the region and nationally building workforce capability. Delivered key contributions to national yearly performance review program, KPI and behaviours.• Business Development: Partnered with retail centre leadership to identify and secure new business through development of a performance culture. • Retention: Reduced staff turnover in key areas through the development of positive team environments that staff want to be part of. • Marketing: Developed marketing, promotion retailing and merchandising initiatives aimed at growing member retention and customer satisfaction across the regions.

Working closely with Telstra Retail Senior Leadership to up skill Regional Management teams and their staff to achieve desired outcomes.Change Leadership: Leading Telstra’s Retail Teams through operational, sales and product changes.Business Development: Working with individual regional zones investigating new business opportunities and funding LAM opportunities to increase profitability and market share.Mentoring: One on one, face to face coaching with Retail Managers and Assistant Managers to build management capability across all aspects of the business. Training, Coaching, FacilitatingSales floor staff observations and training session on products, services to build capacity and achieve targets. Product of the month launch to all staff face to face, Retail staff inductions both Face to Face and via Webinar.Operational Systems: System Subject Mater Expert for Siebel operating role out across all Telstra Retail TSN and TLS sites. Audit: Quarterly Telstra retail stock and contract compliance audit as per contract. Site Audit of Planogram, Merchandising and floor stock as per contract.

Appointed to manage the external NSW and ACT Service Network, maintained strong relationships with major retailers and coordinated Sydney Metro service.Mentoring: Working closely with them Mobile Technical Team, in the workshop and onsite to improve productivity, service returns and profitability.Service: Work closely with teams to meet service KPI and reduce return service occurrences thus increasing profitability and customer satisfaction results.Sales: Proactively repair and package second products to the NSW sales team. Motivate Service team members to Up / Cross sell to customers in proactive servicing.Stock Management: Manage a large spare parts operation supplying parts to 85 repairers plus customers across NSW/ACT.Productivity: Introduced new approaches to rosters and labour managementLeadership: Leading the State team through operational changes, WH&S Challenges, HR and EA concerns. Managing all customer resolutions including mediation at Department of Fair Trading as required.

Appointed to build the performance of the NSW/ACT Service Network, reduce repair turnaround time, engage new service suppliers in areas of need and rationalise service provider networks where performance was low. Appointed National IT Manager to support National Laptop sales. Products: White Goods, Refrigeration, Brown Goods, Air Conditioning, Mobile Phones, Note books, Small Appliances.Service: Proactive service management of 200 service providers, up skilling of service teams and management to meet repair turnaround expectations and limit spare parts wastage. Moved State Turnaround time from 7.2 days to 3.2 days, which was the best in the nation. Meeting KPI as only territory to supply annual training to service sites across all products.Sales: Proactively Meet with State sales team, building relationships and leadership support with Tender complianceStock Management: Service Centre Audit of spare parts and Warranty compliance. Leadership: NSW Department of fair trading representative, including attending formal mediation and onsite customer visits to resolve disputes.Compliance and Audit: Weekly audit of service site performance including warranty compliance. Service centre visits to review repair compliance. LG service represented to review and assess customers claims onsite were products had failed and third party damage had affected customer, Fires, Flooding.Systems: Managed internal IVR system including all updates and servicing, Administrator rights to National Service System providing support to service providers and internal stakeholders.National IT Manager: Reviewed incumbent National supplier who was not achieving SLA expectations, outsources new National Provider and Facilitated smooth hand over. Organised Technical training team to visit new provider from Korea and tracked providers performance to Meet KPI. This change saw KPI being hit, Repair turnaround time moving from 16 days to targeted 5 days.

Digital TV Project Manager: February 2007 it was discovered that 120000 digital TV’s in customer’s houses had a software fault which caused TV’s to freeze at different intervals when receiving specific signals. Managing a call centre, Website and 400 private contract repairers, including invoicing and negotiations with national TV provided this project was completed within 6 month time frame under $3 Million budget and prevented ACCC involvement.

Colorbond TV is a TV Repair Business plus TV and White Goods Rental Company located in Sydney NSWStarting as business manager in 1994 completed my Electronics Trade (4 Years) in 1999. In 2001 I purchased the company which I ran till Jan 2006.In this role I was responsible for all aspects of running and building the business, staying ahead of new technology trends and meeting customers’ needs as a 24/7 business. Expanding staffing numbers as required as demand required.