In my current position at Optus Enterprise, I orchestrated end-to-end research projects that span from initial partner engagement and proposal drafting to project initiation. This ensures that we meet the expected investment case benefits promised to our stakeholders. I've built a collaborative environment between Universities and Optus Enterprise sectors, ensuring robust stakeholder engagement and mutually beneficial partnerships.I've implemented stringent governance protocols across all partnerships to ensure compliance and shared benefits. Additionally, I've pioneered engagement with Optus Consumer team to provide benefits to the Universities stakeholders.Key Accomplishments:Significantly elevated stakeholder satisfaction by initiating and nurturing mutually beneficial partnerships between Optus Enterprise and key Universities, which translated into more effective research projects and shared benefits.Successfully boosted awareness and perception of our research and partnership activities through collaborative media strategy.Key contributor to the initiation of activities for Healthy Connections By Curtin, Pilbara Health Challenge.Representing and supported Optus contributions and participation in the Trailblazer, Critical Minerals program.Supported awarding of scholarshipsServed as a committee member to the Diversity and Inclusion Network, focusing on fostering and inclusive workplace for all employees.Engaged as a member of the Queensland Corporate Social Responsibility Committee, with a focus on community betterment.Took an active role in the Optus Christmas Appeal Committee, aiming to uplift the spirits of the community during the holiday season.

In this capacity at Optus Enterprise, I was responsible for cultivating a high-performing Service Management Team, committed to achieving strategic business goals. I strengthened cross-divisional collaboration to meet customer objectives, bolstering our position in a competitive marketplace. Supporting my team, I managed customer escalations diligently, ensuring timely resolutions to maintain a high level of customer satisfaction. I hosted regular client touchpoints to discuss performance metrics and collect invaluable insights. In partnership with the sales and product teams, I contributed to compelling responses to RFP's.I maintained a strong channel of communication with internal and global executives to guide the company forward toward favorable business outcomes. Additionally, I had direct oversight of our client delivery operations for our Strategic Accounts in Queensland, leading a team of eight personnel and implementing people management frameworks to foster growth and improve performance metrics.Key Accomplishments:Consistently achieved operational milestones, reflecting a robust track record in high performance and excellence in service delivery.Retention of key staff even during turbulent market conditions, thereby safeguarding operational stabilitySucceeded in enhancing customer satisfaction and revenue potential by building strong relationships at both senior and operational levels with internal and external stakeholders.Maintained optimal performance metrics from third-party vendors by ensuring strict compliance and quality assurance procedures.Elevated customer satisfaction levels by adopting a proactive approach, thereby increasing customer loyalty and boosting our market position.Engaged as a member of the Queensland CSR Committee, with a focus on community betterment.Took and active role in the Optus Christmas Appeal Committee and volunteered to answer calls for the Telethon supporting flood relief.

In this leadership role at Infoview Technologies, I had a wide-ranging set of responsibilities. As the Head of Operations, I coordinated closely with the Managing Director to manage and allocate the divisional budget. I was responsible for the HR functions for my direct reports, overseeing their recruitment, evaluation and professional development.I lead a 10 person team with the overarching aim of achieving and surpassing, organisational goals. My focus extended to long term strategic planning designed to ensure sustainable growth. To reach annual growth targets, I worked hand in hand with the Sales and Marketing departments. I was responsible for nurturing important strategic relationships with existing and potential clients, while also focusing on the creation of new product offerings, specifically in the area of provisioning management.Key Accomplishments:Undertook a comprehensive overhaul of internal systems, processes and policies, significantly revitalising operational efficiencies, enhancing informatioin flow, and management planning.Successfully navigated the business through ISO27001 accreditation with zero non-compliance issues, reinforcing the integrity of our operations.Achieved year-over-year growth targets for three years, due in large part to the effective alignment with the Sales and Marketing team.Enhanced operational agility and product support capabilities via the successful deployment of a customised ServiceNow instance, thereby increasing the efficiency of both internal and client facing processes.

As a customer Delivery Manager at Macquarie Telecom Group, my role was multi-faceted and centered around portfolio management, stakeholder relationships and service delivery. I worked closely with the Account Executive team to forge strong relationships with external stakeholders, which played a critical role in growing and optimising our portfolio. My collaboration with the Sales and Account Management teams was instrumental in boosting the Qld business revenue from $11m to $20m annually. I also established fruitful relations with internal stakeholders, including the Executive group.I was responsible for execution of Cloud and Data Centre solutions for key accounts like QPAC, EB Games, and John Wiley Publishing. In addition, I led Service Assurance protocols, monitored SLA's and engaged in incident/problem management. I was pivotal in integrating new Macquarie Telecom tools and offerings into existing customer architecture and carried out comprehensive client performance reviews.Key Accomplishments:Successfully managed high-value projects, thereby solidifying the organisations reputation for reliable and efficient service delivery.Consistently maintained a portfolio Net Promoter Score that exceeded 60+ points (avg), indicating a high level of customer satisfaction and increased loyalty.Actively participated in the development of the online toolset to provide customer with end-to-end management and visibility of all product sets.Achieved 100% utilisatioin of all management tools across portfolio.My additional experience as:Corporate Account Manager - Macquarie | Client Service Specialist - Macquarie | Business Operation Manager - Macquarie | Commercial/Telephone Account Manager - Macquarie | Assistant Account Manager - Macquarie | Business Development Manager - Hutchison Telecom | Business Development Manager - Corptel | Billing Services Analyst - Pacstar/Sunnet | Office Junior - Brims Timbers