Responsible for leading / overseeing the planning, development and implementation of contact centre initiatives that align to our vision 'to be recognized as one of the world’s great customer contact centres'.Built further capability in our Bank of Melbourne and BankSA branded contact centres as part of our ‘local strategy’ and implemented a new call steering application (Bank of Melbourne).Worked with senior leadership to create and submit presentations for the Contact Centre… Show more Responsible for leading / overseeing the planning, development and implementation of contact centre initiatives that align to our vision 'to be recognized as one of the world’s great customer contact centres'.Built further capability in our Bank of Melbourne and BankSA branded contact centres as part of our ‘local strategy’ and implemented a new call steering application (Bank of Melbourne).Worked with senior leadership to create and submit presentations for the Contact Centre World Awards (2010, 2011 and 2013). Worked as part of the optimization program delivery team tasked to scope and implement our 2017 strategies, as well as with our sales effectiveness / optimisation team conducting a frontline scorecard review. Show less

A varied role accountable for recruitment, training and knowledge management for the national Customer Contact Centre (approximately 2000 employees for the Westpac, St.George, Bank of Melbourne and BankSA brands). Leading a team of trainers, knowledge owners and resource consultants working with our service delivery, forecasting and human resource teams to plan, lead and manage all resource requirements within FTE budget, including the co-ordination of all contact centre training… Show more A varied role accountable for recruitment, training and knowledge management for the national Customer Contact Centre (approximately 2000 employees for the Westpac, St.George, Bank of Melbourne and BankSA brands). Leading a team of trainers, knowledge owners and resource consultants working with our service delivery, forecasting and human resource teams to plan, lead and manage all resource requirements within FTE budget, including the co-ordination of all contact centre training. Within six months, generated alignment across all contact centre learning programs and created an automated training evaluation feedback process. Also established our current resourcing operating rhythm ensuring synergy of all approval, training and recruitment processes and organized / launched our first career expo to engage frontline staff and encourage career development. Show less

Sydney-based creative agency, specialising in visual communication and supporting clients to deliver their story through the use of various design mediums, such as graphic design, videography, photography, illustrations, and so much more.​With a strong background in business operations, project, communications, and change management, coupled with our passion for compelling visual story-telling; our services are tailored (but not limited to) helping clients to prosper and grow. We aim to… Show more Sydney-based creative agency, specialising in visual communication and supporting clients to deliver their story through the use of various design mediums, such as graphic design, videography, photography, illustrations, and so much more.​With a strong background in business operations, project, communications, and change management, coupled with our passion for compelling visual story-telling; our services are tailored (but not limited to) helping clients to prosper and grow. We aim to bring your dreams to life through visual design. We create ideas that are driven by sound strategy, implemented by beautiful design, and validated by return on investment.​At Nk+co, we think. design. create. Show less

Responsible for all change activities and communication strategy for the national Customer Contact Centre business (approximately 1000 employees for the St.George, Bank of Melbourne and BankSA brands). Evolving from the Campaign Manager role, key focus expanded to also include internal communication of all business strategy and change initiatives, rolling out customer-facing brand initiatives, issues/crisis management, launch and maintain new internal branding, as well as leading a team… Show more Responsible for all change activities and communication strategy for the national Customer Contact Centre business (approximately 1000 employees for the St.George, Bank of Melbourne and BankSA brands). Evolving from the Campaign Manager role, key focus expanded to also include internal communication of all business strategy and change initiatives, rolling out customer-facing brand initiatives, issues/crisis management, launch and maintain new internal branding, as well as leading a team that delivers and drives engagement initiatives to create positive staff experiences.Between January 2011 – August 2011, responsibility included contact centre project lead as part of the relaunch of the Bank of Melbourne brand, tasked to establish the local contact centre based in Melbourne as part of the brand’s ‘truly local’ strategy. Also worked as part of the pilot team, responsible for testing the bank’s systems and processes prior to launch, ensuring launch readiness for our contact centre staff. Show less

A diverse role with a clear focus on creating and implementing incentive campaigns and marketing communication strategies aligned to business objectives. Supporting all sales and lead referral functions within the business to create successful internal communication, brand identity ownership, marketing and product awareness offerings, as well as drive uplifts in sales effectiveness and business performance.

Responsible for recruiting, training and leading our Retention team (35 FTE), in charge of retaining and expanding home loan, credit card, personal lending and deposit retail customers.Created and establish retention reporting, driving product retention rates of approximately 82% (home loans), 58% (personal lending) and 38% (credit cards) of total opportunities.

Responsible for leading our Gold Service team (20 FTE), in charge of servicing our premium customers in strengthening their relationship with our brands.

Promoted from Service Representative (2IC) within two years of joining the company. Responsible for leading an outbound sales and service team (15 FTE), in charge of direct sales, campaign / marketing activity and managing a high performing sales team.