Delivering Engage for Amazon Connect - an omnichannel agent desktop to contact centers.

A customer centric individual who is passionate about simple, easy to use technologies which help businesses innovate and optimise customer engagements. Managing the delivery of call centre solutions using Amazon Connect and Twilio Flex.Working closely with Project Managers, Business Analysts and Engineers to deliver solutions which help improve the customer experience and outcomes at a lower cost.

As Product Owner I am responsible for the Product Backlog of our Cloud Based Call Centre solution and work closely with the Development Team to deliver outcomes which best achieve the vision of the company and of our clients. Project managed the delivery of a BI solution utilising Yellowfin as the data visualisation tool to enable Call Centre Managers to better manage service levels, queue calls and KPI’s. As the Release Manager, I am responsible for ensuring releases are delivered on… Show more As Product Owner I am responsible for the Product Backlog of our Cloud Based Call Centre solution and work closely with the Development Team to deliver outcomes which best achieve the vision of the company and of our clients. Project managed the delivery of a BI solution utilising Yellowfin as the data visualisation tool to enable Call Centre Managers to better manage service levels, queue calls and KPI’s. As the Release Manager, I am responsible for ensuring releases are delivered on schedule and to a high quality to clients in Australia and our Channel Partners in Hong Kong, Indonesia and the UK. Show less

As Project Manager I was responsible for project managing and delivering an AWS cloud based Business Intelligence tool to enable enterprise-wide analytics. Pre-built dashboards using Tableau for effective data visualisation that allowed for easy analysis of audit data and meaningful information that can help make informed risk and compliance decisions in the retail arena.As Product Owner I was responsible for managing the Product Backlog and worked closely with the BA’s, the Scrum… Show more As Project Manager I was responsible for project managing and delivering an AWS cloud based Business Intelligence tool to enable enterprise-wide analytics. Pre-built dashboards using Tableau for effective data visualisation that allowed for easy analysis of audit data and meaningful information that can help make informed risk and compliance decisions in the retail arena.As Product Owner I was responsible for managing the Product Backlog and worked closely with the BA’s, the Scrum Master and the Development team to transform user stories into a product features. Show less

Project managed and lead the production and delivery of pensions related products and support services as needed to keep customers satisfied.

In 2008 SBJ was sold to Bluefin (part of AXA UK). I took on the role of Head of IT and Project managed the support of 1200 users and day to day IT management of sites spread across 8 satellite offices in the UK. Delivery of key IT initiatives to drive efficiency through the departments.

Responsible for the management of projects at a strategic level. Reorganised the structure of the Central IT Team to deliver and increase effectiveness

Responsible for developing the relationship with a growing portfolio of blue chip clients. Leading, proposing, presenting and delivering technology and business service solutions to clients seeking integrated Superannuation, Personnel and Payroll solutions.