Renée Wood Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

As Director of Customer Service at Arts Centre Melbourne, I lead a team of 350+ employees to deliver extraordinary experiences across all customer-facing touch points including Front of House, Box Office, Contact Centre, Hospitality, Functions & Events, Carpark, Stage Door and Guided Tours.

Melbourne, Victoria, Australia

Volunteering Operations at Red Cross exists to improve systems, processes and policies, driving better experiences and reducing barriers for individuals wanting to 'do good'. As Head of Volunteering Operations I led a distributed team focused on 4 key areas: - Experience (Process & System improvements) - Recruitment - Operations - Policy & Compliance

Australian Red Cross has a range of systems supporting the recruitment, on-boarding, engagement and retention of its members and volunteers. In this role I was responsible for the continuous improvement and embedding of systems and processes to support a consistent and positive experience for members and volunteers at all stages of their engagement with Red Cross.

Working with stakeholders across the organisation to design, implement and embed systems and processes to support a consistent and positive experience for volunteers at all stages of their engagement with Red Cross.Supporting continuous improvement and driving change to deliver efficiencies across volunteer systems and business processes.Successfully implemented Agile and performed the role of Scrum Master within the Volunteering Operations team.

Responsible for the organisation-wide system implementation of PageUp, specific for volunteer recruitment, aimed at improving the experience for volunteers and the internal stakeholders that recruit and engage with them. This involved all aspects of project management including stakeholder engagement, user journey mapping, service design, system configuration, creation of training material and providing support and coaching to 400+ internal users pre and post Go Live.

Responsible for planning, recruiting and maintaining an appropriate number of volunteers across the 40 site Retail network in Victoria.

6 month contract positionManaging and developing a large team of fundraising promoters for targeted supporter engagement to achieve financial and non-financial fundraising targets.

Managing all operations of the Retail division at MOZI, a Melbourne-based lifestyle brand specialising in unique Australian designed homewares.

Managing ten (10) Bonds retail stores across VIC/SA/WA to drive revenue through the improvement of customer service, visual merchandising and inventory management.

Leading eleven (11) retail stores across VIC/WA/TAS region to improve customer service and ensure a clear in-store message focusing on Oxfam Australia's objective of fair trade advocacy.

Responsible for the induction and ongoing training of franchisees and their team members across seventy (70) stores around Australia.

Key business contact for twenty-five (25) Victorian Sportsco stores - a sport, fitness and lifestyle retail brand.

A specialty athletic and lifestyle footwear retailer. Multiple roles held across a five (5) year period focusing on coaching teams to increase customer satisfaction and store profitability.