• I work closely with business stakeholders to design, develop and implement HR systems related to health and safety. I am the technical support point of contact for these systems across the organization.• Undertake analytics to identify trends, risks and opportunities for improvement.• Manage integration and updating of health and safety information systems with various HR systems (Oracle, HRIS, Preceda).• Identify opportunities for system improvements, automation and simplification, with user experience at front of mind.• Manage internal and external relationships with key stakeholders and providers, through effective communication and working relationships.

• Led a large team of technical support agents to provide support and troubleshooting to customers connected to fixed internet services.• Improved transactional Net Promoter Score (NPS) by +40 points and reduced credits and waivers applied by 60% through process optimization and additional staff training.• Identified opportunities for process and procedure improvements through detailed data analytics and BI, increasing productivity and improving customer resolution timeframes.• Handled escalated issues by utilizing problem solving and communication skills to effectively resolve customer enquiries in a timely manner.

• Coached and developed the management teams across a region of 8-10 high volume retail stores, ensuring each store was able to exceed customer experience, OPEX and sales KPI’s, while prioritizing individual team member development and progression.• Drove a high standard of visual presentation and policy and procedure compliance across the region of stores, identifying opportunities for new ways of doing things.

• Managed the flagship retail store in Brisbane CBD, leading a team of over 20 staff to consistently deliver exceptional customer experience and exceed sales targets, ensuring the profitability of the location.