In this role, I held the primary responsibility for implementing workforce management practices, technology and processes in a contact centre and insurance claims team of in excess of 150 FTE. Core accountabilities included forecasting resourcing requirements, the creation and ongoing maintenance of complex forecasting models, change management, providing staffing rosters and scheduling advice, developing and implementing vital management reporting up to executive level. Core systems used include Microsoft Access and Excel, Aspect EWFM and RTA, various telephony systems and Aspect performance measurement. A key focus and passion of mine was on process improvement and simplification, reporting automation and resource optimisation strategies. In addition, I was one of 20 employees across the wealth management division to be chosen and to graduate from the Future Leaders program. This program provided me with experience in leading projects, ongoing mentoring with executive level leadership and in depth leadership and management training.

In this role, I was responsible for introducing, supporting and embedding workforce management technology and strategy across a retail branch network of ~ 10, 000 FTE. Primary responsibilities included developing and delivering training material, extensive analysis of complex data sets used in formulating business cases, usage of SQL and excel for executive level FTE reporting, forecasting FTE requirements, designing management reporting, stakeholder management, end user training and support, business impact assessments and change management. Key systems used include Verint Impact 360 WFM software, Microsoft SQL server, Microsoft Access, Microsoft Excel

Experience in various roles across the full spectrum of the Commonwealth Bank retail network including: Customer Service, Management and Personal Lending. Experience in training and coaching of new and existing staff, embedding sales and service culture and methodologies, ensuring branch audit and risk requirements met, providing customers with appropriate recommendations to assist in meeting life goals. Numerous citations for exceptional customer service and business outcomes. Consistently recognised as a high performer in sales outcomes. Additional experience gained in implementation of enterprise-wide CRM software "CommSee" in 2005 across the Sydney metropolitan area.