Sarah Slaughter Email & Phone Number

Brisbane, QLD, AU

About BBB Advisory:A distinguished Customer Experience Design and Improvement Consultancy, dedicated to elevating organisational performance within customer contact realms. Our holistic approach includes designing and implementing contact centre operating models, optimising operational practices, streamlining processes, leveraging system and technology.

Brisbane, Queensland, Australia

Responsible for Operations across the 13SICK business nationally including State team operations, National Practice Management, Australian Surgical Assisting, Patient Contact Centre, Dispatch and 24-7Healthcare IT function. A member of the executive team reporting to the CEO.

Brisbane, Queensland, Australia

Responsible for National Dispatch, Contact Centre, IT function, Practice Management and Australian Surgical Assisting. A member of the executive team reporting into the CEO.

Brisbane, Australia

Responsible for national management of 4 contact centres and dispatch function.

Sourced to provide the following services: Identify business opportunities and efficiences Coach and mentor contact centre managers Implement workforce management best practice Clarify and design BAU strategy for numerous centres Review and redesign reporting

Queensland

• Design and deliver strategic plan for customer service delivery and drive continuous improvement for the Go Via brand
• Manage the call centre teams (7 days, 7am-7pm), two customer service centres, webmail team, Workforce planning, corporate reception (165+ staff) and back office processes
• Manage $12m budget
• Lead, motivate, and develop staff
• Build relationships with internal and external stakeholders
• Meet set targets

Brisbane

• Plan, co-ordinate, support and evaluate Suncorp Personal Insurance’s (PI) Business Technology (BT) investment through management of teams that advise and prioritise system changes and activities associated with the BAU.
• Provide business support for claims systems and other agreed PI systems through effective help desk services, ensuring service levels are satisfied and production issues are promptly resolved with BT and business.
• Provide strategic advice and leadership regarding the ongoing support, management and migration of PI systems so that PI optimises spend on BT systems and platforms now and in the future, and maximises return on BT.
• Provide guidance on the prioritisation of changes within the BT systems for PI

Brisbane

• Plan, direct and lead the development and implementation of one or more initiatives to satisfy business strategies and objectives.

Brisbane, Australia

Change Management - Design the transition plan for the introduction of a new claims management system

Brisbane, Australia

• Lead claims processing team leaders and teams (100+ staff)
• Introduce new business model
• Build and maintain relationships with internal and external stakeholders
• Contribute to monthly business review report
• Meet claims cost targets, customer satisfaction targets and staff engagement and productivity targets

Brisbane, Australia

• Manage the claims call centre teams (300+ staff), across numerous sites
• Lead and motivate staff
• Build relationships with internal stakeholders
• Negotiate the call centres response to unpredictable events
• Contribute to strategic plan for the call centres
• Meet set targets

Brisbane, Australia

• Design a claims model for Suncorp GIO home and motor insurance resulting in considerable cost efficiencies
• Manage the FTE allocation to teams within budget

Brisbane, Australia

• Over a 6 year period, provided consulting services specialising in Contact Centre and Workforce management to a diverse client base, including banking, insurance, energy, and government.Key Clients
• Suncorp
• BCC
• Ergon Energy
• Child Protection Agency
• MBF

Executive Education Program

Activities and Societies: Leading for Organisational Impact

Education record

Partially completed Business degree - 16 of 24 units completed

Education record

Partially completed Economics degree majoring in Econometrics. All Econometric subjects completed. Total of 20 of 24 units completed.

Education record