Spearheaded a wide range of functions to deliver the Viewer Support component of the national 700MHz Clearance Programme. Responsibilities:- Stakeholder and vendor engagement- Operations management- Process improvement- Data analysis and reporting- Omni-channel service delivery - Measuring and driving performance - Scalable workforce planning - Hands-on programme management - Contract negotiation- Business continuity - Digital channel development- Complaints management and dispute resolutionAchievements:- Managed service delivery for key clearance events onsite, which consistently exceeded quality targets- Embedded a number of improvements which significantly reduced the impact from disrupted broadcast services, particularly for vulnerable and isolated viewers.

Accountable for driving multi-site contact centre service quality and operational performance, achieving high member satisfaction and delivering on business objectives for Australia’s leading Medical Defence Organisation. Responsibilities:- Multi-disciplined teams management- Strategic planning and development- Leadership coaching and mentoring - Multi-site contact centre management- Project management- Influence and negotiation across different departments and seniority levels- Senior stakeholder engagement- Member insight analysis- Presenting and facilitating business planning events- Regulatory incident and compliance management- Managing the internal dispute resolution (IDR) process- Executive and Board reporting - Budgeting- Driving a member-centric cultureAchievements:- Demonstrated strong leadership capability and engaging stakeholders in coordinating the company-wide telephony platform upgrade ensuring minimal impact to business operations.- Credited with improving workplace culture by defining and integrating values-based behavioural standards into company-wide annual performance review process.

Extensive travel around Europe before returning to Australia.

Spearheaded a multi-disciplined telecommunications provisioning team, ensuring positive customer journeys for new customers across a range of products and services.Responsibilities:• Measuring and monitoring team performance against KPIs• Driving staff engagement • Performance management• Supporting strategies to improve customer experience and operational efficiencies• Overseeing management of external vendors and off-shore call centres• Resolving and reducing operational incidents • Facilitating departmental business planning activities• Recruitment • Data analysis and reporting• Resolving escalations • Deputising for Head of Order ManagementAchievements:• Implemented career development and performance incentive structure resulting in improved work-place culture and measurable up-lift in team engagement.• Coordinated the seamless transfer of offshore contact centre service delivery from Manilla, PH to Durban, SA.

Led a high-performing senior team to deliver against elevated service standards in administering and maintaining of a portfolio of high-net-worth corporate clients, strengthening relationships to embed member loyalty and achieve stretch-target acquisition and retention goals.Responsibilities:• Measuring and managing service quality• Driving high performance• Strategic planning• Driving member loyalty• Overseeing the relationship management of Corporate groups and Brokers• Developing and delivering continual improvement strategies • Leading acquisition and retention activities • Supporting Sales and Marketing, Underwriting and Claims departments as key contact• Data analysis and reporting• Interdepartmental communications• Complaints resolution and escalations • Deputising for Sales and Service Delivery Manager.Achievements:• Facilitating the smooth and seamless transition to new CRM platform• Driving record breaking acquisition result in 2015 (exceeding stretch target by 20%)• Recipient of Avant’s ‘Leading LITES’ award for outstanding achievement in living the company's values.

Developed a high-performance, contact centre team to provide optimal member experiences to medical professionals and drive continuous improvement initiatives in a highly regulated environment. Responsibilities:• Coaching and mentoring• KPI tracking and monitoring • Recruitment and onboarding• Data analysis and reporting• Driving member/customer advocacy• Performance management• Strategic planning• Change management• Quality monitoring and reporting• Complaints and escalation resolution Achievements:• Drove several team engagement initiatives which increased annual staff engagement rating from 55 to 71 in 2012• Refined and oversaw debt collection process, resulting in reduction of aged debt from $4.5M to <$300,000 within 18 months• Implemented best-practice framework across all contact centre functions, achieving COPC accreditation and measurably improving service quality and overall member experience.

Produced effective training solutions to instil sound knowledge and competency across a range of complex products, services, regulatory requirements and CRM platforms. Responsibilities:• Training and assessing new and existing staff• Developing, reviewing and updating training material• Staff on-boarding • Supporting continuous improvement initiatives• Skills gap analysis and resolution• Quality monitoring, reporting and coaching • Developing and maintaining online knowledge management tool• Vendor engagement for external training requirements• Managing training budget

Provided general advice to Members and end-to-end processing of Member enquiries, including applications, cancelations, renewals, and administration of government schemes. Coached and mentoring new staff members and identified process improvement opportunities.

Managing a small team of Customer Service Operators who answered in-coming sales and service calls from customers. My role included two short-term secondments to the San Jose based Head Office as Office Manager.

An autonomous role in a fast paced environment where I was the first point of contact for new and existing clients. I was responsible for the smooth running of a small office and ensuring that all clients were tended to in an efficient and professional manner.