• Extensive Industry experience used to develop and govern solutions and improvement plans for Retail Service Providers and partners, covering both operational and strategic programs/drivers of CX. • Established reporting and scorecards to communicate key measures surrounding internal and external (B2B) activity to a cross section of leadership and account teams.• Optimisation internal projects to ensure that they deliver a step change to the current performance for nbn, retail… Show more • Extensive Industry experience used to develop and govern solutions and improvement plans for Retail Service Providers and partners, covering both operational and strategic programs/drivers of CX. • Established reporting and scorecards to communicate key measures surrounding internal and external (B2B) activity to a cross section of leadership and account teams.• Optimisation internal projects to ensure that they deliver a step change to the current performance for nbn, retail service providers and the end user (primarily CX, cost and performance)• Built frameworks and tools for initiative assessment and prioritisation including portfolio change management, communication, and enablement.• Established and led a range of executive forums to govern and progress the priority measures and initiatives.• Planning and orchestrating a range of transformation/portfolio plans for critical business units so that nbn can achieve its key financial, customer and employee outcomes.• Driven a change agenda across multiple levels of the organisation, including c-suite and industry audiences.• Strong account/relationship management and strategic governance by communicating with impact verbally and visually. Show less

• Led the transformation of the Service portfolio to redefine our strategic approach and customer journey for customer activations.• Improved market share and growth by improving activation speed and reducing errors by over 25% year on year.• Introduced automation and established an RPA framework and centre of excellence to reduce errors and lower operating costs by 7.5M.• Sponsored several CX and optimisation initiatives to drive an improved customer connection journey including;… Show more • Led the transformation of the Service portfolio to redefine our strategic approach and customer journey for customer activations.• Improved market share and growth by improving activation speed and reducing errors by over 25% year on year.• Introduced automation and established an RPA framework and centre of excellence to reduce errors and lower operating costs by 7.5M.• Sponsored several CX and optimisation initiatives to drive an improved customer connection journey including; multi-channel communications, new digital functionality, cross company working groups to generate improved insights and a new workflow platform.• Oversight of a complex product/function portfolio across sites in Australia, India and the Philippines (500+ people).• Ensured accurate management and evaluation of operating expenditure across the annual financial plan. Show less

• Key member of the Service Leadership team, providing strategic direction and execution of the Assurance functions across the home internet, television and telephony products.• Responsible for delivering great customer experience across the customer lifecycle, whilst shifting the mix of service transactions from traditional voice to digital channels. • Ensured accurate management and evaluation of operating expenditure across the annual financial plan.

• Demonstrated capacity to build credibility and influence at the senior executive level.• Oversight of the Assurance product portfolio across sites in Australia and overseas (800+ people) covering a Fixed and Mobile portfolio.• Responsible for delivering great customer experience across the customer lifecycle, whilst shifting the mix of service transactions from traditional voice to digital channels. • Ensured accurate management and evaluation of operating expenditure across the… Show more • Demonstrated capacity to build credibility and influence at the senior executive level.• Oversight of the Assurance product portfolio across sites in Australia and overseas (800+ people) covering a Fixed and Mobile portfolio.• Responsible for delivering great customer experience across the customer lifecycle, whilst shifting the mix of service transactions from traditional voice to digital channels. • Ensured accurate management and evaluation of operating expenditure across the annual financial plan. Show less

• Accountable for driving consistency, collaboration and strategic initiative execution across the Customer Service Assurance portfolio globally.• Implementing strategies that drive first call resolution, drive the focus and execution of the digital and online service strategy, embed process improvement, and govern our key Annual Operating Plan initiatives. • Lead on communicating large change and transformational activities across the global contact centres.• Key interface for… Show more • Accountable for driving consistency, collaboration and strategic initiative execution across the Customer Service Assurance portfolio globally.• Implementing strategies that drive first call resolution, drive the focus and execution of the digital and online service strategy, embed process improvement, and govern our key Annual Operating Plan initiatives. • Lead on communicating large change and transformational activities across the global contact centres.• Key interface for Customer Operations into Service Assurance across global operations. • Operational skills and program management experience in running multiple complex programs of work, across multiple geographies and CFUs – upward of 400 resources at any one time. Show less

• Responsible for executing the Outsourcing strategy into partner operations in the international BPO community.• Assigned to assess, support and govern key operational Business partners and ensure contractual obligations are fulfilled.• Successful client and stakeholder management to drive tactical and strategic business imperatives, always towards industry best practice.• Project Lead for several customer focused initiatives across multiple vendors in multiple countries

• Responsible for leading cross functional teams to deploy and set-up contact centre operations across a variety of sites with the Philippines BPO community.• Built strong working partnerships to ensure successful delivery and implementation of both administration and multi-channel contact centres.• Operational leadership delivered both remotely and on site in host countries of the Philippines and Indian BPO community

• Project Team Leader for launch of a new technology and supporting processes, staffing and technology.• Responsible for knowledge management, process development, training and ongoing performance through to implementation and integration.

• Successfully supported a customer focussed frontline team to deliver appropriate positive outcomes across Service, Technical Support, Administration functions.• Participated, contributed and led ia variety of projects to enhance the customer service delivery corridor within my Business Unit.

• Frontline, customer facing call centre role.• Worked one on one with customers to diagnose, troubleshoot and resolve customer service difficulties across the Optus Consumer portfolio.

• Consulted and supported a variety of clients in sustaining effective and efficient environmental policy within their companies.• Contributed to the collection, sampling and understanding of scientific data points to provide clear advice on internal management and best practice to various industries (mining, construction, government)