- Driving strategic tech partnerships with industry leaders like Zendesk, Amazon Connect, and Kore AI- Orchestrating comprehensive partner onboarding and go-to-market strategies- Developing innovative AI-powered CX, EX, and Contact Centre solution offerings for enterprise and public sector organisations- Leveraging 15+ years of CX management and consulting experience to create cutting-edge revenue streams for Synergy and our partners

As General Manager, I work alongside the Synergy team to help organisations use technology to provide engaging and delightful customer experiences. Every interaction, every channel, every time, from anywhere.Synergy has been at the forefront of designing and managing customer experience application and architecture since 1999. We understand the key to growing business today is providing a consistent and personalised customer experience across all communication channels.Synergy’s key capabilities and expertise include:• Omni-channel customer engagement and communications• Cloud contact centre• ITSM & ESM• CRM & Helpdesk• Conversational AI• UC / SIP including MS Teams voice• Speech analytics, real-time intent and sentiment analysis• Technology consulting and professional services (including transition to the cloud + digital transformation)• Managed services, support & implementationWe partner with best-of-breed technology vendors enabling us to deliver truly unique solutions to our customers:• Twilio (Gold Consulting Partner, Gold Technology Partner, Managed Services Partner, Twilio.org Social Impact Partner.)• Freshworks (Sole Premium Partner for ANZ region)• Genesys (Professional Services Partner, Reseller Partner)• Kore.AI (Reseller and Professional Services Partner)• Verint (Reseller partner)Our team are based across Australia, New Zealand and beyond and work with organisations around the world.

Ento was founded in Australia in 2009 to help businesses manage rostering, leave, attendance and communication within their workforce.Since then we’ve become the chosen solution in over 1,500 workplaces across retail, hospitality, health, community, and more; rostering more than 30 million shifts for businesses ranging in size from 10 to 2,000+ staff.Our software is part of the next generation of workforce management tools; cloud-based, accessible via a smartphone, tablet or desktop, and integrated with leading HR, POS and payroll systems.With strong foundations in improving workflow, reducing costs, and eliminating manual processes for managers, we continue to work tirelessly on expanding our software with new tools focused on improving the happiness and engagement of employees.My role involves working with organisations to help them uncover numerous performance and efficiency gains and cost-reductions through the use of the Ento platform.

Polaris Communications is an Australian-based company that specialises in the development and supply of high quality Unified Communications and Acoustic Safety solutions. Our patented Soundshield technology provides the best-possible level of protection to contact centre workers around the world, while our partnerships with industry leaders including Jabra and BlueJeans allow us to offer comprehensive solutions for all business communication scenarios.- Management of overall business performance activities including profitability and growth, customer service, direct and indirect sales channels, forecasting, logistics and inventory management, accounting and product development functions.- Ensuring our people, products and processes are geared towards delivering the best-possible experience to our customers and partners. This ensures we are always positioned to offer the most effective and appropriate UC and/or Acoustic Safety solution, in any situation.- Development and implementation of business, sales and product strategies in conjunction with the executive management group.- Engagement and growth of strategic partnerships with industry-leaders Jabra (www.jabra.com.au), BlueJeans (www.bluejeans.com), Dolby (www.dolby.com) and Logitech (https://www.logitech.com/en-au/video-collaboration.html).- Establishment of new revenue streams; in 2017 expanded Polaris' footprint into New Zealand, and secured the first ANZ distribution rights for Dolby's Conferencing and Collaboration hardware suite.

Key Functions:- Management and oversight of daily business operations including the sales pipeline, inventory forecasting, pricing strategies, manufacturer and vendor relationships.- Development of new headset and acoustic safety technology products and applications. Personally responsible for leading the development of the Soundpro Touch, Soundpro USB and Soundpro Bluetooth communication products.- Support, refinement and broadening of the application of existing technology products and services.- Technical Solutions Consultancy: work with internal and external sales teams to develop comprehensive communications solutions suited to each customers requirements and budget.

- Managing the daily operations of Polaris' Customer Contact Team ("Firstpoint")- Ensuring all customer interactions are handled swiftly and professionally. Customer interactions occur via telephone, email, social media channels and video call channels.- Account management of national "Tier 2" reseller channels.- Solutions consultancy to our partner and direct customers for Acoustic Safety, Telephony and UC deployments.- Provision of technical advice to systems installers and end-users, along with pre and post-sales support.

Verifone is an American multinational corporation headquartered in San Jose, California, that provides technology for electronic payment transactions and value-added services at the point-of-sale.Key Functions:- Managing the daily operations of the Control Centre, Product Support and Merchant Helpdesk teams within the service desk.- Monitoring team and company performance to ensure customer SLA targets are achieved.- Preparing reports on team performance for internal management review.- Developing and implementing systems and strategies to improve efficiency and results.- Providing guidance and support to the leaders and staff members of the respective service desk teams.- Complaints resolution and response preparation. Collaborating with internal teams to implement proactive measures based on root-cause analysis of complaints received.- Establishing strong business relationships with internal and external personnel.- Ensuring service expectations of customers are exceeded.- Identifying value-add opportunities within existing customers’ operations. -Developing and implementing new KPI’s and individual development plans for the service desk team leaders and staff.