Skye Forrester-Sloan Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Leading a team of digital experts to deliver digital transformation through project management, social success consultancy, strategic consulting, technical & UI consultancy across A&NZ as Senior Manager for our Professional Services organization, I lead a regional team in workingwith our enterprise customers. It is a role that entails both the sales and delivery of strategic services and technical services to our enterprise customer-base.Responsibilities• Scopes projects and services engagements, including overseeing the definition of the proposedsolution and quantification of effort and risk• Supports Lithium’s sales organization, both tactically and strategically, in achieving objectives,while maintaining healthy project P&L• Ensures the successful implementation of Lithium’s products as well as the successful delivery ofall other services offerings, meeting or exceeding CSAT objectives while maintaining financialcontrol of the engagements• Manages and grows a team of highly qualified, geographically distributed Project Managers,Technical Consultants, and Social Solutions Consultants, including hiring, assigning duties,training and evaluating these employees• Contributes to the continuous improvement of our delivery methodology• Manage to the P&L associated with the team in this region

Melbourne, Australia

Work with customers to define and execute large scale, integrated social marketing and social support programs utilizing the Lithium Social Customer Suite.Work collaboratively with Lithium senior management and account teams leading social strategy engagements for our top prospects and customers. Developing holistic strategic plans, but also deliver Tactical recommendations: defining, building and overseeing ongoing customer programs. Responsibilities:• Work with a core group of customers and prospects to define and execute social strategy initiatives that benefit from Lithium products and services • Deliver consulting services that bridge the gap between social strategy and program execution - readiness assessments, social strategy definition, initiative planning, solution mapping, data insights, and program governance• As Lithium’s social strategy expert, you will build strong executive relationships with your customers and work closely with the Lithium management and sales teams to ensure strategy and delivery stays on target• Work with Lithium’s product and services teams to develop holistic and integrated Thought Leadership programs around the Social Marketing and Social Support disciplines• Develop new strategic business solutions and models utilising customer and Lithium proprietary data• Deliver best practice guidelines, metrics reviews and standard launch workshops to help customers build strong communities• Co-create best practices

Melbourne, Australia

• Oversee partnership with Western BulldogsEnsure the effective and efficient operation of the Executive and all football operations.• Preside over meetings in the absence of the President.• Ensure that all sectors of the Club football operations are managed effectively and efficiently so that on field performance is maximised.• Oversee the football development program so that participation at junior and senior levels is maximised.• Ensure that all coaches and support staff are carrying out their duties as required.• Oversee recruitment of coaches and players according to policies outlined by the Club Committee.• Assist other Committee members in their duties as required.• Undertake tasks at the request of the President, Executive or General Committee.

Melbourne, Australia

Based in Maribyrnong, 5 Team's of Women (160 players) competing Australian Rules across VFL, Div 1, Div 2, Div 3 and Youth. With 10 AFLW players. We are a destination club for any player looking for pathways to VFL & AFLW with a culture to nuture and empower you to achieve. #bethedifference

Moonee Ponds

- Accountable for the performance of 4 Digital Channels (Social Media, Community, Live Chat & Email) which supports over 2MM customer contacts annually.- Ownership and management of developing digital customer contact department operational plans- Management of the budget process within the Digital Customer Contact department and providing a central point of contact for all relevant departments- Development of new product launch implementation plans, to ensure timely launch & readiness for early detection of customer impacting issues- Investigating and recommending new technology solutions to drive revenue, reduce costs or improve customer experience- Day to day accountability of performance of the Digital Customer Contact area- Ad hoc analysis and reporting including interpretation and development of recommendations- Delivering measurable efficiency gains through system upgrades and improvements. This includes strategy development, managing business requirements, stakeholder management and implementation planning.- Provide leadership to the Digital Customer Contact department teams across both operation sites resulting in building high-performing and accountable teams- Develop a culture of continuous improvement, which will deliver improved business and employee performance including but not limited to operational efficiencies; - Build, develop and maintain strong internal & external stakeholder relationships.Enabling functional teams as well as ensuring that the Operations leadership team operates as one team.- Develop, implement and manage the Digital Customer Contact strategy, ensuring that it delivers projected KPIs and is aligned to the Customer Experience & Digital Dept. and Foxtel’s overall strategy.- Continually develop and improve the efficiency and effectiveness of the Digital Customer Contact Team by reviewing development practices, tools and processes to drive improved servicing results and enhanced customer outcomes – (NPS);

In my current role at Foxtel, I am responsible for the strategy, direction & execution of our Social Servicing channels across Foxtel.Social Servicing includes Social Media which has an audience of over 800,000, Foxtel Community which has over 200,000 interactions to date & Email servicing.

Responsibilities/Achievements:Establish and drive social media strategy for GE Capital Australia & New Zealand via social networking across all GE Capital ANZ businesses, building relationships and influencing senior management teams in their use of social media as part of their business strategy.Consult/ support Global Growth Operations Team & Global and Corporate teams in development of their social media strategy & digital playbook.Create a social media presence that builds trust and community around our brand, products and serviceMaintain and evolve the necessary processes for GE to effectively and safely communicate within social networks.Establish relations with each of the GE Capital ANZ businesses assessing the value and benefit of each business developing a social media presence. Leveraging approach and existing frameworks developed in the 2010 pilot work with each GE Capital ANZ business to establish their localized social media strategy, execution plan and operating rhythm. Participate in their working groups to ensure they stay on track and leverage best practice and insightsEducate through consultancy & reverse mentoring of executive team and business leaders.Facilitate the creation of channel KPIs, measure channel performance against KPIs and communicate out to the wider business channel performance against KPIs. Work with MI to ensure this is stable and scaleable.Accountable for the team delivering projects in respect to executing the social media strategy/roadmap which meet the agreed time frames, within the allocated budget, and which deliver workable solutions that are accepted by internal and external stakeholders. Own relations with external partners to share best practice and identify and execute ways to integrate social media strategies for the benefit of the customers and both businesses.

Responsibilities/Achievements:* Develop a sustainable framework to observe discussions regarding GE Capital ANZ, providing insightful reporting. Establish and drive social media strategy for GE Capital via social networking websites e.g. Twitter, Facebook, MySpace, etc. This will include facilitating * Establish social monitoring tool and/or process to identify key social channels & consumer sentiment * Identify and respond to customer sentiment within social networking websites ensuring that all content is engaging and compliant* Facilitate the delivery of a pilot campaign as well as engaging in discussions occurring elsewhere on the Internet. * Help GE Capital to understand the opportunities and challenges associated with driving a social media strategy* Define the necessary processes for the organisation to effectively and safely communication within social networks * Liaise with e-marketing, Legal, Compliance, Operations and Product to define the necessary processes and guidelines for GE to effectively and safely communicate within social networks* Liaise with and support e-marketing and Corporate Comms strategy team as required

Responsible for developing an operations project charter defining the project, project deliverable, including resources required, timing of all deliverable, risks and operations stream costs, e.g. resourcing, T&L, training and any additional costs incurred from the project.Recruitment, team management and performance management of operational readiness team required to support the project. co-Ordination, Testing, IVR & Telephony.Developing detailed operational projects plans, risk logs, budget/resource management tracking tools & comms plans for ops stream.Ensuring operations project activities are delivered on schedule by defining needs, identifying risks, resolving issues, monitoring and reporting progress, etc.Analyzing and providing input into business/functional requirements and ensuring operational processes are accurately reflected documented. Obtaining signoff for the Business and Functional specifications from operations. This includes the facilitation of walkthroughs and education sessions to ensure all parties clearly understand the Business requirements, functional and/or processes.Leading the development of project related policy and procedure documentation and obtaining sign off from relevant stakeholders, Leading and providing support and direction to the test team to establish the testing requirements. This includes support in the creation of the test strategy and test plans, support through the execution phase of testing, resolution of bugs found in testing, and review and sign off of the test completion report.Providing support and direction to the training team to establish training requirements. This includes support in the creation of the training program and support throughout the delivery of training.Responsible for ensuring an operations team operating rhythm is formed and activities are coordinated efficiently between project team members

Responsibilities/Achievements:Owning the administration of a front end UI. Owned System changes and updates; Action code updates; the addition of Marketing campaign scripts and promotions, updating Bank details/BINs; and contractual changes.Support BAU and project initiatives relating to GUIIdentify, assess and manage opportunities for process improvement to the GUI for Operations, whilst maintaining required existing functionalityBuild interactive web applications to improve and build upon usability.Provide subject matter expertise for GUI development, P&Ps and training material.Analyse, validate and provide recommendations for Business Requirement and Functional documents to ensure processes meet operational requirements and can be supported by GUI.Develop a workflow process for actioning new requests, and engaging stakeholders in appropriate turnaround times for development.Build and facilitate a comprehensive signoff and communication process for change.Build the measures and techniques needed to improve the effectiveness of and drive the utilisation of the GUI. Report out metrics to the business, and provide suggestions on improvement opportunities.Liaise with Problem Management, PM co-ordinator, and any related stakeholders to manage and report on issues raised relating to GUIDevelop test documentation, complete testing requirements and provide timely communication to stakeholdersDefect identification; independently researching potential issues, logging problems and performing required retesting.

Responsibilities/Achievements:Customer ServiceReceive incoming calls from both Internal and external customers, with the view to resolve service related issues balancing both customer and business needs·Maintain up-to-date product, policy and process knowledge to be able to assist customers professionally and efficiently and ensure compliance with all legislative and GE requirements· Cross-sell related goods and services on all inbound/outbound calls· Conduct outbound calling to customers as required· Respond to and action all queries and escalations referred or directed from Customer Solutions.· Guide Customer Solutions Front Line Associates through available resources during each interaction to facilitate improved understanding and customer service· Cross-sell related goods and services on all inbound/outbound calls· Reporting and Process Improvement· Identify system, process or procedural enhancement opportunities for improved customer or business outcomes · Contribute to feedback for root cause analysis and identify process improvement opportunities· Act as a delegate for raising problems with IT and the COE teamCoaching and Development· Monitor agent performance · Coaching of new hires to assist in the team development · Monitoring calls to assist with team development· Providing feedback on calls as requiredStakeholder Management· Liaison with the CRT & CAS Leader and team to manage escalations and beacons·Liaise with external and internal customers/departments to improve process and policy processes

Customer SolutionsResponsibilities/Achievements:Receive incoming calls from both internal and external customers with queries or requests; deal with customer enquiries and resolve service related issues, balancing both customer and business needsService to Sales - Cross-sell related goods and services on all inbound/outbound callsMaintain up-to-date product, policy and process knowledge to be able to assist customers professionally and efficiently and ensure compliance with all legislative and GE requirementsMake adjustments to account details on screen to keep records up-to-date and accurateProcess straightforward paperwork between calls and make appropriate entries on the systemConduct outbound calling as requiredLogging of call types/reasons for callsLogging of customer complaints in complaints databaseReceive and process incoming calls for stores requesting authorization for purchases or new account application

Applied Science - Animal Technology

Secondary School Education; Applied Science Animal Technology