CoachStation specialises in leadership, people and business development. Our skills, experience and focus areas include:* Role Integration Coaching (RIC) Program• Leadership & Management Development• Leadership / Workplace Coaching and Mentoring• Workshop Facilitation & Team Development• Business ConsultancyIt is why we do what we do that matters! Our core purpose is to make a genuine difference.We can and do positively influence both cultures and business… Show more CoachStation specialises in leadership, people and business development. Our skills, experience and focus areas include:* Role Integration Coaching (RIC) Program• Leadership & Management Development• Leadership / Workplace Coaching and Mentoring• Workshop Facilitation & Team Development• Business ConsultancyIt is why we do what we do that matters! Our core purpose is to make a genuine difference.We can and do positively influence both cultures and business results.The opportunity to assist managers and leaders to be genuinely comfortable in their roles;provide the necessary support to their team members; and contribute to their organisation’ssuccess, are all core to our purpose.We will help you to identify the key areas to focus on and work with you on how to improve.Do you think your business should be achieving more,but you don’t know how to make the change happen?This question is especially important for any business to answer. Consider these relatedquestions and how they might apply to you.• Are your managers and leaders as effective as they could be?• What focus has your organisation put on genuine development of its current and future leaders?• Would you like to see your results improve?• Are you sometimes frustrated or stressed about your business and where it is heading?• Do you feel you are in control of your business direction?Our experience across multiple industries and desire to help people be successful, providesthe motivation and knowledge to develop you, your managers, your leaders and your team.Building and maintaining strong management and leadership teams is the key to business success. Leaders have the single biggest impact on employee engagement and commitment. Therefore, it makes sense to develop your management team to be the best they can be – everyone benefits along the way.Tailored development, coaching and mentoring provide the greatest opportunity to build this success. Show less

At Novum our approach to architecture is centred around integrity, innovation and humility. We partner with our clients and their communities to affect growth and positive change socially, culturally, and in their built environments. Our team is experienced in church, education, seniors living, aged care, and health projects. Novum was founded in 2017 by Peter Boyce with a mission to deliver clear thinking, authenticity and enthusiasm to like-minded clients. I assist Peter, his fellow… Show more At Novum our approach to architecture is centred around integrity, innovation and humility. We partner with our clients and their communities to affect growth and positive change socially, culturally, and in their built environments. Our team is experienced in church, education, seniors living, aged care, and health projects. Novum was founded in 2017 by Peter Boyce with a mission to deliver clear thinking, authenticity and enthusiasm to like-minded clients. I assist Peter, his fellow owner/Director, Joel Ridings and the Novum team through promoting effective business management practices and development of the team, primarily in an advisory and coaching capacity. Show less

The Queensland Government Mentoring for Growth (M4G) program works with local businesses to help them drive growth. It uses a panel mentoring experience bringing together expertise in a range of fields providing mentoring and guidance on a volunteer basis.M4G focuses on businesses with challenges relating to business growth and innovation.

Following on from an initial business review, my report recommendations were accepted and the opportunity to assist TFS by taking on the Head of Customer Service and Complaints role until November 2014. This was achieved by focusing on technology, systems, culture and most importantly our team. * Senior leader responsible for the customer service, complaints and hardship functions with 3 direct reports and 60 team members in total.* A successful transformation led to outcomes… Show more Following on from an initial business review, my report recommendations were accepted and the opportunity to assist TFS by taking on the Head of Customer Service and Complaints role until November 2014. This was achieved by focusing on technology, systems, culture and most importantly our team. * Senior leader responsible for the customer service, complaints and hardship functions with 3 direct reports and 60 team members in total.* A successful transformation led to outcomes and improvement in all business metrics and KPI's between August 2013 to October 2014 including: Service level (GOS): improvement of +70% - 6% in August 2013 to 78% in August 2014) Customer Surveys: Transactional Net Promoter Score (NPS) of +72 Abandoned Calls: 42% in August 2013 to 2% in August 2014 First Call Resolution (FCR): results >95% (July - October 2014) Complaints resolved same day: 34% in 2013 to 78% in September 2014* Leadership and team development: I developed and facilitated various leadership development programs for all levels of leadership within the business and reinforced the learning opportunity with 1:1 coaching for each team member.* The core focus was to develop a stronger business culture, leadership capability and team focus, whilst embedding a new suite of systems including telephony, call recording/QA, customer survey and related programs."Steve was asked to wear many hats in this role: leader, consultant, contact centre manager and trainer. He has handled all these roles with great professionalism. He has, in fact, delivered an 18 month plan in 12 months. Steve is a strongly principled individual who has led by example. He leaves behind a high performing contact centre, scarcely recognisable from the centre Steve was introduced to 2 years ago. We are delighted that he has agreed to continue his working relationship with Toyota Financial Services going forward with a particular focus on leadership" - Gary Leonard, General Manager Business Services Show less

As a Senior Consultant with Business Aspect I was engaged early in 2013 to conduct a review of all areas within the Toyota Financial Services (TFS) Customer Solutions Contact Centre in Sydney. The resulting report and recommendations were implemented in the latter few months of 2013 and most of 2014, led by myself in the role of Head of Customer Service and Complaints role.Business Aspect assists clients with the execution of their business strategy through either large scale business… Show more As a Senior Consultant with Business Aspect I was engaged early in 2013 to conduct a review of all areas within the Toyota Financial Services (TFS) Customer Solutions Contact Centre in Sydney. The resulting report and recommendations were implemented in the latter few months of 2013 and most of 2014, led by myself in the role of Head of Customer Service and Complaints role.Business Aspect assists clients with the execution of their business strategy through either large scale business transformation or by addressing smaller challenges in specific areas of the business. They focus on the business first, and then address technology needs as an enabler of required business outcomes. In delivering services, Business Aspect addresses all layers of the business, including people, organisational change, process change, information management, information and communications technology (ICT) applications and technology infrastructure. They solve complex business problems through the collaborative efforts of their team of highly experienced personnel, and through the application of proven Intellectual Property. One of their key strengths is the diversity of the background and skills Business Aspect's senior consultants bring to planning initiatives involving people, process and systems. Show less

A national leadership role responsible for the development and application of customer service strategies for the GE Money operations in Australia and India.I led a team of 3 leaders based in Queensland, NSW and Victoria who, in turn, had 14 direct reports between them. The teams were made up of Business Coaches whose primary role was to drive customer service and business improvement strategies across a multi-site, finance / call centre environment impacting over 2,000 call centre… Show more A national leadership role responsible for the development and application of customer service strategies for the GE Money operations in Australia and India.I led a team of 3 leaders based in Queensland, NSW and Victoria who, in turn, had 14 direct reports between them. The teams were made up of Business Coaches whose primary role was to drive customer service and business improvement strategies across a multi-site, finance / call centre environment impacting over 2,000 call centre agents.My core role was to ensure our team actively sought and accessed insights based on customer viewpoints/VOC and internal data and use this information to drive improvement balancing the needs of GE's customers, staff and business outcomes. Show less

I led a team of Business Coaches. My team and I focussed on developing strategies for the purpose of driving efficiency and effectiveness in our business. Our purpose is to drive optimum customer experience, business improvement, cultural and transformational change through process change, coaching and leadership development.

Led a team of Resource Planners based in three sites/States who scheduled for 750+ agents in numerous GE call centres located in Australia. Key goals of efficiency, cost-savings, stakeholder management and balancing staff/business needs.