Direct Connect makes moving easy. With just one call Direct Connect helps over 10,000 Movers monthly connect the essentials including Electricity, Gas, Water, Internet, Phone and Pay TV, plus added services such as Insurance, Cleaning, Removalists and Truck Hire.• Responsibility for full provision of a utilities connections service for customers and real estate agents (including Electricity, Gas, Water, Phone, Internet, PTV)• Successfully built operational structure, service and sales capability to support growth above 400% while reducing operational cost (as % of revenue and overall opex)• Effective management of operational relationships with key business partners (AGL, Origin, Red Energy, Lumo Energy, Optus, Southern Phone, Foxtel, Real Insurance, and more)• Direct accountability for ‘Program Management Office’ covering business analysis, process design, IT development, change management and project governance• Operational transformation programme including introduction of Salesforce CRM (Service & Sales Cloud)• Lead and develop the operational Management Team and their teams (100+ FTE)• Define and manage operational IT development through internal/external partners• Budgeting, recruitment, motivation, strategic and operational development

• Ensure ‘world class’ service delivery to new Foxtel customers and Field workforce during the all important installation process.• Manage blended Inbound/Outbound Call Centre that handled over 4500 calls/day• Effective management of daily field work orders including capacity management, scheduling and closure• Manage Foxtel’s Satellite Contractors & Telstra Broadband Field Services to ensure Service Level Agreements and Key Performance targets are met• Led the development of all Field related operational procedures in preparation for launch of Foxtel Digital in March 2004 - $600M project

Created & managed the first mobile customer retention team in the Australian Telecommunications industry - "Solutions Plus". We acted as the ‘last line of defense’ in offering tailored solutions in a cost effective manner in order to retain mobile customers who were actively seeking to cancel their service.• Successfully launched team within 6 weeks including all aspects of the team ‘start up’ including customer management strategy, end-to-end process development, organisational structure, recruitment, incentives, space planning, workflow management & system development. • Manage all strategic & daily operational issues of Solutions Plus team.• Develop exceptional self-managed environment and culture that supported retention strategies and activity, whilst retaining and motivating high performing team members.• Consistent over-achievement of retention targets over 2 years (in excess of 50% save rate for medium & high value customers)

• Lead team of customer service professionals for residential and business customers using Optus's mobile and long distance services• Lead core project team for implementation of end-to-end Call Quality framework, reporting and business metrics across all Optus Residential and Business Contact Centres

- Implementation of a self-managed, customer-focused Team Structure within South East Water- Cultural and organizational change across Billing & Collections team- Winner of Melbourne Water Quality Award for implementation (Awards covered Melbourne Water, South East Water, Yarra Valley Water & City West Water)- Design & implementation of activity-based Workflow management process improving productivity by over 25% in 6 months

Managed a "One Stop" team supporting South East Queensland in all aspect of Life Insurance and individual investment products (from Underwriting, renewals, customer service through to Claims).• Self-managed team development and significant cultural change program• Complete end-to-end workflow management, quality control, and 'whole-of-life" service to customers• Month-on-month improvements in multi-skilling resulting in significant productivity gains and reduction in cost

- Built department people & process capability, organisational design, IT and new product implementation- 4 to 70+ FTE over 3 years- End to end administration of Single Premium Investment products- Insurance Bonds, Deferred Annuities, Tailored Annuities

- Maturity, Death & TPD Claims- Life, TPD & Superannuation