Our purpose is to enrich the lives of pets and their families by being Australasia's pet specialist of choice.Greencross Limited is Australasia's largest integrated consumer facing pet care company with over 300 veterinary clinics, pet specialty retail stores and vet related entities in Australia and New Zealand.With our extensive industry expertise and proven performance our integrated pet care model provides point of differentiation for customers. Our combined retail and service offering strengthens client and customer engagement, expands product and service offering and creates cross-selling opportunities.Areas of focus:Manage 2 team leaders and ~30 indirect reportsOversee the management of a subscription based program with 72 000+ membersOversee the management of the customer service team managing social media, ebay transactions, online enquiries, crm management, loyalty programs and general inbound calls supporting stores, clinics and customers.

A people oriented customer service manager for Merial Australia (recently purchased by Boehringer Ingelheim) A world-leading, innovation-driven animal health company, providing a comprehensive range of products to enhance the health and well-being of a wide range of animals. Brands under our portfolio include Frontline, Nexgard and Heartgard. Recently we introduced a new innovative product to the market in Nexgard Spectra. Areas of focus - Implementing a new phone system including utilising software capabilities, training staff and building reporting. -Management of customer and consumer support teams during a major integration; including reseller order management, shipping and delivery, credit management, customer and consumer dispute resolution, importation of special medicines, Rewards database support, field team support and dispersion of various reports, Consumer product support, Pharmacovigiliance entry and support- Responsible for building a world-class customer service offering by coaching and team process improvement; call monitoring, phone queue management, coverage, team engagement.

GWA Bathrooms & Kitchens’ brands are a prominent feature in Australian bathrooms, kitchens and laundries. A trusted collection of brands favoured for quality, innovation and design.Brands include Caroma, Dorf, Clark, Stylus and Fowler.

Drawing on my 20 years experience of retail, B2B and Operations within Luxottica, I am responsible for managing our customer service professionals who support our B2B partners. I am also integral to the operational and strategic planning of our B2B business that allows us to deliver exceptional processes, systems and operational tools that provides our B2B partners with a seamless and efficient end to end execution of our product, service and delivery promises.My responsibilities include growing and motivating key support centre staff to ensure exceptional customer service end to end. Process improvement and simplification are key strategies in this role to assist with timely and accurate service. Leader of 8 reportsDuties include: • Lead the contact support centre and Customer operational support teams to ensure the delivery against the strategy, business initiatives and world’s best customer experience• Energise and motivate team members to exceed their KPI’s• Develop and maintain individual development plans to ensure team members perform at their best and achieve their career plans• Implement the systems and processes to drive a world’s best Customer first culture in the contact centre • Develop and install procedures and controls to promote communication and adequate information flow within the organisation • Identify business performance issues and opportunities and present solutions for consideration• Oversee a continuous improvement process that drives customer experience and profitability and is in line with the strategic direction of the business• Support the customer experience for the E-Commerce arm of the business • Weekly SAP reporting for sales team• Develop refined programs to meet with changing legislations• Understand health fund functionality to support retail business in a simplified process flow• Support to Director of Operations and Director of B2B sales.

Partnering with businesses to improve productivity by providing employees with eye care and eyewear solutions that suit their health, work, safety and lifestyle requirements, allowing them to reach their full potential.Achievements• Rewarded for exceeding target in sales results of 25% growth in a competitive market• Lead as an “expert in area” facilitator in induction sessions for new franchisees to introduce our 3rd party agreements/ processes.• Recognised as a dynamic B2B specialist with a focus on developing a collaborative culture driven by a genuine desire to exceed customer expectations for mutually beneficial business performance and customer service.

Managing and growing B2B sales of prescription safety glasses to a variety businesses from small businesses to large corporations.

Managed a project to refine the end to end processes in regard to third party sales. Reducing disputed invoices within world's best practice benchmark. Experience in OPEX projects.

Certified Trainer and Assessor holding a cert iv. Rolled out sales training program to retail network.

Australia's leading Optical network. Face to face customer service in retailing of optical goods and services.