Led the development of a hospitality solution that replaces printed compendiums in Hotel Rooms, Hospitals, and Retirement Villages. Available as a Tablet based solution or via a Progressive Web Application (PWA). Tapendium is customised to align with the Operator’s brand and deliver unique content based on the outlet’s individual marketing. The result is a highly engaging, interactive guest experience. Content management is enabled with a secure, controlled enterprise mobility platform.The product is deployed in a range of Hotels within Australia, Singapore, Indonesia, Japan and Thailand with further International expansion underway. It is also deployed in the Centre for National Resilience - Melbourne.Led the development of over 20 integrations to various Property Management, Point of Sale, Housekeeping and GRMS systems.

Benie is a software company providing a cloud based digital signage platform for use in any location and on any screen.

Providing product marketing, social media marketing/management and project management expertise with a not for profit sports club. This includes developing and implementing marketing and social media plans, to increase membership base, youth involvement and enhance relationships with local community.

Lead the operational management of Optus’ Cable, ULL, Home Wireless Broadband and Resale Product portfolios for Consumer and Small and Medium Business markets. This included driving the direction, innovation, management, knowledge and understanding of the Product portfolio company wide. The management of this $1+ billion portfolio encompassed the end to end customer support and operation of the portfolios, ownership of the relationship with Optus’ wholesale providers, ensuring that new products and services deliver an improved cost operating model. Accountability included managing and developing the portfolio to exceed national benchmarks, and championing change to ensure that the products lead the market in customer experience.

Managed the performance of Optus’ portfolio of Fixed ‘On-Network’ products, including responsibility for the products’ process, IT and regulatory compliance for Consumer and Small and Medium Business groups. The management of this $1+ billion portfolio included driving operational efficiencies, profit margin and customer experience while reducing churn. This role was accountable for the customer support and end to end operation of the product portfolio, as well as identifying and implementing product development initiatives to ensure efficiency whilst maintaining product innovation.

Responsible for identifying and evaluating new product requests and product changes including scoping and requirements gathering for IT changes for the fixed product portfolio for the Consumer and Small and Medium Business segments. This included leading cross functional and virtual teams within Optus and external suppliers to deliver strategically aligned IT changes on time and on budget. This role included managing risks and developing mitigations, incorporating behavioural change management using ADKAR methodology, strong stakeholder management and negotiations.

Identified, developed and implemented initiatives to deliver revenue and customer experience targets through a mix of process, system and people driven changes for the Small and Medium Business segment. This included ideation and delivery aspects of projects including customer journey mapping, root cause analysis, project and budget management, benefit tracking, change management and execution through leading virtual teams.

Commenced at Optus in a customer facing customer service role. During this time I also was a staff trainer, instructional designer, team leader and a quality assurance executive. This included delivering against customer experience and performance targets, coaching and assessing staff, designing and facilitating training.