Experience

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  Melbourne grammar school

  Apr 2017 - Feb 2019

  Head barista

  As Head Barista, I performed inventory management, ensuring adequate supplies in our fast-paced environment. In my day-to-day I skillfully managed coffee orders in an effort to provide top-notch experiences, even if it just was the customer's morning coffee. I also played a leadership role in training new employees and volunteers, to ensure we maintained high customer experience standards.

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  Exodus

  May 2019 - Sept 2021

  Oversaw and revitalized the Exodus Knowledge Base, optimizing it with unified guidelines and ensuring up-to-date content in response to ecosystem changes. Maintaining a vast library of over 150 customer-facing informative articles and successfully restructured and optimized the KB. I developed Python-based tools to access APIs and extract website data and user behavior metrics, enabling data-driven decision-making whilst promoting cross-departmental collaboration. In additional I set up peer reviews, and conducted colleague training, emphasizing data-driven decision-making. My goal was to provide comprehensible guides to empower customers to help themselves. Show less

  • Copywriter & Documentation Analyst

    Nov 2020 - Sept 2021

  • Knowledge Base Lead

    Dec 2019 - Sept 2021

  • Customer Support Engineer

    May 2019 - Dec 2019
• 

  Monash university

  Oct 2020 - Jun 2022

  I played a pivotal role in the Fintech Bootcamp, collaborating with Trilogy Education and Monash University to guide multiple student cohorts as well as undertaking the first cohort offered in Australia. My responsibilities included comprehensive guidance, everything from career advice to programming support, to machine learning fundamentals, all the way to blockchain concepts, and of course curriculum instruction. I covered Financial Fundamentals, Financial markets and stock trading, Python Programming, Machine Learning techniques, and Blockchain/Cryptocurrency applications, matching the learning material to real world use cases where students eventually combined all the tools they learnt into final projects. I also conducted group tutoring sessions for personalized learning and addressing additional questions beyond the standard curriculum.See the course in the attached media. Show less

  • Teaching Assistant Substitute

    Jan 2022 - Jun 2022

  • Teacher & Group Tutor Leader at Monash University FinTech Bootcamp

    Oct 2020 - Jan 2022
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  Self-employed

  Oct 2021 - now

  Private mathematics tutor

  I provide high-quality tutoring sessions across a broad spectrum of mathematical disciplines, catering to a diverse audience ranging from high school students seeking foundational knowledge to university-level students in pursuit of advanced mathematical knowledge.

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  Nab

  Oct 2021 - now

  My role as product owner has evolved to supporting initiatives within the contact centre that enhance our front line banker experience through generative AI capabilities. I have moved from an advisory role on generative AI to applying this technology to suitable pain points in our front line bankers’ ways of working. Once a generative AI capability has been ideated, I collaborate with various teams to work through an experimental phase, pilot phase, and finally a production phase - ensuring all elements of the technology are rigorously tested to ensure each solution is fit for purpose. Show less I support the curation and prioritization of the Virtual Assistant's backlog with a customer-first mindset, including all the necessary processes a product owner undertakes in tandem with aligning to our enterprise strategy.Notably I have delivered significant improvements including a 130% increase in customer engagement twice, the introduction of an effective NPS feedback mechanism that previously never existed for the channel, successful validation of new analytical tools, the implementation of a self-serve feature reducing handling time and costs, expanding the Virtual Assistant into all social channels thereby increasing the volume of the VA significantly whilst also driving down costs in the contact centre, and creating the vision for our premier customers inside the Virtual Assistant experience and delivering that vision into production.In addition, I support, guide, and advise on generative AI capabilities across NAB. My role involves shaping use-cases, supporting the establishment of new generative AI processes, and participating in regular stand-up sessions to clarify potential risks and develop forward-thinking strategies to maximize generative AI's value and alignment as it evolves within NAB. Show less I led the analytics in the team that achieved recognition as finalists in the "Best use of customer data and insights to improve CX" category at the 2022 CX-awards. My responsibilities included cleaning Virtual Assistant transcript data, maintaining NLP/NLU machine learning models, and utilizing Python libraries like Pandas, NLTK, and spaCy, supported by Adobe analytics. My focus was to understand customer segments and automate data analytics for both the Virtual Assistant and customer behavior. Additionally, I conducted research in data science and generative A.I. techniques to enhance the Virtual Assistant's capabilities, focusing on areas like summarization, intent overlaps, and NLU improvements. Having been one of the first people at NAB to conduct studies into generative A.I. and its potential value.This was an analyst/data scientist role. Show less Utilizing human centred design and a data-driven approach, I promoted meaningful customer interactions by engaging customers in conversations that are actually helpful, and importantly natural, firstly ensuring the Virtual Assistant was trained on the correct intents to understand our customer needs and then using Conversation Design best practices to complete the experience journey. Enhancing the overall way our customers choose to do their banking by creating the bank's most useful Virtual Assistant. Show less

  • Technical genAI Product Owner

    Nov 2024 - now

  • Virtual Assistant AI Product Owner

    Oct 2022 - Nov 2024

  • Conversational Analyst/Data Scientist

    Dec 2021 - Oct 2022

  • Conversational Designer

    Oct 2021 - Dec 2021