Penny Garrett

Experience

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  Department of Justice and Community Safety, Victoria

  Feb 2004 - Feb 2007

  Senior Prison Officer

  During my tenure with Corrections Victoria, I was appointed to a number of senior roles, from an initial role as a Prison Officer to a promotion to Senior Officer after only 18months, becoming one of the youngest people promoted to this position. I also successfully applied for secondments managing prisoner programs and training a new squad of recruits before deciding to travel overseas and ultimately pursuing a new career path.

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  Reliance Facilities Management Ltd.

  May 2007 - Jul 2009

  Learning and Development Manager

  Promoted to function manager within my first year, I was responsible for L&D strategy, operational management and delivery of development programs covering at all levels of the organisation across the UK. I expanded the function to enable uplift in culture and organisational capability through the establishment of employee engagement programs, participatory ideation and improvement initiatives and reward schemes. Winning awards for collaboration and leadership, I worked closely with senior executives and management to achieve significant improvements for both the function and the organisational overall. Show less

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  Johnson & Johnson

  Jul 2009 - Mar 2014

  During my previous role focused on processes and central system development, I identified a number of commercial policy and service opportunities that would benefit our business and/or customers. I was responsible for proposing and aligning the benefits with the APAC board, developing an implementation road map and monitoring execution Leading a major review of disparate customer services and operational business process across APAC, I successfully proposed and aligned changes with the APAC board and senior management groups in 11 countries. Aligned to these changes, I led the delivery team responsible for the design and implementation of a single, regional SAP instance and consistent regional operational procedures that were then successfully were rolled out across all markets. Responsible for the strategy, management and performance of Supply Chain and Customer Services covering 14 markets, through 5 cluster leads and more than 120 team members. I successfully led key improvement initiatives and projects focused on service uplift, cost reduction alignment to wider commercial strategies Responsible for developing and delivering an organizational L&D strategy, aligned to the goals and vision of the all departments with key metrics and success indicators to measure improvements and leading the implementation of communication, collaboration and innovation streams

  • APAC Customer & Commercial Policy Transformation Lead

    Feb 2013 - Mar 2014

  • APAC Customer Service & Operational Process Mgr

    Sept 2011 - Jan 2013

  • EMA Regional Customer Service Manager

    Feb 2010 - Sept 2011

  • EMA Learning Development Manager

    Jul 2009 - Jan 2010
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  CUA - Credit Union Australia Limited

  Aug 2014 - Nov 2016

  National Services Manager - Digital and Direct

  Management of a large customer service department responsible for services across all digital and direct customer channels. Responsibilities included functional management for account opening, customer care, sales referrals and insurance. Channels included telephony, social media, email and chat services and day to day management of Melbourne hub.Through large scale transformation the department doubled results in sales referrals and quality and vastly increased both engagement and culture as measured by employee surveys. Show less

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  RMIT University

  Dec 2016 - Dec 2022

  Senior leadership of student digital experiences, accountable for strategic roadmap development and execution, leveraging data and voice of customer insights to achieve measurable benefits and outcomes. Remit includes identifying strategic and innovative opportunities, establishing prioritised missions, designing solutions, leading agile delivery models and ongoing provision of services across the student (or customer) lifecycle.

  • Associate Director, Student Experience

    Oct 2022 - Dec 2022

  • Senior Manager, Student Experience

    Dec 2016 - Oct 2022
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  PennyMeg Consulting

  Dec 2021 - now

  Sole Trader / Proprietor

  Operating as a sole trader I have provided consulting services within the Australian Education sector as well as global suppliers of digital solutions and services. Consulting expertise include strategy, market positioning, product development, customer experience and operating model transformation. Testimonials/references available.

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  Microsoft

  Dec 2022 - now

  A Global role in the Customer Success unit, I work to define and architect Microsoft’s Business Strategy and associated execution frameworks to drive adoption of Microsoft Copilot. The role requires high levels of collaborative and orchestration across data and insights, product, technical, field, GTM, marketing and partner teams to enable best in class solutions and enablement offerings for our customers and users. By doing this, we enable customers to realise true business value through this amazing product. Copilot will not only substantially change the technical landscape, but the way we all work. Show less

  • Global CSU Business Strategy Architect | Copilot

    Feb 2024 - now

  • Cloud Solution Architect / CSM

    Dec 2022 - Feb 2024