Experience

• 

  Anz

  Jan 2008 - Jan 2014

  Design and execute ANZ’s contact centre strategy, incorporating best practise to achieve the best outcomes for customers, staff and shareholders. Achievements- Project Manager for the increase of sales capability in ANZ Direct, Wellington through transitioning 40 FTE (full time equivalent) of roles from the Melbourne Inbound Sales team to Wellington, New Zealand.- Developed the strategy to transition 70 FTE of roles from Melbourne to Wellington for Mortgage and Credit Cards businesses, improving ANZ’s business continuity capability and developing career path opportunities for staff working for ANZ in Wellington. Voir moins Execute outsourcing/offshoring projects from business case and design, through to completion, helping to support ANZ’s super regional strategy.Achievements- Successful transition of 20 FTE from the Customer Email team from Melbourne to Bangalore, India.- Successful transition of 40 Inbound Sales FTE from Melbourne to Wellington, New Zealand- Successful transition of 34 Retail and Internet Banking Solutions FTE from Melbourne to Wellington- Successful transition of 30 Overnight FTE from Melbourne to Wellington- All projects delivered on time and under budget Voir moins Provide analysis and insight into how the ANZ Direct Mulgrave business is performing whilst making recommendations on how to deliver a seamless customer experience through an empowered workforce with first class efficiency.Achievements- Successfully piloted Portfolio Sales (Credit Card products) in Retail Servicing and built a sales capability in Retail Servicing (Sales activities in a Customer Service focused team)- Successfully implemented the Cross Stream Step Up Team Leader pool- Returned a 100% compliant VWA Audit by effectively working with the site co-ordinator team- Successfully recommended changes to competency calculations for Group 5 and 6 Retail Servicing staff. Voir moins Lead and inspire a group of >15 highly skilled frontline Mortgage consultants to deliver outperformance across business metrics. Provide insight and analysis on best practise methods to improve productivity and deliver an engaged workforce. Strategically manage three contact centres to ensure delivery to assigned goals such as Customer Charter and Satisfaction, cost task, engagement and productivity improvementAchievements- Delivered a 97% staff engagement score- Develop Step Up Team Leaders and assist Contact Centre Manager to drive performance improvement in existing Team Leaders- Project Management – including introduction of Case Management, Queue Management, Engagement team, Resolution Officer, Process coaches, Quality Assurance Action Plans, Customer Satisfaction Action Plans, Staff Engagement Survey Action Plans Voir moins

  • Senior Contact Centre Design Analyst

    Jan 2014 - Jan 2014

  • Retention Lead (Contact Centre Manager)

    Oct 2013 - Mar 2014

  • Project Manager

    Jan 2013 - Sept 2013

  • Business Performance & Operations Manager

    Oct 2011 - Jan 2013

  • Senior Team Leader, Mortgage Solutions

    Nov 2009 - Sept 2011

  • Team Leader, Internet Banking Solutions

    Jan 2008 - Oct 2009
• 

  Origin energy

  Jan 2014 - Jan 2019

  Lead for Origin's Customer Service Contact Centre optimisation through development of best practice customer experience processes, support structures, call elimination programs and complex issue management. National Lead for the 'off phone' Customer Service functions including:- Case Management teams who manage complex customer issues through to resolution- Customer Liaison team who manage our email channel for customers who contact us online- Digital & Social team who support Origin's online self service portal and respond to customers who raise enquiries via Social Media- Live Chat team who support customers on the Origin website with their sales and service needsAchievements- Received the 2019 Reader's Digest Quality Service Award for the best customer service by a Gas & Electricity company, as voted by their subscribers. - Implemented the Live Chat channel for Origin and quickly expanded the team from 8 FTE to 28, taking over 100,000 chats in the first 6 months- Social Media Team was recognised as the #1 Social team nationally for Gas & Electricity retailers- Reduced email response SLA from >5 days to <1 day resulting in a 20 point rise in NPS- Significantly reduced ombudsman complaints through optimisation of escalation processes and redefining case management Voir moins Lead and inspire 100+ contact centre agents to support Origin Energy retail solar and small-medium enterprise (SME) business customers. This includes correspondence and case management agents who support customers through their channel of choice or provide solutions to complex customer issues.Achievements- Improvement of Net Promoter Score (NPS) from -65 for SME customers to +4 through effective performance management, coaching and staff engagement- Year on Year growth in sales performance by ~10% through effective development of staff to have great sales conversations- Lead the development and delivery of a Health & Wellbeing program for over 1300 employees in Origin's Retail division to improve engagement, environment and education. Received the Origin Clark Boyer Award in recognition of this program's contribution to Health & Wellbeing Voir moins Work with Contact Centre and Operations Managers to improve contact centre performance and agent capability through the delivery of distinctly unique, best practice and sustained improvements.Achievements- Delivered new operating model for Customer Services resulting in placing 600+ team members into a new structure to support better Sales and Service conversations- Increased capability of frontline agents, Team Leaders and Operations Managers through effective change management, coaching and training- Development of new reporting capability to enable improvements to day to day operations in the contact centres- Initial development of a leadership talent identification and training program to set up new leaders with the skills and capabilities required to lead a frontline team Voir moins

  • Operations Manager, Specialist Segments

    Jan 2017 - Jan 2019

  • Operations Manager, Origin Business Centre & Solar Resolutions

    Jan 2015 - Jan 2017

  • Operations and Leadership Optimisation Manager

    Jan 2014 - Jan 2015
• 

  Nab

  Jan 2019 - now

  Head of NAB's Personal Direct Messaging channels for Personal Bank customersAchievements- Successfully partnered NAB's Personal Bank with The Resilience Project to deliver improved wellbeing resources for 3400+ colleagues. This resulted in a 5 point improvement in Wellbeing scores and as a result I was recognised as a NAB Honouree, a privilege afforded to 1% of colleagues at NAB who make a difference - Successfully implemented NAB's partnership with the Victorian government's First Home Loan Deposit Scheme to enable more first home buyers access to purchase property- Successfully implemented the transition of NAB's digital contact channel from Live Chat to asynchronous messaging enabling customers access to faster, more convenient ways to have digital conversations about their consumer banking needs- Designed, developed and delivered a Colleague Engagement Program that lifted Colleague engagement from 77 to 84 for the Personal Direct contact centre, a large business of ~1,000 people Voir moins Lead and inspire 100+ personal bankers to provide an exceptional customer experience and help their customers achieve their dreams of buying a property or building their investment portfolio.Achievements- Successfully transitioned the entire Home Lending contact centre to working from home due to the COVID-19 pandemic. We were able to mobilise what was previously not available to contact centre bankers in under 4 days!- Reduction in external attrition from 36% to 16% in under 12 months through investment in banker development and engagement Voir moins

  • Head of Contact Centre Enablement

    Oct 2024 - now

  • Head of Specialised Channels

    Oct 2020 - Oct 2024

  • Manager, Consumer Home Lending

    Jan 2019 - Sept 2020