Melbourne, Victoria, Australia
I am a people-focused leader with 15+ years of experience delivering exceptional customer outcomes, leading high-performing teams, and supporting business transformation through insight, collaboration, and operational excellence. I bring a strong understanding of the customer journey, a hands-on and supportive leadership style, and a proven ability to contribute to projects that shape better processes, enhance team performance, and deliver consistent service excellence. My focus has always been on creating meaningful outcomes for customers, teams, and the wider business through insight, collaboration, and continuous improvement. Over the course of my career, I have worked closely with cross-functional stakeholders to bring the voice of the customer into decision-making, support strategic initiatives, and lead teams through change with empathy and clarity. I thrive in roles that allow me to build people up, solve problems creatively, and contribute to continuous improvement in fast-paced, customer-driven environments. I am now looking to connect with like-minded professionals and explore new leadership opportunities where I can continue making a positive difference in both team and customer outcomes.
In my current role, I lead a passionate and skilled customer support team to deliver exceptional service across multiple channels. I champion digital transformation and self-serve strategies across the Bpme app, live chat and chatbot and portals. I manage complex customer escalations, oversee complaint resolution processes, and conduct root cause analysis to drive improvements. I also support onboarding and training, coach new and existing staff, and serve as a Salesforce CRM Coach. Beyond daily operations, I have been actively involved in cross-departmental project work, offering insight on customer journeys and touchpoints. I regularly collaborate with both internal teams and external partners to improve service design, implement new processes, and ensure a seamless experience for our customers. My focus on team engagement, people development, and strategic input has contributed to both customer satisfaction and operational success.
Over 12 years at Emirates, I gained extensive experience resolving high-pressure escalations and delivering exceptional service in a fast-paced global contact centre. I assisted in coaching and training and was the subject matter expert in Loyalty. I provided insights towards the development and implementation of product enhancements and digital transformation including self-serve strategies. I upheld quality standards and consistently met sales targets, helped lower call handling times, and was recognized with a DVP Award for Best Employee along with multiple "Star of the Month" wins.
In this foundational leadership role, I was responsible for the development of product and system enhancements and driving self-serve strategies. I managed customer complaints, coached staff, and implemented performance improvement strategies to elevate service standards. I deputized as the Contact Centre Manager and supported the creation of training modules, onboarding, and hiring processes. I also contributed to the setup of the bank’s contact centre operations, building strong foundations for customer engagement and team development.