Bio

A confident communicator who can translate high-level strategy to a broad range of stakeholders, I am a natural relationship builder which lends itself to the leadership of teams, coaching, mediation and delivery of operational outcomes. With extensive senior leadership experience across all facets of contact centre operations, my multi-disciplinary background spans' customer experience, sales, operations, technology, workforce management, customer service, governance and quality assurance. I have a proven history in the delivery of strategic and operational objectives, revenue growth, change management and navigating teams through periods of disruption across several roles. Analytical by nature with strong business acumen and commercial awareness, I understand the importance of considering the broader impacts on both people and financials in meeting project delivery targets and customer expectations. Taking a balanced approach and applying a customer-centric lens, I have successfully delivered departmental initiatives and business-wide objectives. These initiatives have enhanced customer outcomes, offered operational efficiencies and provided a positive return on investment in line with continuous improvement objectives.