Profile

Mrs,
Customer Experience Leadership Board,
People CX

Contact Details

People CX
Sydney

Bio

I am driven to inspire, support and guide people to find joy and fulfilment so that they and I can be the best versions of ourselves.

I have worked in Customer & Employee Experience longer than those terms have existed! Through my experience in Financial Services, Transport & Logistics, Retail, Utilities and Research industries, I have developed and refined my skills and experience in CX & EX management and people leadership in both physical and digital environments.

My raison d'être has always been to support, coach and mentor individuals, teams and organisations – igniting their belief in themselves and in their people to succeed and accelerate change. My latest venture aims to leverage my strong skills in strategy development, executive and leadership coaching and exposure to global best practice, partnering with organisations to support their growth and transformation initiatives.

I have extensive practical experience in CX & EX strategy development and implementation, customer journey mapping, research and measurement, the application of behavioural economics theory and have helped companies navigate the links between Marketing, IT and Customer Insights through a "human truth" approach. My experience in Learning & Development and Contact Centre operations has also provided me with the insight to successfully operationalise strategies across multiple touch points and channels and gain traction in "real world" situations.

Industry

  • Business Services

Job History

Ergon Energy (Retail)
Customer Experience Manager
Brisbane
March 2015 - present

Auto & General Services
Customer Experience Manager
November 2012 - March 2015

ATA - QLD Chapter
Chair of Professional Development Commitee
January 2012 - May 2014

A&G Insurance Services
Training Manager, Call Centre Operations
February 2009 - October 2012

Australian Teleservices Assoc
QLD Chapter Chair
January 2010 - December 2011

Australia Post
National Skilling Coordinator, Contact Centre Channel
November 2006 - December 2008

Australia Post
Training & Recruitment Coordinator
April 2002 - November 2006

Galaxy TV
Customer Service Consultant
January 1995 - January 1995

Designation

  • CCXP