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Team Leader
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Service Delivery Team Manager
Acts as primary client liaison across five lines of business for US clients, leading business reviews, calibration sessions, and regular governance meetings.. Directs workforce and schedule planning, including leave and holiday coverage, to keep support running smoothly and without interruption.. Resolves escalations and stakeholder issues promptly, maintaining clear communication workflows aligned to company values and service standards.
Account Manager
Managed 21 lines of business and 65 staff across Australian and Canadian accounts as client coach and primary point of contact.. Led regular client meetings, bridging local operations and overseas clients to keep projects aligned and on track.. Coordinated leave and staffing plans to ensure seamless, uninterrupted client service.
Operations Team Manager
Supported two lines of business for a logistics campaign (25 staff), building a single-source playbook that documented processes and engagement programmes.. Documented repeatable processes and improvements to streamline daily workflows and support future scale.. Led weekly client interactions focused on growth, helping the campaign consistently meet its targets.
Operations Team Leader
Led a team of 12 across customer service and technical support, focusing on first-contact resolution, handling time, and attendance.. Designed a performance programme that delivered the site’s best handling-time and attendance results for three consecutive months.. Conducted interviews and supported onboarding, certifying new starters as production-ready.
Team Manager
Led a team of 10 on a customer service account exclusively for UK customers, driving performance through coaching and clear KPI guidance.. Led employee engagement, rewards, and recognition initiatives.
Sales Supervisor
Scaled an outbound sales campaign for an Australian client from 4 to 16 agents, driving results through coaching and motivation.. Worked closely with the client on candidate screening, sales scripts, and training materials to ensure targets were met.
Radio Presenter & Events Host
Hosted live radio programmes and anchored talk shows, producing engaging on-air content and building strong rapport with a regular audience.. Curated and delivered contemporary content tailored to listener interests, maintaining a consistent on-brand tone across every broadcast.. Hosted live events and showcased emerging independent artists, managing run-of-show and audience engagement end to end.
Radio Presenter & Marketing Staff
Presented live radio content and anchored talk shows, engaging audiences with contemporary programming.. Supported marketing activities, contributing to promotion and audience growth.
T-Mobile Representative
customer service, technical support, and soft sales for a telecoms campaign.
Senior Collections Specialist
mentor and SME for new starters; managed collections for Allied Interstate and HSBC Recoveries.
Customer Retention & Technical Support / SME
SME for a pioneer retention account; handled escalations, retention, and technical support.
Call Centre Agent
customer service, sales, and retention; outbound sales for DELL Broadband Solutions.