Amber Minton

• Enhanced key service levels by implementing centralized network strategy for contact centre operations and call routing.
• Executed phone payment system integration to reduce risk of PCI breaches through tailored training programs.
• Received Annual Award for Enterprise Excellence for leading digital platform adoption through strategic incentive initiatives.
• Revised branch business hours to foster employee engagement while achieving cost reductions.
• Oversaw daily operations of contact centres across 12 branches, enhancing real-time management and workforce optimization.
• Managed growth and performance of all contact centre platforms, aligning them with global dealership strategies.
• Facilitated procurement processes and contract negotiations for managed services to optimize operational effectiveness.
• Developed quality management frameworks and coaching plans to promote continuous improvement within teams.

• Implemented processes that boosted proactive outbound call productivity, increasing member advice opportunities and financial advisor appointments.
• Contributed to maintaining key service levels in accordance with board KPIs.
• Led high-volume inbound and outbound teams in Member Services, ensuring accurate general advice delivery on Superannuation offerings.
• Cultivated understanding of group and divisional strategies to align team efforts with core values and objectives.
• Provided ongoing training, development, and coaching for RG146 compliant employees.
• Guided team through organizational change management during merger of QSuper and Sunsuper into Australian Retirement Trust.
• Identified continuous improvement opportunities, enhancing work practices, member experiences, and service delivery.
• Conducted quality management evaluations to ensure staff compliance with established standards.

• Conducted pre-operative assessments to prepare patients for surgery and drug administration.
• Administered drugs, assisted with surgical anesthesia, and participated in intraoperative emergency triage.
• Ensured timely operations by managing theatre schedules and patient arrivals effectively.
• Monitored post-operative patients to evaluate readiness for discharge or transfer to wards.
• Updated patient records and maintained observation charts for accurate medical documentation.
• Communicated clearly with theatre team members, including doctors, nurses, and pharmacy staff.
• Prioritized safety for patients, self, and colleagues throughout all procedures.

• Reviewed skills development program for new trainees, enhancing onboarding processes and reducing short-term attrition.
• Collaborated with senior leadership and industrial relations teams to restructure contact center operations.
• Managed operations of four large teams within a fast-paced statewide contact center.
• Ensured compliance with service levels, governing policies, and financial transaction legislation.
• Analyzed data to identify continuous improvement opportunities in business processes and staff capability.
• Coordinated with IT to implement effective call routing strategies that met service level requirements.
• Optimized resource management to balance service delivery with necessary training and work-life balance for frontline staff.
• Fostered team-building activities that aligned with RACQ values and supported change management initiatives.

Led a team of 30, establishing clear expectations and motivating members to achieve operational goals.

• Designed and delivered training programs to maintain consultant competency and meet performance targets.
• Managed operations for four large teams, including skills development for new contact center staff.
• Ensured compliance with service levels, policies, procedures, and legislative requirements.
• Analyzed business processes to identify improvement opportunities and developed initiatives for continuous enhancement.
• Executed learning and development programs targeting skill gaps and aligning with key performance metrics.
• Conducted performance analysis and reporting while managing change for upgraded systems and software.
• Fostered collaboration through team-building activities and integrated organizational values into all training.