Barbara-Nova Cameron

• Performed an in-depth examination of Capricorns current state of consumer focus maturity.
• Created and executed the Capricorn Community Centricity program, setting the stage for the overall direction of Capricorns group strategy.
• Established strong professional relationships across all disciplines and hierarchies at Capricorn Society and Capricorn Mutual.
• Ensured optimal outcomes by resolving conflicts stemming from understanding business relationships within group.
• Partnered with the Organizational Development Manager and Executive to establish coherence between new values and Capricorn Community Centricity.
• Implemented an effective change program to drive the transformation of Capricorn's Community Centricity culture.
• Developed and analyzed key performance indicators to evaluate results and establish measurement criteria for areas of ambiguity.
• Established balanced scorecard to measure overarching performance of Capricorn Community Centricity Program.
• Spearheaded a Research and Insight program to enhance transactional, product, and brand performance.
• Applied data-driven approaches and research insights to ensure the success of Capricorn Community Centricity initiatives in collaboration with Operations and Support areas.
• Led research, documentation and validation of processes and experiences to review current state for customers, stakeholders, and team members.
• Organized and led workshops focused on fostering diverse thinking and enriching development initiatives.
• Worked closely with various teams to track and analyze progress of improvement initiatives using key metrics.
• Applied qualitative and quantitative data to effectively communicate current performance through reporting, visual displays, and compelling storytelling.
• Aided team leaders in the utilization of CX tools to successfully identify and implement value added services and products.
• Assisted in comprehending industry dialogue and culture by providing external communications guidance.
• Delivered comprehensive reports on relevant industry challenges to executives and innovation teams
• Collaborated with innovation team, providing value in their initiatives and eliminating duplication of effort.
• Collaborated with People and Culture to create practical and interactive methods for the implementation of Capricorn Community Centricity.
• Leading and developing team members to create set specific timely objectives and measurements of success.
• Implemented effective coaching techniques, training, and performance reviews to track achievement of agreed goals.
• Integrated the use of the 70, 30, 10 tool to support team members' professional development and industry expertise.

• Maintained and nurtured robust connections with stakeholders across various organizational hierarchies.
• Creating and embedding a Member centric strategy focusing on Member insight, processes, systems, performance measurement & Member culture.
• Guided Senior Leaders in developing team capabilities to lead performance enhancement initiatives.
• Generated value for Members through the deliberate creation of engaging member experiences.
• Embedded skills, knowledge, and behavioral solutions/training to foster Member experience enhancement and fuel individual, team, and Motoring business growth.
• Created effective measurement methodologies and tools emphasizing the quantifiable and qualitative benefits derived from giving priority to Member needs.
• Designed purposeful member experiences using internal member insight including NPS verbatim, Voice of the Member feedback, and Member data.
• Guided teams to promptly resolve Member experience issues through impactful communication and problem-solving skills.
• Created and managed measurable plans for proactive management of operational issues, enhancing positive experiences.
• Managed and evaluated return on investment for delivering optimal Member experiences.
• Interrogating operational and Member data to understand daily indicators that dictate critical points of failure or success in the experience we are offering.
• Utilized data analysis techniques to identify correlations between operational and Member measures.
• Developed a custom benchmarking tool - Motoring Member Experience Maturity Model - to identify key practices for building an optimized Member experience culture.
• Managed Member feedback surveys for 7 different products, gathering valuable insights.
• Implemented behavioural scenario testing to enhance response quality and decrease survey length, resulting in increased participation.
• Constructed and conducted engaging workshops to analyse the Member experience journey, incorporating Member feedback, and operational data to identify and overcome limiting mindsets.
• Led identification, prioritization, planning and implementation of Member experience enhancing initiatives.
• Took charge in first identifying the need, advocating for, and leading the discovery phase of the Group Member Centered Blueprint.
• Streamlined frontline user access to information through a user-friendly knowledge management system, resulting in quicker resolution of inquiries.
• Streamlined divisional document control procedures, resulting in enhanced efficiency and reduced overhead costs.

• Directed the development and oversight of business plan, budget, and initiatives for a 24-hour contact centre consisting of 130 fte.
• Oversaw multi-channel forecasting for the contact centre spanning short, medium, and long-term timeframes.
• Played an active role in shaping the strategic plan for RAC Motoring division.
• Introduced and embedded a behavioural sales solution program to maximise Member acquisition,relationship and retention.
• Developed and continuously improved a quality assurance program in line with evolving member and customer expectations.
• Introduced sales and solution key performance indicators that were adaptive, incorporating total opportunities that were presented.
• Designed and implemented centre, team and individual balanced scorecards that provided near real time adaptive targets and current performance against KPI's.
• Developed a flexible learning pathway for all employees, tailored to support both new and ongoing product and group initiatives.
• Optimized leader development efforts by offering needs analysis, coaching expertise, and impactful leadership approaches.
• Negotiated the Contact Centre and Logistics enterprise bargaining agreement with successful outcomes.
• Maintained financial discipline in the Contact Centre, leading to the successful attainment of operating and expense goals.
• Developed and nurtured strong business connections to facilitate the implementation and integration of essential marketing and product strategies.
• Drove the evolution of the RAC brand by devising effective strategies that empowered frontline staff with a deep understanding of the importance of change, motivation for involvement, and practical know-how.
• Implemented budgeting, planning, and initiatives to exceed regulatory obligations and support Health and Safety policies.
• Aided in the establishment and integration of an effective Emergency Control & Health & Safety framework at Collier Pass.
• Created and facilitated front line resiliency programs, guaranteeing success in a dynamic work environment.
• Developed and contributed to multiple Motoring business plans in order to set and achieve realistic stretch targets.
• Developed initiatives and plans to drive performance improvement outcomes
• Established a visual and performance indicator pathway to showcase team's role in achieving the objectives of group RAC Strategy.

Centre Manager – Recoveries Risk and Fraud

• Operationally responsible for Recoveries, Risk and Fraud including the inbound and outbound Contact Centre functions, external fraud, dealer channel, hardship, credit assessment, outside credit collection and sale of debt program.
• Managed a senior specialist leadership team of 6 ~80 indirect reports, across multiple complex functions and sites to achieve and exceed all collections performance targets.
• Enhanced the learning and growth of leaders and teams across various geographical locations through a detailed performance, learning, communication and growth plan.
• Led the development and management of the strategic business plan, budget & business initiatives.
• Implemented Sale of Debt Panel expansion and program redesign, delivering incremental revenue >$35M over 3 years.
• Forecasted and adhered to business unit budgetary requirements; including internal/external labour.
• Optimised Fraud detection & mitigation strategies, establishing collaborative program of work with key stakeholders.
• Proposed, implemented a referral panel program successfully negotiating performance-based referral agreements.
• Strengthened vendor relationships by skillfully managing contracts, conducting performance reviews, addressing disputes, and maintaining regulatory compliance.
• Created and maintained quality assurance programs specific to each workgroup within Recoveries, Risk and Fraud.
• Conducted Recoveries process reviews of Telstra’s adherence to legislative requirements regarding referral, sale of debt and default listing; consulting legal advice where required to ensure risks were eliminated.
• Established an audit framework for complaint responses in Recoveries, Risk and Fraud; inclusive of internal and Ombudsman level 1, 2 and 3.
• Effectively managed Credit Management’s complaint reduction strategy, improving customer experience by establishing and addressing complaint root cause framework.
• Led the implementation of various customer advocacy programs within Telstra Group.
• Represented division in being the lead for Value Service Culture program.
• Established and represented Telstra at Telecommunications Hardship Workshops alongside industry consumer groups, TIO, ACMA.

Centre Manager – Melbourne Operations

• Responsible for leading and managing a Contact Centre comprising 12 direct reports and 180 indirect reports.
• Responsible for leading the development and management of the strategic business plan, budget, and key business initiatives.
• Created a high-performing and dynamic team that consistently met business objectives through strategic coaching and mentoring.
• Successfully designed and executed comprehensive Team Leader Succession Program that closed competency gaps, enhanced employee retention rates, and nurtured a highly skilled talent pool.
• Pioneering innovative recruitment techniques for assessing top performers' critical job proficiencies, defining standards for vital attributes, and identifying requisite capabilities. Incorporated blind recruitment activities.
• Streamlined recruitment selection approaches through collaboration with agency partners including anonomised practices, assessment centre methodologies, and psychometric tests
• Established and deployed feedback mechanisms to deliver ongoing improvement activities.
• Created and facilitated change and communication programs to improve engagement and promote adoption of improvement initiatives.
• Established and maintained effective working relationships with peer groups and key internal/external stakeholders to achievement of business objectives.

Key Lead - Initial International Industry Partner Implementation.

• Proved exemplary skills in maintaining strict confidentiality and displaying great proficiency.
• Re-Engineered induction program to meet the objective success, learning about and accommodating for cultural differences.
• Successfully nurtured key relationships to assist with the delivery of program deliverables.
• Adapted quickly and effectively to the change in environment, understanding cultural diversity and aligning communication approach to ensure mutual objectives were met.
• Established and deployed feedback mechanisms to deliver ongoing improvement of outsourcing program post implementation.

Team Leader (Various teams across Perth & Melbourne)

• Providing coaching, mentoring and development for up to 15 fte.
• Delivered tailored and effective SMART coaching sessions, resulting in significant improvements in meeting key performance indicators.
• Developed and implemented call quality frameworks, establishing regular call calibration sessions that ensured consistently high performance levels, resulting in improved customer satisfaction, team engagement as well as increased peer confidence.
• Facilitated regular front line focus groups to improve performance, refine procedures and processes enhancing customer satisfaction and operational efficiency and effectiveness.
• Successfully created and led cross business focus groups, working on achieving shared goals whilst not compromising on one core division metrics.
• Key lead in the creation and implementation of a five-year change program to support IT transformation program.