CAROLINE SHEPHERD
Management Consultant
Perth,WA
Summary
As a passionate advocate for people-centric business growth strategies, I focus on creating exceptional experiences for customers and your staff from the ground up, with a track record of recruiting, engaging and empowering large cross-functional teams, driving innovation and growth through clear communication of a shared vision, delivering well-designed and executed strategies across diverse industries, leveraging technology and consistently delivering great outcomes on purpose.
Overview
13
13
years of professional experience
Work History
Head of Customer
Kinatico
02.2023 - 12.2024
- Redesigning Customer Service delivery, Customer Experience and SME Sales AU, NZ & PHP
- NPS consistently above +60 peaking at +70 in Q3/24
- Focus on talent management, increasing employee engagement by 10% within 12 months
- Reduced monthly unplanned leave by over 30% within 12 months through consistent delivery of staff engagement initiatives
- Consistently delivering all operational SLAs within 6 months, through the establishment of best practice operational cadences including leave management, workforce management and leveraging performance tools like Culture Amp, Teams and Genesys Pure Cloud technology
- End-to-end process documentation and reengineering program using Lean Six Sigma methodologies increasing resource efficiency by over 20%
- Offshore service delivery enhancements and cost reduction increasing productivity by over 20%
- Delivery of marketing automation and outbound contact capability using Salesforce Account Engagement
- Driver of customer-first strategic alignment across the group
- Optimising customer experience through technology insights and data
- Successful reaccreditation of ISO 27001 (2022) and PBSA accreditation
Sales Operations Manager
Kinatico
08.2022 - 02.2023
- Operationalising SaaS Technology Sales
- Salesforce Sales Cloud Product Owner
- Customer Success and Onboarding Program design and implementation
- Salesforce Account Engagement and Segment user journey and contact strategy, campaign design and delivery
Program Manager (Contract)
Two21 Pty Ltd
02.2022 - 06.2022
- SaaS Sales/Customer Experience/Mission Control Implementation
- Manage all aspects of a broad program of Salesforce implementation projects end to end
- Design and deployment of standardised project delivery methodology across the portfolio
- Successfully implemented Mission Control for PM in Salesforce across the portfolio for improved resource and program management
Project Manager (Contract)
MSWA
06.2021 - 02.2022
- Lumary CRM Implementation Project (Salesforce)
- Manage all aspects of the project planning, documentation, schedule, requirements, vendors, testing and data migration
- Highly successful stakeholder engagement and collaboration, facilitation of discovery workshops, process mapping, customer journeys, business analysis, communications and change management planning and delivery with the MSWA Project SME’s and Heads of Department
- Successful delivery of project stages including; initiation, discovery, requirements, scope of work, elaboration, build sprints, functional testing, bug and defect management, UAT test planning, Data Migration planning, system user guides and business process documentation
Project Manager (Contract)
WA Health Support Services
01.2021 - 06.2021
- Vaccinate WA System Implementation (Salesforce Health Cloud, Community Cloud)
- Development and management of complex project schedule and agile technical deployments
- Highly successful stakeholder engagement and collaboration across the broader Health jurisdictions including Australian Immunisation Register (AIR) and other states and territory project managers
- Driving strong relationships with consulting partners and vendors including Deloitte, KPMG, Silver Linings, Own Backup, Eventbrite, Schedulo and Salesforce
- Strong project leadership within an AGILE SCRUM/Dev Ops environment and lead PM for AIR Integration
- Highly effective problem solving, pinch-hitting bottlenecks and issues within a large scale, high profile, high-pressure program
Project Manager (Contract)
Activ Foundation
03.2020 - 12.2020
- Supported Employee Pay and Conditions Review Project
- Regional Roll Out (Salesforce - Lumary and Easy Employer)
- Manage and execute all elements of project planning and governance, adhering to quality standards and best practices, using agile methodology
- Strong compliance focus covering the SCHADS Award, Activ Collective Agreement, Fair Work and project governance
- Highly successful stakeholder engagement and collaboration with internal and external stakeholders including ICT, HR, Exec, PMO, Activ metro and regional sites and external vendors
- Satisfying all requirements on time and receiving sign off from the Activ Board and The Fair Work Ombudsman for satisfactory delivery of all aspects of the enforceable undertaking evidence and business compliance requirements
Management Consultant
Edith Cowan University
10.2018 - 03.2020
- Manager Customer Strategy and Planning -Oct 2018-Mar 2020
- Recruitment and establishment of a professional portfolio of resources including, Data Analysts, Marketing Automation Specialists, Project Managers, Business Development Managers, Systems Developers and Campaign Analysts (10 professional FTE)
- Developed the ECU Customer Experience Vision and CX Strategy for ECU’s 33,000K Customers
- Development and implemented the ECU Salesforce CRM Campaign Governance Framework
- Establishment of Salesforce journeys and marketing automation cross-functional teams
Senior Consultant
BBB Advisory
12.2016 - 03.2020
- Contact Centre Insourcing Assessment Framework (Energy Network Operator)
- Invited to consult due to extensive background with contact centres, retail gas and electricity
- Developed and delivered bespoke contact centre insourcing assessment tool delivered on time and on budget
- Maintained outstanding client relationships, receiving outstanding feedback on the framework
- Customer Experience Channel Review (Energy Network Operator)
- Invited to consult due to extensive background with contact centres, retail gas and electricity
- Developed and delivered bespoke customer experience and channel migration diagnostic tool across all inbound channels
- Maintained outstanding client relationships and effective management a team of 5 contractors
- Delivered comprehensive diagnostic report with data derived recommendations and actionable insights for 24/7 contact centre with efficiencies up to 40% identified
Manager Future Student Recruitment
Edith Cowan University
12.2018 - 06.2019
- Managed team of 8 senior staff and 10 casuals through operational change management
- Establishment of Future Student Vision and Strategy through senior stakeholder engagement, offsite workshops and staff engagement
- Successfully developed and deployed the Future Student Events 12 month Operational Plan, delivering over 700 events and touching over 35,000 prospective students
- Agile Project Management of Digital transformation – Salesforce CRM operational role out
- Initiation of data-led school sales planning program across the 8 schools
- Communicates with influence in reports, strategy, business cases and executive presentations
Contact Centre Specialist/Service Cloud Product Owner
Edith Cowan University
01.2017 - 12.2018
- Service Excellence Program CRM Product Owner within The ECU Salesforce CRM Scrum Team
- Using Lean Agile methods to build efficiencies into the CRM product design and deployment
- Organisational Restructure of ECU Communications Centre growing from 25 FTE to 60 FTE
- Modernisation and redesign of Communications Centre increasing seating capacity from 40 seats to 70 seats
- Executive stakeholder management managing scope and requirement rationalisation from executive to operational levels within a very large organisation (2,500 FTE)
Residential Sales Manager WA
Alinta Energy
07.2014 - 07.2017
- Managing 150m Inbound/Outbound Sales Group
- Effective lifecycle management of high performing Inbound /Outbound Sales and Admin teams
- Project Management, on time and on budget – Dynamics CRM, Genesys Telephony system, Multiple Product Builds, Protect and Defend Program Delivery
- Completed Lean process and reporting review resulting in efficiency through waste identification, process automation, outsourcing, outbound dialer, journey builder, workflows, TABLEAU integration and staff rationalisation
- Business Development of builders channel
- Effective recruitment, development and performance management of a diverse operational team (25-40 FTE seasonal sales team) including Business Development Manager, Channel Manager, Senior Business Analyst and Team Leader
- Completed full operational review and outsourced outbound sales function to onshore BPO
Customer Care Manager WA
Alinta Energy
08.2011 - 07.2014
- Accountable for timely resolution of all Energy Water Ombudsman and Ministerial Complaints and internal and external Audit Coordination – Marketing Code of Conduct, Gas and Electricity Code, REMCO Market Rules privacy and data requests and Procedures for Churn and Mover market transactions
- Developed, planned and implemented multiple IT and facilities projects on time and on budget including Gentrack Upgrade, Credit Card Tokenisation, Seating Plan Upgrade & Dynamics CRM
- Initiated and implemented Hardship Utilities Grant Scheme second entry point, bringing in $5.3M over 4 years and reducing bad debt
Education
Cert IV - Business Management
Scout Association of Australia
Perth, WA01.2007
Skills
- Recruitment and People Strategy
- Customer and Employee Experience
- Senior Project Management
- Senior Leadership and Management
- Executive Coaching and Mentoring
- Insightful Reporting and Analytics
Timeline
Head of Customer
Kinatico
02.2023 - 12.2024
Sales Operations Manager
Kinatico
08.2022 - 02.2023
Program Manager (Contract)
Two21 Pty Ltd
02.2022 - 06.2022
Project Manager (Contract)
MSWA
06.2021 - 02.2022
Project Manager (Contract)
WA Health Support Services
01.2021 - 06.2021
Project Manager (Contract)
Activ Foundation
03.2020 - 12.2020
Manager Future Student Recruitment
Edith Cowan University
12.2018 - 06.2019
Management Consultant
Edith Cowan University
10.2018 - 03.2020
Contact Centre Specialist/Service Cloud Product Owner
Edith Cowan University
01.2017 - 12.2018
Senior Consultant
BBB Advisory
12.2016 - 03.2020
Residential Sales Manager WA
Alinta Energy
07.2014 - 07.2017
Customer Care Manager WA
Alinta Energy
08.2011 - 07.2014
Cert IV - Business Management
Scout Association of Australia
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