Summary
Overview
Work History
Education
Skills
Other Experience And Achievements
Interests
Timeline
Generic

DANIELLE DUNSTAN

Royal Park

Summary

Dynamic and results-driven manager with over 20 years of experience spanning People and Culture, Human Resources, operations, sales support, customer service, and project delivery. Proven ability to cultivate high-performing, inclusive workplace cultures through strategic coaching, mentoring, and empowerment. Recognised for streamlining HR operations, enhancing employee engagement, and driving organisational success with a strong focus on talent development and employee relations. Valued for integrity, critical thinking, and clear communication, consistently adapting to evolving business needs while championing collaboration and team excellence.

Overview

23
23
years of professional experience

Work History

HR & Operations Manager / People Strategy

TQUILA ANZ PTY LTD / PUBLICIS SAPIENT
04.2022 - Current
  • Partnered with people managers to build leadership capability, drive performance, and foster a culture of accountability and growth.
  • Contributed to strategic decision-making as a core member of the management team.
  • Designed and implemented Performance Development Review templates; led training and managed the full review cycle.
  • Facilitated weekly stand-up meetings to promote team alignment, transparency, and engagement.
  • Oversaw end-to-end recruitment, onboarding, and offboarding processes, ensuring a seamless employee experience.
  • Managed visa processes, including permanent residency sponsorships, in collaboration with legal counsel.
  • Maintained and updated HR policies and procedures to ensure compliance and consistency across the organisation.
  • Provided operational support across business pipelines and day-to-day functions.
  • Played a key role in achieving ISO 9001, 14000 & 27001 certifications, working closely with external consultants.
  • Led promotions and talent review processes to support career development and succession planning.
  • Actively contributed to the successful integration of Tquila into Publicis Sapient, focusing on cultural alignment and change management.
  • Organised and delivered team-building events to strengthen collaboration and morale.
  • Championed employee relations initiatives, cultivating a positive, inclusive workplace culture.

Customer Service Manager

Weeks Homes (NXT Building Group)
04.2019 - 04.2022
  • Managed a team of 7 Customer Project Coordinators, a Team Leader, and a Receptionist, supporting a customer base of over 800.
  • Oversaw forecasting, workflow planning, and achievement of ACCs (Authority to Commence Construction), ensuring timely project initiation.
  • Coached and developed team members to meet and exceed KPIs, fostering a high-performance culture.
  • Liaised with external stakeholders including Housing Industry Australia, Consumer Business Services, and legal counsel to ensure compliance and resolve complex matters.
  • Led initiatives to improve product review ratings, increasing average scores from 3.5 to 4.4 since May 2019.
  • Managed escalated customer issues and complaints, driving resolution and enhancing satisfaction.
  • Maintained and updated operational documentation including templates, checklists, and procedures.
  • Contributed to major system implementations as a project team member for BusinessCraft and Ring Central platforms.
  • Analysed customer survey data and Net Promoter Scores to identify trends and inform service improvements.
  • Facilitated weekly customer care meetings with senior leadership and line managers to align on priorities and performance.
  • Set and reviewed KPIs and objectives, providing regular feedback through daily huddles, weekly team meetings, and monthly one-on-ones.
  • Led recruitment efforts, including interviewing, onboarding, and coordination with HR and external recruiters.
  • Served as a key member of the operations management team, driving continuous improvement and cross-functional collaboration.
  • Directed customer service initiatives to elevate client experience and resolve complex issues efficiently.

Customer Care Manager

Rivergum Homes
06.2013 - 04.2019
  • Managed a team of 10, including Customer Support Coordinators, Building Support Coordinators, and a Team Leader, fostering a high-performing and collaborative environment.
  • Played a key role in the implementation of Click Homes software, contributing to improved operational efficiency.
  • Maintained professional correspondence with external stakeholders including Housing Industry Australia, Consumer Business Services, and legal counsel.
  • Led end-to-end recruitment processes, including advertising, interviewing, and contract preparation.
  • Developed and executed a strategic customer service business plan, resulting in the establishment of a dedicated Customer Service Department.
  • Designed and implemented customer surveys using Net Promoter Score methodology to capture actionable feedback.
  • Initiated and managed a review improvement program, increasing Rivergum’s Product Review rating from 2.0 to 4.3 stars.
  • Provided a comprehensive project brief to an external marketing agency for customer follow-ups and mystery shopping across sales and selection teams.
  • Served as a member of the Leadership Team, contributing to strategic planning and organisational development.
  • Oversaw customer service operations, ensuring timely and effective resolution of inquiries and issues.
  • Led onboarding and training programs for new staff, enhancing team capability and service delivery.
  • Developed and refined customer feedback processes to drive continuous improvement and elevate satisfaction metrics.
  • Collaborated cross-functionally to streamline communication and improve customer experience outcomes.

Manager - Customer Service, Inventory and Showroom

The Laminex Group
10.2010 - 09.2012
  • Managed three cross-functional teams (15 direct reports) across customer service, inventory, and consumer/specifier showroom operations.
  • Led a high-volume inbound service centre supporting 650 customers and averaging 350 calls per day; coached team and leader to consistently meet individual and team KPIs.
  • Oversaw all aspects of inventory management, including forecasting, overseas ordering, and performance tracking (stock levels, stock turns, slow-moving stock), maintaining DIFOTA levels above 90%.
  • Achieved national customer service targets, increasing Grade of Service (GOS) from 68% to 92% within 12 months.
  • Directed showroom operations, managing consultants and interior designers servicing over 11,000 consumers and specifiers annually.
  • Project-managed showroom upgrades, including budget planning and execution.
  • Successfully implemented EStore (online ordering) in South Australia, exceeding customer registration targets by 100% and achieving the highest national growth rate.
  • Led cross-functional teams to identify and implement process improvements aligned with strategic goals.
  • Analysed performance metrics to uncover operational efficiencies and enhance service delivery.

Manager – Sales Support

The Laminex Group
09.2002 - 09.2010
  • Accountable for all state-level sales reporting and data analysis, including the creation of ad hoc reports to support strategic decision-making.
  • Coordinated the annual state sales budget, preparing individual sales representative budgets across sales, margin, and product lines.
  • Acted as liaison with head office accountants to manage financial tasks in the absence of a local accounting team.
  • Managed pricing for a customer base of 650, including coordination of annual price adjustments and communication.
  • Oversaw margin management, identifying and resolving pricing and profitability issues in collaboration with sales managers.
  • Designed and implemented a streamlined pricing system, significantly improving efficiency and accuracy.
  • Co-developed a trade customer sales incentive scheme with the Sales Manager; successfully rolled out in other states following strong performance.
  • Led the implementation of a sales margin optimisation program, managing targets and databases to exceed annual margin goals.
  • Managed administrative functions, including building maintenance and operational support.
  • Directed showroom operations, leading a team of consultants and interior designers to deliver exceptional customer experiences.

Education

Leadership Programme -

Peter Berry Consulting

Certificate in Business Management -

Australian Institute of Management

Certificate in Financial Management - high distinction

Deakin University

Certificate IV in Business - Frontline Management

LMA (Leadership Management Australia)

Fundamentals of Project Management -

Australian Institute of Management
Adelaide, SA

Skills

  • Leadership & Team Development Proven ability to lead diverse teams across customer service, operations, inventory, and showroom environments Skilled in coaching, mentoring, and empowering individuals to achieve performance goals and grow professionally
  • Strategic Workforce Planning Experienced in setting KPIs, forecasting staffing needs, and aligning team structures with business objectives Adept at managing recruitment, onboarding, and offboarding processes to ensure seamless transitions and cultural alignment
  • Performance & Talent Management Designed and implemented performance development frameworks, talent review processes, and promotion pathways Committed to fostering high-performance cultures through continuous feedback, recognition, and career development
  • Employee Engagement & Culture Building Led initiatives to enhance employee experience, including team-building events, training programs, and employee relations strategies Known for cultivating inclusive, values-driven workplaces that support wellbeing and collaboration
  • Change Management & Integration Played key roles in organisational integrations and system implementations, ensuring cultural continuity and stakeholder engagement Skilled in navigating change with empathy and clarity
  • Stakeholder Communication & Relationship Management Strong communicator with experience managing relationships across internal teams, external partners, legal counsel, and industry bodies Builds trust through transparency, responsiveness, and strategic alignment
  • Customer-Centric Culture Embedded customer service excellence into team culture, driving improvements in satisfaction metrics, Net Promoter Scores, and online reviews Developed feedback loops and service strategies that connect employee performance with customer outcomes
  • Policy, Compliance & Operational Support Oversaw HR policies, procedures, and compliance frameworks Supported operational teams with systems, documentation, and process improvements to ensure consistency and accountability

Other Experience And Achievements


  • Three x nominated for Publicis Sapient Values awards
  • Puddle Jumpers Heart Award Volunteers recipient 2024
  • Member of the state management team at The Laminex Group from 2002 to 2012
  • Business Support Analyst
  • National projects, implementation of Mfg/Pro and ASW
  • Member of events/social club committees
  • Member of charity committees
  • Netball Club President, Secretary, Coach
  • Soccer and basketball Team Manager
  • Volunteer - Habitat For Humanity Charity Build, Cambodia 2017

Interests

  • Pilates and strength training for physical and mental well-being
  • Travel experiences, both international and domestic
  • Reading across a range of genres to broaden perspective
  • Home renovation and design projects

Timeline

HR & Operations Manager / People Strategy

TQUILA ANZ PTY LTD / PUBLICIS SAPIENT
04.2022 - Current

Customer Service Manager

Weeks Homes (NXT Building Group)
04.2019 - 04.2022

Customer Care Manager

Rivergum Homes
06.2013 - 04.2019

Manager - Customer Service, Inventory and Showroom

The Laminex Group
10.2010 - 09.2012

Manager – Sales Support

The Laminex Group
09.2002 - 09.2010

Certificate in Business Management -

Australian Institute of Management

Certificate in Financial Management - high distinction

Deakin University

Certificate IV in Business - Frontline Management

LMA (Leadership Management Australia)

Leadership Programme -

Peter Berry Consulting

Fundamentals of Project Management -

Australian Institute of Management

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DANIELLE DUNSTAN