Customer Experience Leader with a proven track record in enhancing customer-centric initiatives in local government. Successfully led the Customer Experience Strategy at Glen Eira City Council, fostering a customer-first culture. Developed and implemented the Voice of Customer program and Customer Experience Framework, both endorsed by executives. Expertise in optimising contact centre operations and driving strategic improvements through cross-functional collaboration.
Overview
18
18
years of professional experience
Work History
Coordinator CX Operations
Glen Eira City Council
06.2025 - Current
Drove organisation-wide customer experience transformation by leading the design and implementation of innovative service delivery models and improvement initiatives.
Led strategic projects to embed the Customer Experience Framework, fostering a culture of continuous improvement and innovation across all departments.
Partnered with senior leaders to align customer experience strategies with organisational objectives, ensuring a cohesive, future-focused service approach.
Utilised data-driven insights and key performance metrics to identify improvement opportunities and inform strategic decision-making.
Directed cross-functional change initiatives, ensuring adoption through stakeholder engagement, communication, and capability development.
Established and strengthened partnerships with internal and external stakeholders to co-create innovative, customer-centric solutions.
Led the development and delivery of enterprise-wide initiatives that enhanced service consistency, efficiency, and community satisfaction.
Led and developed a multi-function Customer Experience team, fostering a high-performance, customer-first culture aligned with organisational values.
Oversaw end-to-end operations of customer service channels, ensuring quality service delivery and adherence to the Customer Service Charter.
Coordinator Customer Experience
Glen Eira City Council
02.2024 - 06.2025
Spearheaded the development of a Voice of Customer program, aimed at capturing actionable feedback and driving targeted service improvements.
Developed Glen Eira’s Customer Experience Framework, setting the standard for service excellence and fostering a culture of continuous improvement.
Led the Customer Experience team, overseeing contact centre operations and ensuring all communication channels (phones, emails, digital, social media, Live Chat) were optimised and fully functional.
Provided strategic insights and conducted in-depth research into contemporary contact centre operations, informing the future direction of Council’s services.
Championed initiatives to enhance customer satisfaction, resulting in a measurable increase in service ratings and operational efficiency.
Managed the recruitment and training of new staff, ensuring alignment with the customer-first culture and continuous improvement practices.
Collaborated with external vendors to deploy new systems and tools, enhancing the capabilities of the contact centre.
Monitored and reported on key performance metrics to the executive team, facilitating data-driven decision-making and strategic adjustments.
Principal Owner
Go Vita Bentleigh
02.2022 - 12.2023
Developed and executed comprehensive business plans to establish and grow the health food shop, achieving high levels of customer satisfaction and business growth.
Built and maintained strong, long-lasting customer relationships, ensuring high levels of retention through personalized service and product knowledge.
Recruited, trained, and led a team of employees, fostering a customer-centric culture and ensuring consistent, high-quality service delivery.
Managed all aspects of day-to-day operations, including inventory control, vendor relationships, and process optimization to enhance customer experience.
Orchestrated successful marketing initiatives, including social media campaigns and community events, to increase brand awareness and attract new customers.
Oversaw financial aspects of the business, including budgeting, forecasting, and cost control, ensuring profitability and sustainable growth.
Utilized customer feedback and sales data to identify trends and implement changes that enhanced the overall customer experience and drove sales.
Adapted quickly to market trends and customer demands, introducing new products and services to meet evolving customer needs.
Coordinator Customer Experience Transformation
Glen Eira City Council
02.2021 - 02.2022
Led the creation and successful delivery, and implementation of the Customer Experience Strategy, building better service experiences for our customers and community.
Partnered with key stakeholders to integrate data analytics and customer feedback into decision-making processes, ensuring a customer-first approach.
Drove the adoption of customer-centric practices across the Council, significantly improving customer engagement and service delivery.
Regularly communicated the importance of customer experience to all levels of the organisation, fostering a culture of continuous improvement.
Established and monitored KPIs to measure the impact of customer experience initiatives, leading to strategic enhancements.
Developed and implemented customer feedback mechanisms, such as surveys and journey mapping, to better understand and respond to customer needs.
Collaborated with cross-functional teams to align projects with the Council’s strategic objectives, ensuring successful project outcomes.
Managed resources effectively, balancing budget constraints with the need for ongoing customer experience improvements.
Customer Solutions and Service Design Lead
Glen Eira City Council
05.2019 - 02.2021
Spearheaded the Customer Experience Strategy, driving a customer-centric transformation across the organization from 2017 to 2022.
Managed a team of 30 staff, overseeing all communication channels and ensuring alignment with the Council's strategic objectives.
Enhanced the contact centre service delivery model by identifying quick wins and implementing initiatives using existing resources and technology.
Worked closely with the innovation and continuous improvement teams to design new processes, strategies, and initiatives.
Organized and conducted monthly team meetings and an annual team day, keeping the team motivated and aligned with organizational goals.
Created and presented regular performance reports to the executive team, highlighting successes and areas for improvement.
Played a key role in the recruitment, training, and ongoing development of staff, ensuring a high level of service delivery.
Benchmarked Glen Eira's services and KPIs against other metropolitan councils, identifying areas for improvement and implementing best practices.
Customer Service Enhancement Officer
Glen Eira City Council
02.2017 - 05.2019
Contributed significantly to the development and implementation of the Customer Experience Strategy, setting the vision for the Council’s service center.
Applied LEAN methodology to process improvement projects, leading to increased efficiency and customer satisfaction.
Collaborated with the Innovation & Continuous Improvement team to design and implement customer-centric processes and strategies.
Led the introduction of new communication channels, informed by website data analysis, to enhance customer interaction and accessibility.
Successfully initiated several projects within the service center, which were endorsed by the executive team, including Webchat, IVR, and Customer Experience Surveys.
Developed the Customer Service Operating Framework, which was endorsed by the executive team and set the vision for future service delivery.
Applied innovative thinking to identify gaps in current processes, leading to significant improvements in overall customer experience.
Analyzed complex statistical data to ensure optimal resource allocation across all service channels, improving efficiency and customer response times.
Acting Program Manager – Service Improvement Team
M2 Group (Commander Vocus Communications)
08.2016 - 02.2017
Managed an offshore team and led daily operations of the Partner Support team, driving process improvements and enhancing customer support services.
Identified and implemented process changes that significantly improved the efficiency and effectiveness of support operations.
Acted as the Level 3 escalation point for all Commander Dealers and Partners, resolving complex issues and maintaining strong working relationships.
Organized and led quarterly meetings with partners and dealers, strengthening relationships and driving collaboration.
Presented weekly and monthly progress updates and process improvement initiatives to senior management.
Played a key role in the Commander’s call driver project, which identified reasons for repeat customer calls and led to the introduction of the Early Life Team.
Travelled to the Philippines to implement process changes and develop further improvement initiatives with the offshore team.
Wrote high-level analytical reports and gathered data to identify opportunities for improvement across the Commander Dealer channel.
Corporate Client Support Officer
Partner Wholesale Networks
08.2015 - 06.2016
Coordinated the migration of client accounts from the Genex billing system to the new Customer Relationship Management (CRM) system, ensuring smooth transitions.
Established and maintained effective corporate management systems, databases, and registers to support business functioning.
Provided support for internal and external clients nationally, managing incidents and tickets efficiently to ensure customer satisfaction.
Communicated effectively with Account Managers, Directors, and Executives regarding changes or updates to new acquisitions.
Tracked and maintained constant communication with customers throughout the resolution of their issues, ensuring a high level of service.
Played a key role in setting up meeting rooms for various types of meetings, troubleshooting AV issues as needed.
Managed various inboxes and responded to customer emails professionally, ensuring prompt and accurate service.
Liaised closely with the billing team to resolve complex issues, contributing to the effective delivery of company goals.
Senior Corporate Client Specialist
Primus Telecom
02.2008 - 06.2015
Served as the first point of contact for Primus corporate clients, effectively resolving customer complaints and leading service improvement initiatives.
Regularly stepped in as Team Leader during the absence of the manager, taking on additional responsibilities while maintaining day-to-day operations.
Developed strong partnerships and maintained excellent working relationships with leaders and staff across the organization.
Provided support across the Primus Corporate Base and internally to senior staff and account managers, ensuring a high level of customer service.
Managed complex installations and configurations of ISDN, inbound standard PSTN, and internet services.
Conducted quality assurance by monitoring team member calls and providing feedback to ensure consistent service delivery.
Led on-site client visits to address specific issues and ensure customer satisfaction.
Conducted training sessions for new team members, sharing expertise and ensuring a smooth onboarding process.
Education
Earn and Learn Professional Development Program - Applying Critical Thinking
Customer Experience Strategy Leadership: Spearheaded a multi-year Customer Experience Strategy at Glen Eira City Council, significantly building a customer-centric culture, and delivering innovation that transforms the customer experience.
Voice of Customer Program Development: Recently developed a Voice of Customer program (Customer Experience Measurement Framework), securing executive endorsement aimed at capturing and analysing customer experiences and feedback at every touchpoint.
Customer Experience Framework Design: Developed a comprehensive Customer Experience Framework, establishing key metrics and continuous improvement processes endorsed by the executive team.
Contact Centre Optimisation: Expertise in analysing and optimising contact centre operations, including the integration of contemporary technologies and multi-channel service delivery.
Cross-Functional Team Leadership: Proven ability to lead and inspire cross-functional teams, ensuring alignment with strategic objectives and successful project delivery.
Stakeholder Engagement: Skilled in establishing and maintaining strong relationships with internal and external stakeholders, ensuring effective collaboration and successful outcomes.
Strategic Communication: Excellent written and verbal communication skills, with a track record of presenting to executives and tailoring messages to diverse audiences.
Project Management: Over 10 years of experience managing large-scale technology and transformation projects, with a strong focus on customer experience and service delivery.
References
References available upon request.
Timeline
Coordinator CX Operations
Glen Eira City Council
06.2025 - Current
Coordinator Customer Experience
Glen Eira City Council
02.2024 - 06.2025
Principal Owner
Go Vita Bentleigh
02.2022 - 12.2023
Coordinator Customer Experience Transformation
Glen Eira City Council
02.2021 - 02.2022
Customer Solutions and Service Design Lead
Glen Eira City Council
05.2019 - 02.2021
Customer Service Enhancement Officer
Glen Eira City Council
02.2017 - 05.2019
Acting Program Manager – Service Improvement Team
M2 Group (Commander Vocus Communications)
08.2016 - 02.2017
Corporate Client Support Officer
Partner Wholesale Networks
08.2015 - 06.2016
Senior Corporate Client Specialist
Primus Telecom
02.2008 - 06.2015
Earn and Learn Professional Development Program - Applying Critical Thinking