Kiran Nagra
Melbourne,VIC
Summary
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
Swinburne University
Melbourne, VICAI Program Management - Information Technology
RMIT University
Melbourne, VICSkills
- Customer experience strategy
- Voice of customer development
- Experience framework design
- Contact centre optimisation
- Cross-functional leadership
- Stakeholder engagement
- Strategic communication
- Project management
Key Skills And Achievements
- 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
Swinburne University
AI Program Management - Information Technology
RMIT University