Summary
Overview
Work History
Education
Skills
Websites
Key Skills And Achievements
References
Timeline
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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, VIC

AI Program Management - Information Technology

RMIT University
Melbourne, VIC

Skills

  • Customer experience strategy
  • Voice of customer development
  • Experience framework design
  • Contact centre optimisation
  • Cross-functional leadership
  • Stakeholder engagement
  • Strategic communication
  • Project management

Websites

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

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