Nerissa Gokool
Summary
Experienced Operations Manager and Leader with over 15 years experience in Contact Centre Operations Management and Customer Experience. Excellent reputation for driving strategic initiatives, inspiring teams, resolving complex problems, improving customer satisfaction. Experiences in Telecommunications Industry, Energy Industry and Aged Care Service Delivery.
Overview
20
20
years of professional experience
Work History
Operations Manager Customer Operations
Aurora Energy Tasmanian
07.2023 - 06.2025
- Led daily operations for a major energy retailer’s customer service team, managing billing, metering, outage support, connections and data, energy tariffs and sales retentions plan.
- Completed regulatory, external and internal audits to ensure Aurora met the Australian Energy Regulation Standards (AER)
- Supported strategic initiatives to reduce cost-to-serve, enhance digital channels, and streamline service workflows.
- Developed and implemented quality and compliance framework and processes to alignment with National Energy Regulatory Requirements (NERR).
- Acted as a subject matter expert in energy customer operations, resolving complex issues and ensuring regulatory compliance.
Oversaw external complaint team and escalation processes and negotiating high profile complaints made via Ministers Office, lawyers and regulatory bodies. - Collaborated with external and internal teams to align service delivery with energy market requirements and customer needs.
Team Manager
Aurora Energy Tasmania
06.2022 - 06.2023
- Led cross-functional teams that provided customer service to residential and business customers.
- Implemented process improvements resulting in streamlined workflows and drove operational efficiencies.
- Drove continuous improvement to improve overall operations and drive performance.
- Coached, developed, mentored staff, fostering professional development and skills enhancement.
- Analyzed performance metrics to drive strategic decisions and optimize resource allocation.
Operations Manager Service Delivery
Southern Cross Care
03.2021 - 03.2022
- Led payroll, finance, billing, scheduling, compliance, and workplace safety across Tasmania
- Managed Medicare funding, billing systems, and multiple funding programs
- Identified risks and ensured contract and SLA compliance
- Developed project scopes, plans, budgets, and performance metrics
- Streamlined processes and optimized system integrations
- Guided teams through change, boosting customer service and performance
- Partnered with leadership to implement strategic solutions and maintain culture
Workforce Planning Analyst
Southern Cross Care
02.2021 - 03.2022
- Project Lead for upgrade of RosterOn to Optima Rostering Platform.
- Analysis of site rosters to ensure workforce management is in accordance with organisations best practice standards and Enterprise Agreement.
- Champion rostering system and provide timely and accurate communications, advice and training to stakeholders.
- Analyses and reporting on scheduled vacancies, shortfalls, overtime, absence, and other key performance indicators.
- Provide day to day operational management and oversight of rostering staff.
People & Culture Project Manager
Masonic Care Tasmania
02.2020 - 02.2021
- Redesign and implementation of recruitment procedures and transition to 100% online.
- Recruitment including designing and posting job advertisements, shortlisting, reference checks, coordination of medical assessments and police checks, visa validation, customised design and administration of onboarding and induction.
- Coordination of HR initiatives such as Flu Vaccinations for 500 staff across multiple locations state-wide.
- Coordination and implementation of employee COVID19 processes, protocols, risk management, regulatory requirements, reporting, and workplace health and safety.
- Reviewing and updating HR policies and procedures to streamline in line with best practice.
- Drafting, aligning, and updating of Enterprise Agreements ensuring compliance with Fair Work Standards.
- Administration of workers compensation claims.
Operations Manager
Vodafone Contact Centre
11.2017 - 11.2019
- Operations Manager for Customer Care, Complex Resolutions, Sales & Retentions, Telecommunication Industry Ombudsman, Privacy and Social Media by providing senior leadership to 120 people.
- Initiated change in line with business goals and strategies for customer experience and service delivery.
- Managed customer experience, continuous improvements, and service delivery.
- Recruited, trained, developed, and mentored team leaders to maximise performance and engagement whilst providing further opportunities to grow to their full potential. Enabled culture of learning and development.
- Built strategic relations with stakeholders and managed offshore partners performance to KPIs and service delivery.
- Identified coaching, quality and performance opportunities and implemented change accordingly.
- Led, coached, and managed 140 people through restructures in 2018 and 2019.
- Financial budget management of customer credits, bonus and commissions, reward and recognition, incentives schemes, non-monetary waivers.
- Adhered to and monitored adherence to Work Health and Safety policies and procedures.
Team Leader
Vodafone Contact Centre
11.2012 - 11.2017
- Led customer service teams in complex resolutions and sales retention
- Drove performance culture, coached staff, and managed global queues
- Collaborated on competitor analysis and sales strategies
- Developed operational plans aligned with company goals
- Analyzed data for retention and cost-saving strategies
- Managed risk reporting, HR, targets, commissions, and compliance
- Supported leadership with business reviews and policy communication
Executive Assistant & Events Coordinator
Vodafone Contact Centre
02.2009 - 11.2012
- Executive assistant with day-to-day office management. Calendar management, minute taking, preparing presentations and reporting.
- Travel coordination for interstate and overseas trips including VISA applications.
- Corporate credit card reconciliation and approvals.
- Events coordinator for between 100 – 1200 participants both on and off-site functions including leadership conference, training, Christmas events and executive conferences.
- Member of the Vodafone Foundation and administrative support to Foundation and fundraising activities
Human Resource Training Developer and Facilitator
Bruniquel & Associates
01.2005 - 12.2008
- Developed comprehensive training materials for leadership, coaching and development skills, people and performance management.
- Ensure all training materials and content was in line with legislation and certified by Education and Training National Bodies
- Conducted regular reviews of curriculum content for accuracy and relevance, making necessary revisions as needed based on feedback from participants or changing needs within the organisation, employee relations regulations and industrial standards.
- Facilitated workshops and training sessions, promoting knowledge retention, engagement among participants and developing practical skills.
- Collaborated with subject matter experts to ensure accuracy and relevance of training content.
- Implemented feedback mechanisms to continuously improve training programs based on participant input.
Education
Diploma - Project Management
Varsity College
12.2007
Bachelor of Arts, Honours - Human Resources & Industrial Psychology
University of Kwa-Zulu Natal
12.2005
Skills
- Operational & Project Management
- Performance Management Coaching and development
- Leading through change
- Organisational planning and management of service delivery
Timeline
Operations Manager Customer Operations
Aurora Energy Tasmanian
07.2023 - 06.2025
Team Manager
Aurora Energy Tasmania
06.2022 - 06.2023
Operations Manager Service Delivery
Southern Cross Care
03.2021 - 03.2022
Workforce Planning Analyst
Southern Cross Care
02.2021 - 03.2022
People & Culture Project Manager
Masonic Care Tasmania
02.2020 - 02.2021
Operations Manager
Vodafone Contact Centre
11.2017 - 11.2019
Team Leader
Vodafone Contact Centre
11.2012 - 11.2017
Executive Assistant & Events Coordinator
Vodafone Contact Centre
02.2009 - 11.2012
Human Resource Training Developer and Facilitator
Bruniquel & Associates
01.2005 - 12.2008
Diploma - Project Management
Varsity College
Bachelor of Arts, Honours - Human Resources & Industrial Psychology
University of Kwa-Zulu Natal
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