Twenty years rebuilding contact centres across energy, postal, telco and technology — now available for consulting and contract engagements. I take operations that are stuck and turn them into systems that perform on cost, experience and engagement at the same time.
I'm a customer-focused operations leader with 20+ years across energy, postal, telco and technology — most recently running global client services for Seeing Machines' aftermarket division, Guardian and Support Centres operating 24/7 across Melbourne, Canberra and Tucson, until a company-wide restructure concluded the role in July 2026. I'm available now for leadership roles and consulting.
Deeply experienced in leading multi-disciplinary teams, managing customer communications during critical events, and delivering measurable improvement in customer satisfaction within regulated environments. The thread through everything I've done is the same: take an operation that's stuck, and turn it into a system that scales.
Independent consulting practice helping organisations modernise customer operations through AI-driven design, agentic workflows, and workforce optimisation. Where I bring 20 years of operational experience together with the new generation of AI tooling.
Omni-channel contact centre rostering specification with integrated Erlang C/A modelling, award compliance, and a 10-stage build pipeline. Designed to give operations teams a forecast-to-roster engine that respects both staff wellbeing and the realities of award conditions.