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Work Background
Thrive - UnlimitedOnline Personal Development
Apr. 2025Melbourne, Victoria, AustraliaWelcome to my new chapter—one built on purpose, freedom, and growth. After a fulfilling career in operations and leadership, I made the bold decision to step out of my comfort zone and launch my own online business. Driven by alignment with my values and a desire for meaningful impact, I’ve partnered with a global leader in the Personal Development, Leadership, and Wealth Creation industries. Through this platform, I work with motivated individuals who are ready to break free from the traditional 9-to-5 and build a business that reflects their goals, passions, and lifestyle. 💡 What We Do:
We mentor purpose-driven people who want more—from their work, their time, and their lives. Whether you're looking to create more flexibility, reignite your potential, or take control of your financial future, this business is designed to support your journey. 🚀 Our Mission:
To empower individuals to stop trading time for money and start creating a life on their terms—with support, community, and a proven path forward. If you're curious about stepping into your next chapter, I’d love to connect.
BlockSenior Operations Manager Afterpay
Sep. 2020 - Apr. 2025AustraliaInitially appointed as Head of Customer Service in Melbourne, I quickly progressed through successive leadership roles—ultimately serving as Senior Operations Leader across ANZ. In this expanded capacity, I led high-performing onshore and offshore teams, embedding operational excellence and executing strategic initiatives that delivered measurable outcomes across all facets of customer service. My leadership was instrumental in driving business process improvement, optimising service delivery, and fostering a culture of continuous performance and customer-centricity.
AfterpayOperations Manager ANZ
Sep. 2020 - Mar. 2021Melbourne, Victoria, Australia• Led high-performing onshore and offshore teams to drive operational excellence in diverse customer service functions.
• Implemented strategic initiatives to streamline processes and improve customer satisfaction.
• Achieved measurable results, including a significant increase in efficiency and cost savings.
AfterpayCustomer Service Leader
Jul. 2019 - Sep. 2020Melbourne, Australia• Led high-performing onshore teams in Melbourne for Afterpay, driving operational excellence in customer service functions.
• Implemented innovative strategies to enhance customer satisfaction and achieve measurable results.
• Streamlined processes and improved efficiency, resulting in increased customer retention and loyalty.
• Led cross-functional teams supporting merchants across both Enterprise and SMB segments. Oversaw resolution of queries via phone and digital channels, ensuring high service quality, team alignment, and performance improvement initiatives.
IncolinkCustomer Experience Manager
Apr. 2019 - Jul. 2019Carlton, Victoria, Australia
MoulaCustomer Support Manager
Sep. 2016 - Mar. 2019Melbourne, Australia
CardtronicsClient Services Manager
Mar. 2015 - Sep. 2016Heatherton
Robert HalfTemporary assignment Sales Administrative Assistant
Nov. 2014 - Mar. 2015East Bentleigh
Lloyds Banking GroupOutcomes Delivery & Compliance Specialist
Apr. 2012 - Aug. 2014Belfast, United Kingdom*Maintained support with Operations in England and Wales with knowledge on Training & Competency Scheme to ensure that Telephone Banking Controls and Operations Management control were adhered to.
*Built and maintained stakeholder engagement across the Telephone Banking Operations *Performed Self-Assessment requirements within the Financial Conduct Authority in a timely manner, to ensure that my communications were succinct and accurate.
*Built and maintained strong relationships with all of Retail. e.g. Telephone Banking Operations, Central Operations, Product which allowed me to call on my stakeholder knowledge to support me with projects, risk compliance, script rollouts and communications
*Completion of Control Test plans on a 6 monthly basis within North West England and Wales and agreed SMART action plans if required with the Management group.
*Ownership of Credit Card scripting across Telephone banking, ensuring scripts meet legislative and regulatory requirements whilst facilitating a great customer and colleague experience
Lloyds Banking GroupOperations Control Co-Ordinator
Sep. 2009 - Mar. 2012Belfast*Regional Contact for Telephony Operations in call coaching, monitoring of sales calls, remedial action around unfair customer outcomes and customer experience.
*Monitored sales calls to ensure alignment to Compliance requirements and agreed SMART action.
*Coordinated call calibration session with Sales/Service Managers and Team Managers to ensure a full and transparent of expectations of Team Managers when marking calls on Call Monitoring Tool against the Telephone Banking Scorecards
*Effective performance management of team, whereby skill gaps identified were quickly worked on to close these gaps
*Built and maintained stakeholder engagement across the Telephone Banking Operations *Analyzed departmental documents for appropriate distribution and filing.
*Developed new process for employee evaluation which resulted in marked performance improvements.
Verified data integrity and accuracy.
HalifaxSales Coach
Sep. 2008 - Apr. 2009Belfast & North West England*Developed new process for employee evaluation which resulted in marked performance improvements.
*Effective performance management of team, whereby skill gaps identified were quickly worked on to close these gaps
*Coordinated call calibration session with Sales/Service Managers and Team Managers to ensure a full and transparent of expectations of Team Managers when marking calls on Call Monitoring Tool against the Telephone Banking Scorecards *Monitored sales calls to ensure alignment to Compliance requirements and agreed SMART action plans, which I aligned this to the ongoing coaching and development of my team through one to ones.
HalifaxSales Team Manager
Apr. 2006 - Sep. 2008Belfast*Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
*Administered budgeting, financial operations and payroll activities to effective business accounting.
*Optimised organisational operations and facilitated decision-making by examining problem-solving concepts, including quantitative methods and techniques. *Identified and targeted areas in need of improvement through close monitoring and tracking of daily operations.
*Established operational objectives and work plans and delegated assignments to subordinate managers.
*Optimised returns and investments by effectively managing and directing distribution operations.
HalifaxRegional Sales and Service Manager
Mar. 2003 - Aug. 2006Belfast, United Kingdom*Established the first Outbound dialling team for the Belfast site fulfilling appointments for banking review for customer with Financial advisors, where I worked closely with the planning/dialler teams to manage the dialler campaigns
*Monitored sales calls to ensure alignment to Compliance requirements and agreed SMART action plans, which I aligned this to the ongoing coaching and development of my team through one to ones.
*Managed team of 12 Team Leaders to deliver against company KPI's
*Developed my Team managers through monthly one to one performance reviews as well as observations of daily tasks being carried out (coach the coach)
*Increased Sales performance within the Telephone Banking Sales Operations Team in Belfast by 35%
*Effective performance management of team, whereby skill gaps identified were quickly worked on to close these gaps
*Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities.
*Built strong client relationships and provided high value-adding services, resulting in a 15% company market share increase.
*Introduced higher standards for customer service and increased efficiency by streamlining operations. *Kept company in compliance with all export standards and international requirements.
MM GroupSales Manager
Oct. 2001 - Mar. 2003Bangor Northern Ireland
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