Caitlin Boyes

Customer Experience & Service Management Leader

Data Entry AssociateTyping SpecialistTechnical Support AgentCall Center SupervisorAppointment SetterSupport SpecialistCustomer Support RepresentativeCustomer ResearcherAdvisorData AnalystData Entry SpecialistData EntryService Quality ManagerCustomer Retention SpecialistCustomer Care SpecialistLive ChatChat SupportClient Relations SpecialistCase ManagerHelp Desk SupportCustomer ServiceCall CenterCustomer Success ManagerEngagement ManagerBusiness AnalystAccount ManagerTech SupportProject ManagerConsultingSales & BizDevIT

With over 11 years of progressive experience in the Telecommunications and ICT industry, I specialize in driving successful, end to end, customer experience, sales enablement and service delivery initiatives and projects, organisational process improvement and service management governance and practices. I have worked across multiple business units in leadership roles covering SMB, Corporate, Enterprise and Wholesale & International. This has given me valuable insight into organisational, telecommunications and asset management operations within a fast-paced, acquisition focused environment. My prior role as Head of Customer Experience & Relations for Wholesale & International involved maintaining and enhancing, key customer relationships and service management for the Vocus OTT, Hyperscaler and Wholesale customer base, whilst building and leading the Wholesale Customer Care Teams onshore and offshore operations. My experience has led me to be deeply committed to delivering exceptional client experiences that drive both business and network growth and partnership. My passion lies in championing customer-focused values and creating sustainable improvements that align with organizational goals. Currently undertaking PRINCE 2 and ITIL certifications.

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Work Background

Head of Customer Experience & Relations - Wholesale & International.

VocusHead of Customer Experience & Relations - Wholesale & International.

Jul. 2024 - Nov. 2025

National Customer Relations and Care Manager - Wholesale & International

VocusNational Customer Relations and Care Manager - Wholesale & International

Aug. 2021 - Jun. 2024Australia

Wholesale & International Customer Relationship Manager - National

VocusWholesale & International Customer Relationship Manager - National

Aug. 2020 - Aug. 2021Melbourne, VIC

Wholesale Customer Relationship Manager - Southern Region

VocusWholesale Customer Relationship Manager - Southern Region

Apr. 2019 - Aug. 2020Melbourne, Victoria, Australia

VIC Team Leader - Customer Success Management - Enterprise & Government

VocusVIC Team Leader - Customer Success Management - Enterprise & Government

Nov. 2018 - Apr. 2019Victoria

Service Assurance Manager - Enterprise & Wholesale

VocusService Assurance Manager - Enterprise & Wholesale

Mar. 2017 - Nov. 2018Melbourne, Australia

Enterprise & Corporate Client Services Senior Representative / Wholesale Billing Analyst - Primus

VocusEnterprise & Corporate Client Services Senior Representative / Wholesale Billing Analyst - Primus

Jul. 2016 - May. 2017Melbourne, Australia

Corporate Customer Service Representative - Primus Telecom

M2 Group LtdCorporate Customer Service Representative - Primus Telecom

Jun. 2014 - Jun. 2016Hobart, Tasmania, Australia

Customer Service Representative - Commander

M2 Group LtdCustomer Service Representative - Commander

Feb. 2014 - May. 2014Hobart, Tasmania, Australia

Families, Parenting & Childcare Customer Service Specialist

Australian Government Department of Human ServicesFamilies, Parenting & Childcare Customer Service Specialist

Sep. 2012 - Feb. 2014Hobart, Tasmania, Australia

Recruitment & Database Manager - TAS

Mining Personnel Pty LtdRecruitment & Database Manager - TAS

Feb. 2012 - Aug. 2012Hobart, Tasmania, Australia

Customer Service and Sales Representative

Roger DavidCustomer Service and Sales Representative

Jun. 2008 - Jan. 2012Hobart, Tasmania, Australia

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