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Skills Summary

Purposeful, resilient, goal-oriented agent with a proven background in risk management, service optimization and customer experience.  Emotionally intelligent, mature, disciplined and resourceful team member. Multilingual, gifted communicator known for being a strong agent of change with a passion to help people and organizations succeed.


Current Victorian Driver's Licence (Manual) and own reliable transport

Victorian Security Licence:  Number 912-650-00S  Expiry: 15/06/2019



Armed Security Guard & Cash-in-Transit

Complex Institute of Education

Control persons using baton
Restrain persons using handcuffs
Implement cash-in-transit security procedures
Inspect and test cash-in-transit security equipment
Load and unload cash in transit in an unsecured environment
Control security risk situations using firearms


Certificate III in Security Operations

Complex Institute of Education

Contribute to effective workplace relationships
Organise personal work priorities and development
Maintain workplace safety in the security industry
Determine response to security risk situation
Coordinate a quality security service to customers
Maintain security of environment
Manage conflict through negotiation
Prepare and present security documentation and reports
Lead small teams in the security industry
Prepare and present evidence in court
Develop work priorities
Show leadership in the workplace
Control persons using empty hand techniques
Plan and conduct evacuation of premises


Certificate II in Security Operations                                                         (Unarmed Guard & Crowd Control)

Complex Institute of Education

Provide security services to clients
Communicate effectively in the security industry
Work effectively in the security industry
Follow workplace safety procedures in the security industry
Respond to security risk situation
Work as part of a security team
Patrol premises
Monitor and control individual and crowd behaviour
Control access to and exit from premises
Protect safety of persons
Operate basic security equipment
Prepare and present security documentation and reports
Plan and conduct evacuation of premises
Use communication systems
Manage conflict through negotiation
Protect self and others using basic defensive techniques
Control persons using empty hand techniques
Apply security procedures for the responsible service of alcohol

Work History

Aug 2014Aug 2015

Project Manager/Senior Business Analyst - Chisholm Online

Chisholm Institute

• Project Manager & Senior Business Analyst for the Chisholm Online Project, responsible for the delivery, maintenance and improvement of the Chisholm Online website and all technical aspects of the brand, launched in August 2014.

• Team Leader within Chisholm Institute's Systems & Architecture department, managing a team of Developers, Contractors and vendors.

• Accountable for day-to-day operations and resolving major issues with internal and external users.

• Responsible for selecting, training, developing, and managing the performance of direct reports.

Sep 2013Dec 2013

Call Centre Manager


Operations Manager and Project Launch Consultant for the Telemarketing Call Center.

Responsible for performance reporting and managing ongoing daily operations for telemarketing and appointment setting.

May 2009Nov 2012

Quality Program Manager - Customer Service Assurance

Singtel - Optus Business

• Created and lead a dedicated national Customer Service Assurance team, including 7 service desks and 22 teams in the Customer Service Center.

• Provide ongoing training in the delivery of superior customer experience through best practice call/email management and process adherence.

Nov 2008Apr 2009

Performance Improvement Specialist - Business Analyst & Project Manager for Strategy & Operations

Singtel - Optus Business

• Use of analysis and problem solving tools to establish root cause of operational problems.

• Responsible for the management and development of the national Customer Satisfaction Index program.

• Map documentation of internal quality processes for delivery of ISO/9001 and ITIL protocols and prepare department for external audits.

• Document controller and administrator for the Managed Services CRM (Customer Records/Relationship Management system) and the Operational BMS (Business Management System process document repository).

Jul 2008Oct 2008

Team Leader - Premium Mobile Technical Support Helpdesk

Singtel - Optus Business

• Team Leader for the Premium Mobile Technical Support service desk.

• Accountable for inbound Incident Management (i.e. Faults) and escalations for mobility products for Business (Government & Enterprise) and Small/Medium Business customers.

Aug 2006Oct 2008

Manager - eFulfillment (Online Business & SMB Mobile Hardware Procurement)

Singtel - Optus Business

• Team Leader of the national web administration group providing online customer service and incident management.

• Hardware Procurement Process Owner and Website Administrator, interfacing and managing relationships between Sales, Marketing, Commercial, Customer Operations, IT and external procurement vendors Toll.

• Subject matter expert in mobility products, hardware, procurement and activation processes, driving continuous improvement projects.

Nov 2005Aug 2006

Service Management Project Officer

ANZ Bank

On Site Help-desk, Stakeholder Management and Project Delivery.

Apr 2004Nov 2005

Customer Operations Executive

Singtel - Optus Business

Key Account Management, Dedicated (Single-Point) Business Service Delivery & Billing Integrity

Sep 2000April 2004

Customer Satisfaction & Reporting Analyst


Process and Reporting Designer and Performance Analyst for the Technical Quality Control Team

Mar 2000Sep 2000

Team Leader - Customer Service Appointments Team

Cable & Wireless Optus

Team Management, Escalations Point of Contact and Customer Complaints Resolution


Business Skills

Client Relationship Management

Customer Service Assurance

Project Management

Business Analysis

Risk Management

Strategic Planning

Incident Management

Reporting Design & Analysis

Business Case Writing

Document Controller

Process Design & Improvement

Customer Complaints Management


English (Fluent)

Italian (Fluent)

Spanish (Proficient)

French (Proficient)


'Optus Yes' Award Winner for Quarter 3 FY2008/09 in the Value of Leadership

Paul O'Sullivan - CEO Optus - December 2008

Sales Award for Developing Process Flows (AXA & Equant)

Danny Leddin - Optus Business Sales Manager - March 2005

CSEA Customer Service Award

Rob Parcell - Director Souther Region, Optus Business - December 2004


Professional References:


James Watson - Chief Information Officer (CIO)

Systems & Architecture / ITS - Chisholm Institute

Dennis Murphy - Performance Improvement Manager         

Customer Solutions & Services - Optus Business

Peter Kerr - Provisioning Director

Customer Solutions & Services - Optus Business  


0439 387 896



0411 706 112



0421 631 570


Personal References:

Rehgan De Mather - Projects Officer & Training Coordinator

Staysafe Security

Brett Harris - E-Class Engineer

Yarra Trams   

Candice Gray - Shift Supervisor QBE Assist
QBE Insurance Australia

0402 353 468

0401 288 477

0404 021 800