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"We worked alongside Tori to deliver a mobile job management solution. During this time Tori consistently showed a strong drive, coupled with a "Can do" attitude and a strong sense of fair play in negotiations. Tori has a great sense of humor and she adds a real energy and buzz to the projects she works on. I wish her the best of luck and I hope our paths have the opportunity to cross once more." CEO - Meeting Hub Australia

Work History

Feb 2016Dec 2016

Operations Manager - Sales Call Centre Launch - Contractor

TeleTech - Qantas

Lead 3 direct reports and 40 sales agents, bringing together the workforce talent to successfully execute and launch the new Qantas Assure ~ Private Health Insurance ~ Sales Call Centre. Managing the day to day expectations of all facets of the sales and operations to exceed targets, coordinate offshore (Manilla, Auckland, Colorado) teams and manage customer interaction expectations for this Australian Icon - Qantas. Coordination of 3rd party IT and facilities management. Delivery of front line human resource and performance management. Creation and maintenance of daily and monthly reporting & charting, analysis of data, presentation of centre performance.

Jun 2015Jan 2016

Project Officer - Shaping Our Future - Contractor

SafeWork NSW

Secretariat, Administration & Project Coordination for the Transition Program from WorkCover NSW to SafeWork NSW, Work Health & Safety Regulator Roadmap for NSW, Engagement & Partnerships, Centre for WHS, and Operational Excellence.

Jul 2014Feb 2015

General Manager Operations & Sales - Contractor


Lead 10 direct reports and 26 contractors located throughout Australia. Created business networking opportunities, redesigned business systems following LEAN analysis, introduced cost saving measures. Undertook consultative workshops to determine the new brand image and associated advertising and marketing plan. Developed sales process and strengthened the customer service value proposition and ethical approach to all customer interactions.

Jul 2013Dec 2013

Manager Procurement & Logistics - Contractor

True Value Solar

Lead 2 direct reports and a wider team of 24 located throughout Australia. Implemented control measures to reduce monthly logistics expenditure. Aligned with the National Customer Service Manager to identify and fix key experience issues. Redesigned national stock take procedures and implemented the final go live stage of SAP Materials Management. Developed OHSE Management Systems and implemented through the national offices and warehouses. 

Sep 2011Mar 2013

Operations Manager, Call Centre

Cummins South Pacific

Lead 3 Team Leaders and 50 call centre based consultants; 25 spare parts interpreters and 25 diesel mechanics. Operating in a 24/7 365 days per year environment with emergency break down assistance and sales order management for the Australian and New Zealand markets. Seconded to represent AUS/NZ on the Executive Cummins Global Contact Centre development team to design and deliver 'follow the sun' principles and initial guidelines.

May 2011Sep 2011

Senior Manager, Call Centre - Business Online Banking - Contractor

National Australia Bank

Lead 10 Team Leaders with 65 onshore consultants and 10 offshore consultants located in Delhi, India. Oversaw the effective delivery of 1st and 2nd level technical assistance, back office processing and fulfillment services in line with the NAB Customer Charter. Successfully lead workshops to design and build a ground up culture of performance and ethical values designed by the team, taught coaching techniques and championed a team building environment of trust and support.

Jun 2008Oct 2010

Customer Service & HR Manager

Retail Decisions

HR Manager to 130 employees located in Melbourne, Sydney and Perth. Lead an inbound customer service department located in the Melbourne office. Established an environment where voice of the customer, complaint management and performance outcomes were handled professionally. Overturned a volatile culture of distrust and inaction through employee workshops, surveys, investigations and the development of leaders within the business, reducing staff attrition. Developed the Customer Care Program to ensure the most valued customers were looked after during this transition period, until the business was ready and able to stretch and grow the program across its entire customer base. The company was bought by a large USA based multinational fuel card company one month prior to my departure.

Feb 2008May 2008

Manager Customer Service & Sales - Contractor

United Customer Management Service

Spearheaded a cultural and performance transformation that delivered sales profitability each month following a previous quarter of failed performance. Client liaison and reporting daily, train, supervise and evaluate staff, coach improvement management processes and identified growth opportunities for operational and sales result improvements. Intensified performance management contract to reduce low performers while supporting high achievers to deliver results and employee satisfaction.

Nov 2003Feb 2008

Operations Manager

Smart Health Australia

Lead 3 team leaders and 140 telephone sales agents undertaking telephone fundraising for Australian Charities. Managed the commercial and contractual relationships, pricing models and all aspects of the recruitment process of telephone agents including assessment, interview and post recruitment reviews. Lead the implementation of new contracts, technology, resourcing and managed risk reduction for clients. Developed transparent reporting and balanced scorecards. Project managed the creation and fit out of a second call centre site also in Melbourne.

Jul 1998Oct 2003

Office Manager

Catalogue Solutions

Office management including accounts and payroll via MYOB, Image Library management with Photoshop, coordination of complex projects with weekly reporting to the CEO. Project managed the yearly production and final artwork of large/complex printed catalogues holding information and images for over 3000 stationery SKUs. Ensured operations and publications adhered to financial and production budgets and timelines.