I am a results-driven Operations and Service Delivery Leader with over 20 years of BPO excellence, now delivering specialized digital business, financial, and customer experience solutions to Australian business owners and freight forwarders. I combine a rigorous corporate management background with specialized technical mastery in cloud accounting, logistics, and end-to-end customer support management. Equipped with a stable, high-speed remote workstation, I help businesses maintain seamless daily operations, optimize performance, and protect data integrity.
Throughout my career, I have championed the customer journey, managing large teams to deliver world-class customer service while keeping satisfaction metrics high and churn low. Whether it is streamlining back-office finance or leading front-line customer support, I bring the strategic oversight needed to help your business scale smoothly.
What I Bring to Your Business:
Financial & Bookkeeping Support: Proficient in Xero, Australian Accounting Standards, accounts payable/receivable, bank reconciliations, and financial reporting (P&L, Balance Sheets, Cash Flow).
Customer Experience & Support Excellence: Over two decades of experience designing high-impact CX strategies, managing customer service operations, resolving high-level escalations, and consistently exceeding CSAT, FCR, and Quality Assurance targets.
Operational Leadership & Analytics: Proven expertise in managing team performance, hitting strict SLAs, and turning complex operational numbers into executive insights using Power BI, Tableau, and Advanced Excel.
Freight & Logistics Coordination: Formally trained in end-to-end Freight VA operations, including DAT and Truckstop loadboards.
Client & Stakeholder Management: Trusted partner for Australian business owners, handling high-level client reporting, process standardization, and strategic alignment.
