With over 20 years of experience spanning global brands like The Walt Disney Company and Sabre Travel Network, as well as hands-on involvement with respected Australian organisations such as RACV, MEGA Adventure, Hames Sharley, FMS Commercial, TSA, CMAX, and ProVision, I bring a unique blend of commercial acumen and people-focused leadership.

Across a range of senior management roles, I’ve developed a deep understanding of the complexities within businesses—from operations and marketing to recruitment, team development, and customer experience. My strategic mindset and adaptive approach enable me to solve complex challenges and deliver lasting impact.

As a business coach, I draw on these insights to support individuals and teams at all levels—guiding them to grow personally and professionally while aligning with broader business objectives. I’m passionate about fostering innovation, building strong cultures, and unlocking potential that fuels both individual success and long-term organisational growth. LINK: https://www.leadershift.com.au

As a business coach at ProVision, I support independent optometrists in transforming clinical expertise into thriving businesses. I deliver strategic guidance across operations, marketing, recruitment, and innovation, tailoring solutions to each practice’s unique needs. I help optimise retail and inventory systems, enhance customer experience, and drive profitability. My role also includes developing succession plans, fostering leadership, and facilitating smooth practice transitions. Through customised learning and development programs, I build capability, address skill gaps, and promote long-term sustainability. I prioritise strong client relationships and empower members to achieve growth, efficiency, and excellence in a competitive healthcare landscape.

At TSA, a leading provider of customer experience and call centre solutions, I led day-to-day operations for a high-performing retention team supporting Telstra. I managed strategic planning, workforce management, service levels, QA, and employee engagement across a team of 68, through six team leaders. I was responsible for intraday performance, delivering results across key metrics such as eNPS, FCR, and disconnection rates. I fostered continuous improvement through coaching, resource planning, and performance reporting. My role also included managing the client relationship with Telstra, providing regular sales insights, and driving process innovation to improve efficiency and customer outcomes.

CMAX, established in 1993, is one of Australia’s leading clinical trial units, specialising in early-phase and first-in-human studies that contribute to global medical innovation. In this role, I led cross-functional team development, resource planning, and performance reporting while driving innovation in participant recruitment. I developed and implemented strategies and KPIs to meet recruitment targets, managed budgets for advertising campaigns, and ensured compliance with ethics approval processes. My focus on continuous improvement enabled timely risk identification and proactive problem-solving, supporting the success of complex trials and strengthening CMAX’s reputation as a world-class research organisation.

FMS Commercial, a leading HVAC contractor for South Australian commercial builders, undertook a strategic business transformation. Through a comprehensive internal diagnostic, key areas for operational improvement were identified, enabling clear change roadmaps. Market research informed revised marketing strategies and digital alignment, including a new SEO-optimised website. Staff and leadership input shaped a refreshed value proposition and brand vision. Organisational structures, role clarity, and performance processes were overhauled to support long-term growth. Tailored training workshops and individual coaching enhanced soft skills, cultural awareness, and team performance, creating a stronger, more agile business positioned for sustained success.