People & Business Performance Solutions

 

Mary is a Business Transformation Specialist. Mary’s primary expertise is in developing and implementing strategies to transform business operations, developing people and culture, and optimising contact centre management and operations.

Mary has a broad background with experience spanning across general insurance, commercial insurance, branch and contact centre distribution. This has involved the establishment, integration and performance of new acquisitions and products, major change design and the negotiation and delivery of operational results across multiple markets, brands and locations.

Mary is rightly acknowledged as an industry leader in the set-up, operation and enhancement of call centre and sales and service operations. Integral to this is her experience and demonstrated expertise at leading and developing large groups of operational staff and management. Mary's teams always had the highest morale, best levels of engagement and a very strong performance orientation. This included a culture of continuous improvement through improved use of technology, process re-design, work structure enhancement and staff reward and recognition development.

Mary has undertaken several National and international study tours and has received external awards and acknowledgment from the Call Centre industry. Mary holds a Graduate Certificate in Business (Professional Management), is a Certified Insurance Professional with the Australian Insurance Institute and is on the Academic Advisory Board of the Australian Institute of Management. Mary is currently undertaking a Diploma of Counselling and is a Director on the board of Committee Assist (NGO).

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