I have a wealth of experience in the contact centre industry- first starting in 2006 as an Outbound Lead Generator and then working my way towards working on accounts for some of the largest technology companies in Australia. Late 2006 I went on to be an agent working on Federal Government campaigns and by 2008 had progressed to Team Leader level. I was responsible for a team of 3 other Team Leaders and a total of maximum 200 agents, as well as maintaining the relationship with our client contact. I left the industry in 2010 to pursue my passion for Training and Development. From 2010 to 2016 I work in the Vocational Education & Training Sector at a variety of Training Organisations. I have trained a variety of qualifications levels from Level 2 right through to Diploma level, also in a wide range of specialities including: Customer Engagement, Frontline Management and Business. In 2012, I started my own Mindset Coaching & Training Business (Infinite Belief). This was a boutique business that saw me contract my training services to various Training Organisations while being able to provide coaching services to those that needed to work through obstacles in either their personal or professional lives. Leaving the VET Sector in 2016 I went into Corporate Training and was the National Training Manager for an Advertising and Marketing Firm. I trained all new Business Development Managers in product, process and systems in both our Australian and New Zealand Offices. I was also heavily involved in the design of a new CRM system and rolling this out, as well as providing ongoing support to both countries. In 2017, I have since returned to the Contact Centre industry in my role as a Quality Assurance Office with Samsung Electronics Australia. Responsible for monitoring inbound and outbound calls from teams based at Head Office to ensure that consumers are appropriate served and to escalate cases that are required for further review to ensure that the brand of Samsung is projected in a positive manner. When I am not busy with work, you can find me then working in the Horse Racing Industry and covering a range of events in this aspect of my life. However, this is my down time as I am just as passionate about horses as everything else in my life.