I am the Helpline Services Leader for Mercer Australia. I have been in the industry of call/contact centres for near 20 years - across industries such as banking, finance and telecommunications, from a consultant, right up to a leader. Being part of this industry has afforded me the opportunity to diversify into marketing, as well as change management. My passion is transformation. My centre is small to medium size of approximately 110 staff, who take a complement of calls from both Australia and New Zealand in superannuation and insurance.