My CV

I am an energetic and highly capable person who enjoys working in very fast-paced environments. I have a broad range of skills, and I love applying them to solve complex problems. I have loads of experience in leading teams, analysing data, building new products, and helping customers. I easily move between different types of work because I am super flexible and quick to learn. Uncertainty and ambiguity don’t bother me one bit. I am happiest when I am dealing with lots of high-priority tasks that are all competing for my attention. Many people struggle during periods of rapid change, but this is where I excel and do my best work. I never get overwhelmed or lose my cool, I’m very easy to get along with, and I always bring myself to work in a great mood every single day.

What type of roles I’m looking for

I want an employer that will move as quickly as I do and regularly give me new and interesting tasks to work on. In return you’ll get innovative and creative solutions to your problems and access to my unique experience from a wide range of industries and environments. I love being able to use my technical, business, and people skills all at once, so roles that involve dealing with multiple stakeholders and crossing the technical/business divide are great for me. If this sounds like a role you are hiring for and you think you could use someone like me, please get in touch!

Skills and experience

Interpersonal and leadership
  • Experienced at leading large and geographically dispersed teams
  • Adept at building rapport and long-lasting relationships with internal and external stakeholders including vendors, regulators and clients
  • Exceptional written and verbal communication skills
  • Very comfortable with ambiguity and rapid change
Project management and process optimisation
  • Quick to develop a comprehensive understanding of new business environments and identify opportunities for improvement
  • Familiar with a wide range of business software, tactical frameworks, and strategic methodologies, with great intuition for identifying the best tool for a given problem
  • Able to lead cross-functional projects from inception to successful completion
  • Well-developed lateral thinking to produce novel approaches to difficult problems
Data analysis and machine learning
  • Comprehensive understanding of how to write, maintain and optimise SQL database queries for large and complex datasets
  • Expert user of Microsoft Excel pivot tables, macros, and advanced formula syntax
  • Highly capable with business intelligence and reporting visualisation software including Tableau
  • Experienced with coding in Python for general programming and for data science tasks
  • Skilled at producing clear and concise reports that are carefully designed to meet the needs of the intended audience
  • Assessment of machine learning models for effectiveness
  • Ability to identify appropriate (and inappropriate) uses of artificial intelligence to solve business needs
Payment systems and financial services
  • Strong familiarity with banking payment systems, fraud and risk operations, and merchant facilities
  • Specialist skills in fraud prevention, credit risk assessment, anti-money laundering and KYC onboarding checks
  • Direct experience with chargebacks, 3-D Secure technology and PCI DSS compliance
  • Built customer service teams for a payments company from the ground up
  • Experienced in strategic use of customer service function to drive product development
  • Comprehensive understanding of consumer card technology from both an acquiring and issuing perspective, dealing with Mastercard, Visa, and American Express
  • Understanding of the card payment lifecycle from authorisation to clearing and settlement
Customer focus and dispute resolution
  • Strong familiarity with customer service best practice and reporting metrics
  • Customer focused with deep knowledge of key drivers of customer satisfaction
  • Able to design individual and team performance metrics that provide correct incentives to drive desired outcomes for the customer
  • First-hand expertise working in industry ombudsman schemes (including the Financial Ombudsman Service, the predecessor scheme to AFCA)
  • Formal training in mediation and conciliation (LEADR)
  • Years of experience in customer service and effective handling of complaints
  • Superb customer service skills for managing difficult customer behaviour

Career history

Digital Product Owner – ANZ Bank
January 2020 to present

Key responsibilities

  • Leading a small team of technical analysts to deliver requirements for implementation by software developers
  • Designing exciting customer experiences that leverage newly acquired technologies
  • Setting strategy for how customers will interact with the bank in the future
Financial Crime Operations Manager – Optal
September 2018 to January 2020

Key responsibilities

  • Managing a geographically dispersed team that worked across several key business functions including fraud mitigation, credit risk analysis, and KYC onboarding checks
  • Building complex reporting tools to meet strict regulatory requirements
  • Reporting to senior leadership on the performance of the business over key financial crime measures
  • Acting as a subject matter expert for the rollout of a new machine-learning based fraud detection platform
Data Analyst – Square
January 2017 to August 2018

Key responsibilities

  • Identifying emerging fraud trends and patterns in large data sets across all Square’s non-US markets
  • Utilising data visualisation tools to produce dynamic reports that deliver clear and concise representations of complex datasets for consumption by technical and non-technical staff
  • Assessing the performance of machine learning models and identifying when use of artificial intelligence technologies is appropriate
  • Continuously identifying opportunities to improve processes and procedures
  • Working with external vendors to identify opportunities to add value using outsourced services

Achievements

  • Developed a new reporting technique to accurately report Square’s fraud losses on a per-transaction level enabling more detailed insights than were previously possible
Support Manager, Australia – Square
October 2014 to December 2016

Key responsibilities

  • Delivery of world class customer service for Square’s Australian customers
  • Continuous improvement of contact centre processes to drive productivity improvements and enable the business to scale rapidly
  • Promoting a customer-centric culture amongst staff
  • Participating in the entire customer lifecycle: lead generation, sales, solution deployment, technical support, and retention/complaint handling
  • Building relationships with partner companies and with customers

Achievements

  • Built a multi-function customer service and sales team from the ground up, putting in place the right processes, people, and culture to fit the needs of a rapidly evolving and growing business
Timetable Systems and Data Manager – Public Transport Victoria
October 2013 to October 2014

Key responsibilities

  • Maintaining Public Transport Victoria’s central timetable database system including fixing bugs and expanding functionality
  • Building tools to ingest new data formats
  • Managing a team of twelve staff who carry out a diverse range of business-as-usual and project-related tasks
  • Responding to a variety of requests for reports based on timetable data both from within Public Transport Victoria and from external stakeholders
  • Liaising with transport operators to ensure that timetable data is provided on time and to required standards
  • This was a one year contract position

Achievements

  • Managed the collection and processing of data for two Victorian timetable changes, including changes to train, tram and bus timetables
  • Rapidly built a new team to provide state-wide disruption information to the public
Contact Team Manager – Telecommunications Industry Ombudsman
May 2013 to October 2013

Key responsibilities

  • Managing a team of front-line staff receiving calls from the public relating to complaints about telecommunications providers
  • This was a six month contract role

Achievements

  • Managed the collection and processing of data for two Victorian timetable changes, including changes to train, tram and bus timetables
  • Rapidly built a new team to provide state-wide disruption information to the public
Team Leader – Financial Ombudsman Service
November 2010 to May 2013

Key responsibilities

  • Acting as first escalation point for enquiries from team, internal and external stakeholders
  • Providing guidance and support on complex or unusual queries, interpreting regulations and legislation, and giving advice on the jurisdictional limits of the ombudsman
  • Recruitment, induction, and training of new staff members
  • Managing rostering and work allocation, co-ordinating and planning leave arrangements

Meeting performance indicators for telephone enquiries and dispute handling including reduction of time in call queue, reduction in complaints and escalated issues, and improvements in first point of contact issue resolution

Education

Bachelor of Computer Science
Melbourne University, 2010

Computer science topics

  • Digital systems
  • Algorithmic problem solving
  • Logic and computation
  • Data structures
  • Database systems
  • Computer architecture design
  • Networks and communications
  • Theory of computation
  • Operating systems
  • Artificial intelligence
  • Data on the web and search engine design
  • Human interface design
  • Calculus
  • Linear algebra

Economics and statistics topics

  • Quantitative methods
  • Microeconomics
  • Macroeconomics
  • Economics of the environment
Master of Commerce
Swinburne University of Technology, 2013

Sustainable management topics

  • Commercial accountability challenges
  • Global business sustainability
  • Technology, knowledge management and global integration
  • Leading and managing people in chaos and complexity
  • Corporate social responsibility
  • Organisational design
  • Measuring strategic performance
  • Adaptive strategy
  • Public/private interfaces for sustainable infrastructure
  • Operations and supply chain management

Marketing tools topics

  • Research design and methodology
  • Contemporary applied marketing
Graduate Certificate, Project Management
Monash University, 2016

Project management topics

  • Applied project management
  • Computer based project management tools
  • Global project management challenges
  • Introduction to risk management principles
  • Designing business processes