Resume

My professional journey in building decision-grade analytics systems.

Experience

APS6 - NCC Performance Reporting Analyst

Jul 2023 - Present

National Disability Insurance Agency (NDIA)

Lead performance reporting and analytics for the National Contact Centre, delivering KPI governance, reporting assurance, executive ready insights, strategic contact analysis, productivity measurement, and reporting maturity uplift.

Owned KPI governance and reporting assurance across multiple service channels.
Delivered the Voice of the Client review as a strategic divisional deliverable, coordinating 10 analysts.
Designed and implemented PACE productivity impact logic across approximately 2,200 staff.
Automated manual data collection workflows, saving more than 30 hours per week personally.
Maintained Confluence as the reporting source of truth, documenting KPI definitions and QA checks.

Reporting AssuranceKPI GovernanceExecutive ReportingAnalytics

Co-Founder & CFO

Aug 2024 - Present

Watson & Woollams Capital Partners

Direct financial reporting, governance, performance review, and decision support across a multi entity portfolio.

Directed multi entity reporting across profitability, cash flow, and operational performance.
Established reporting frameworks and governance controls to assess investment options.
Reduced manual reporting effort and rework by approximately 40% through automation.
Standardised performance definitions and reporting cadence across entities.

Financial ReportingGovernanceDecision Support

Senior Workforce Reporting Analyst

Jul 2022 - Jul 2023

Probe CX

Delivered workforce, SLA, telephony, payroll, billing, and campaign reporting across CBA Bank contact centre operations supporting 600+ staff.

Produced SLA, occupancy, shrinkage, staffing, and forecasting reporting.
Built dashboards that strengthened oversight of service levels and SLA risk.
Performed payroll and billing validation through reconciliations.

Workforce AnalyticsReporting

Executive Manager

Dec 2022 - Jan 2024

Watson Carriers

Led operational, financial, and client facing functions across a multi state logistics business.

Oversaw operational performance, client coordination, reporting, and workflow design.
Introduced reporting and dashboarding to improve visibility across dispatch and compliance.
Redesigned processes and controls to improve service reliability.

OperationsManagement

Education

Bachelor of Data Science

2015 - 2018

University of Analytics

Major in Statistical Modeling and Machine Learning.