Athena Consulting

-2019 Gold Stevie Award Winning Consulting Firm-
Driving and enabling the evolution of the customer contact industry through strategic advisory and transformation support.

Chief Nerd (Founder)

Inspiring Rare Birds

Business Mentor

The Prominenti Society

Frances is available to speak on topics such as project and change management, mindset and performance, customer experience and operational excellence, creating high-performance cultures, and her journey as an entrepreneur.

Speaker, MC, Panelist, Workshop Facilitator

The Entourage

Growth Services Partner - Platinum

Auscontact Association

Deputy Chair

Non Executive Director

Stennett Consulting

Stennett Consulting are a boutique consulting firm with experienced & qualified consultants spanning a wide range of skillsets and capabilities.

Senior Associate

Wireless Anywhere - Distribution Management Partner of Vodafone Australia

Wireless Anywhere Group are a distribution management partner for Vodafone, and owners of QLBS Australia.

My role involved managing all Support Team functions, including Customer Service, Training, Technical Support, IT, Telephony, Reporting, Website, Branding, Communications, and Outbound Sales.

My primary purpose in the business was to make the Wireless Anywhere Group more efficient, productive and cost effective. I achieved this through ongoing process reviews, technology enhancements, and the design, development and project management of new functions and business models.

Wireless Anywhere Group more than doubled in size since I started in March 2010.

General Manager - Operations

Canon Australia

Canon Australia are part of the Oceania region of the global Canon family.

My role at Canon was 2IC to the Contact Centre Manager, for a single-site, 80 seat contact centre.  I directly managed the Workforce Planning, Reporting, Training, Team Morale and Project Management functions within the centre.

I performed Acting Manager roles a number of times during my 4 years at Canon, assuming responsibility for the Customer Service, Technical Support, Budgeting and Strategic Planning functions.

In addition to my primary functions within the business, I managed a number of special projects during my time at Canon, including a review of the centre against best practice standards & a subsequent business improvement project, a response to tender to maintain the contact centre function in-house and on-shore, and eventually a transition project to manage the seamless relocation of the contact centre function to an offshore outsource company.

After the successful completion of this transition, my role with Canon came to an end.

Workforce Planning & Operations Manager

Medicare Australia

My role at Medicare Australia was as a part of the National Telephony Channel Group.  The role of the group was to bring consistency and efficiency to the national network of Medicare Contact Centres, who were all locally managed, and had limited visibility and understanding of Workforce Planning and Efficiency principles, and no centralised system or process to ensure their resources were effectively managed.

During my time at Medicare, the group implemented a number of process enhancements, including a centralised Forecasting and Scheduling tool, a detailed Reporting tool, and a more sophisticated Telephony functionality.  This was all achieved with minimal capital investment, and through negotiation and liaison with each of the individual State Managers across the country.

National Workforce Planner

Teletech International

Teletech International are a large Outsourced Contact Centre provider, managing a wide range of projects from small 10 seat operations, to 500+ seat single site operations.

During my time as a Senior Resource Planner, my responsibilities were be the 1st level of support and escalation for the resource planning team, acting as a subject matter expert and training the team in Resource Planning principles and processes, our WFM System functionality, and all Reporting tools and processes.

I was responsible for coordinating and presenting training on Contact Centre Fundamentals for all new company employees, ranging from frontline staff, to account managers and senior executives.  I was also responsible for 'what-if' modelling for new client opportunities, conducting client tours, building reporting tools and working closely with the Telephony team to ensure that client requirements were met.

Senior Resource Planning Consultant

Resource Planning Specialist

Billing Specialist

Customer Service Representative

I help time-poor businesses, founders & executives drive scalable profitability through customer excellence, operational efficiencies, technology optimisation & process automation.

Harness your purpose & passion to drive your productivity.

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