Lisa is the General Manager Customer Resolution at Westpac a role responsible for working with senior leaders to drive customer focus across the organisation of 5,000 people.
Lisa had been with BT for 20 years in various roles including running the BT contact centre, managing customer service change programs & running key support teams such as training, process improvement, change management & customer experience functions.
Most recently Lisa spent 3 years building Scalable Advice business in BT, a team of 90 people focused on helping customers with their insurance & superannuation needs over the phone.
Lisa’s key areas of expertise are in the areas of:
► Driving customer focused change programs
► Contact Centres
► Developing organisational level strategy & business planning
► People leadership & leading high performance teams
► Mentoring & growing talent
► Sales & Distribution