Tarush Airi is a Senior Manager of Workforce optimization at ASB Bank, bringing a wealth of experience in research and analysis, contact centre reporting, and workforce management.

With over 10 years of industry experience, Tarush has has been instrumental in driving operational efficiency and strategic growth during his tenure at ASB.

His experience and insights make him an ideal speaker on workforce management, business transformation in retail banking operations and we are honored to have him present on stage for the Auckland leg of this year’s Engage on the Road.

Marty Carroll is an experienced financial services professional with over 25 years in the industry. In his current role as the Manager of Business Process and Solutions at ASB Bank, Marty brings a wealth of knowledge in project management, change management, and product management.

Throughout his career at ASB Bank, Marty has demonstrated expertise in driving innovation and improving operational efficiency to enhance the bank’s services and customer experience.

Marty will share insights, best practices in process optimization, and innovative approaches to improving business operations in the rapidly evolving financial sector.

Skye Jacometti is a dedicated professional currently working at Serco as the Workforce Manager, where she is responsible for overseeing workforce planning and analytics.

Skye has an extensive career of over 15 years in workforce planning and analytics and held various roles within Serco building on her expertise in workforce management. Her commitment to innovation and collaboration has significantly contributed to the success of the organizations she has been part of.

We are privileged to have Skye joining us for this years Roadshow.

Cherie Cameron has over 20 years professional experience in Workforce planning and is currently working as the Head of Workforce Optimization at RACV. In her current role, Cherie leads a dynamic team dedicated to ensuring that RACV’s workforce is aligned with the company’s strategic objectives, thereby enhancing overall productivity and service delivery.

We are happy to have Cherie sharing her insights and experiences.

Elif has been working in the Customer experience industry for close to ten years. Starting her career at Woolies X as a contact centre agent, Elif showed great aptitude and quickly moved up the ranks from Agent, to Real Time Analyst, to Workforce Planner and currently holds the position of Realtime Team Manager at the Woolworths Customer Hub.

Melissa van der Burgt is the Head of Customer Experience Centres at Allianz Australia. With over 15 years of experience in the industry, Melissa is a seasoned expert in managing and optimizing contact centres to enhance customer experience. She has a proven track record of transforming performance and delivering exceptional results. Known for her ability to build and lead high-performance teams, Melissa is passionate about mentoring and coaching her staff to achieve operational excellence. Her authentic leadership style and deep commitment to customer satisfaction make her a standout leader in the field of customer experience management.

Vince Santamaria is a seasoned Contact Centre leadership professional with 13 years of industry experience. In his current role as Head of Continuous Improvement at Allianz Australia, Vince leads the continuous improvement and project integration functions, focusing on enhancing experiences for customers, partners, and employees.

With a strong background in customer experience and contact center operations, Vince has held several key positions at Allianz Australia over the past decade. Vince’s expertise spans various facets of contact center management, including customer experience, workforce planning, reporting, and transformation, and has earned him recognition, including National Customer Contact Manager of the Year and National Customer Contact Leader of the Year

Brianna Cattanach is the National Manager of Mental Health Strategy and Delivery at Allianz Australia, where she specializes in workplace mental health, psychosocial safety, and wellbeing. With a solid foundation in Psychology and Occupational Therapy, Brianna has an extensive background that includes direct service provision, occupational rehabilitation, and consultancy roles. Her career has focused on managing complex psychological injuries and claims, leading initiatives in organizational development, and collaborating with national regulators to enhance workplace safety and recovery outcomes for Australians.

Nick Gillespie is a seasoned professional with over 16 years of experience at Zurich Financial Services Australia. Currently serving as the Manager of Customer Care, Nick leads and manages the teams for Zurich’s Life & Investments division. His expertise spans insurance, financial services, and risk management, with a focus on maximizing team performance and business results.

Throughout his career at Zurich, Nick has held various leadership positions, including Premium Services Team Leader and Contact Centre Team Leader. He is skilled in driving operational excellence, service delivery, and continuous improvement while ensuring compliance with governance standards.

Gizelle is an accomplished leader in Customer Experience and support, currently serving as the Head of Customer Support at Tyro Payments. In this role, Gizelle is dedicated to enhancing customer satisfaction through her management of a multichannel support team that provides assistance across various platforms, including phone, email, and social media.

With a strong background in contact center management, Gizelle has successfully implemented company-wide initiatives focused on improving the Net Promoter Score and overall Customer Experience. Her career began in accounting, but her passion for customer service propelled her into leadership roles, where she has consistently prioritised customer-centric strategies.

Previously, as the Customer Experience & Sales Manager at LMG and Contact Centre Manager at Premier Farnell, Gizelle honed her skills in developing high-performing teams and fostering a culture of service excellence. Her commitment to maintaining ISO9001 standards and conducting yearly audits reflects her dedication to delivering quality customer service.

Gizelle holds an Advanced Diploma in Accounting from UNSW and leverages her diverse experience to drive continuous improvement in customer support operations, ensuring a focus on customer needs and satisfaction at every level.

Michael is a Customer Experience industry veteran and advocate for change and technology adoption. During his 25+ year tenure Michael has gained recognition for his knowledge and expertise across the industry and has held senior roles within many of the regions key contact centre and customer experience organisations.

In his current role as Vice President for Australia and New Zealand at Verint, Michael leads the entire ANZ team and is responsible for the development and implementation of Verint’s in region operations. Michael has been instrumental in helping organisations across Australia and New Zealand transform the way they engage their customers to drive success.

Andy Hardy is a seasoned professional with over 27 years of experience in employee development and engagement. Currently serving as the Director of CX Automation GTM Strategy for APAC at Verint, Andy has a proven track record in workforce engagement management and go-to-market strategies.

Andy is recognized as a captivating public speaker and transformation evangelist in employee engagement, working to educate customers on the benefits of an engaged workforce while ensuring alignment across various teams within the organisation.

Jeff Tennant is an accomplished Account Executive at Verint, where he leverages his extensive experience in customer engagement and analytics. With a strong background in technology solutions, Jeff specialises in helping organisations enhance their operational efficiency and improve customer interactions through innovative software applications. His expertise in understanding client needs and delivering tailored solutions has positioned him as a trusted advisor in the industry.

Kate is the Director of CX Automation GTM Strategy for APAC at Verint, with over 17 years of experience in the customer engagement and analytics sector. She is an expert in Voice of the Customer toolsets, including Speech Analytics, AQM, and Experience Management solutions.

Kate specialises in helping organisations adopt Customer Experience strategies using proven CX principles and analysis methodologies across diverse industries in APAC and the Middle East

Ian leads Verint’s Australia and New Zealand Strategic & Business Advisory Business Unit and is based in Sydney. Ian has vast experience at Executive leadership level running large multi-site operations and service functions and specializing in business transformation.

Prior to working for Verint Ian has over 25 years of customer experience delivery in a diverse range of industries, from logistics and freight at TNT / FedEx through to financial services at both Commonwealth Bank of Australia and Westpac.