CEO - Optimum Operating Procedures and Services Pty Ltd
- CSP - International Speaker, Trainer, Researcher, Author, Podcaster
Education & Training
About Me - My Biography
In 1994 I founded one of Australia’s most respected training companies, Optimum Operating Procedures and Services Pty Ltd (OOPS). Now a thriving provider of mystery shopping, service benchmarking, surveys and focus groups, competitor audits, staff training and leadership development.
As an international Certified Speaking Professional (CSP), an accredited trainer and assessor, I combine my extensive experience and specialised knowledge with an absolute commitment to igniting the potential in each and every individual so they can achieve outstanding results. My program participants – from across the registered club industry, hospitality, manufacturing, real estate, automotive, self storage, Government, Women in Business and professional services sectors – leave my presentations feeling inspired, educated and equipped to deliver outstanding service experiences.
Employing a team of 70+, working with multimillion dollar clients and coaching and mentoring the leaders of tomorrow as well as SME Entrepreneurs, and Women In Business, I believe in seeing and igniting the potential in others, so they choose the life they want not the life others tell them to have.,
My key focus and passion pertains to service delivery and expectations of the 21st century customer, through mapping the journey of today’s customer, and believe no matter what industry, service is the key point of difference in creating the essential human connection. The emergence of the Extreme Customer, who is connected, competitive and optimistic, and relentless in his/her pursuit of value, is driving the changes in how organisations deliver their product or service.
Some of my clients have 5 generations in their organisation both frontline and management, therefore I have developed the “Non-Negotiable Service Standards” plan to connect and frame the intergenerational workplace. I also deliver a Keynote and online course (launched May 2019) on Connecting Generations Through Customer Service.
With over two decades of measuring and analysing my clients and their competitors, my presentations are content rich with real case studies delivered with passion and authenticity – leave my presentations feeling inspired, educated and equipped to deliver outstanding service experiences to your customer and team.
Providing our clients an insight through our tailored OOPS Insight Reports (Mystery Shopping) on their clients needs and the service that they are provided by staff, the image of the business and the day to day operations and of course marketing strategies and their success. My other passion is professional speaking and traininging through our various Customer Service, Leadership and Coaching workshops. My new topic Handbag of Life is a presentation for women both in business and in the workforce or re-entering, it is a framework to guide your journey in life and business. Take a look at our website for further information.
I love what I do. Being a woman in business has been challenging, however, not daunting, and I have enjoyed over the years watching other woman grow their businsses and succeed. Over the years I have had the great honour in mentoring women in small business and supporting their future endeavours. I spend a lot of time in my company but I do allow myself to enjoy the journey a little more now.
Travelling – overseas and Australia. Receiving Superior Customer Service and praising and acknowledging those who provide it. Follow and comment on my blog where I write on Superior service that I have received and ask you to comment positively and add your Superior service experience. The link is on my website www.oops.net.au
How I Can Help Other Members
I have been a serial mentor for various Women in Business programs over the past 6 years and look forward to hopefully being part of the ABN Mentornet program in the future.
Why I Became a HerBusiness Member
I have been a member on/off for many years but have not been diligent in the last few years in really using my membership to my benefit so this year I joined the Growth Member membership and am enjoying meeting other woman who have well established businesses and hearing about their next part of the journey.