An active board member of the Customer Contact Management Association Queensland, Anthony is a well respected, award winning Contact Centre Manager with over 15 years experience in the industry. Anthony is regularly called upon to provide advice on strategic policy and programs that focus on business process improvement and implementation, cultural re-structuring and growth, customer retention and system development.

In his current role as Director Channel Management, Smart Service Queensland, Anthony has responsibility for over 350 contact centre seats across 3 sites, 78 counters in rural and regional Queensland, 2 Queensland Government Service Centres, the Queensland Government web portal and also Queensland’s online consultation portal.  

Anthony is credited with developing a new sales and service culture in an underperforming call centre in the private sector, resulting in a reduction in staff turnover from more than 60% to under 30%.

Anthony has extensive qualifications in Project Management, Leadership and Sales and used these skills to successfully establish a Greenfields contact centre for a non-financial institution lender, that incorporated amongst others, a ‘best fit' strategy for activities, customer integration training, implementation of a KPI and review process that incorporated a pay for performance culture and a 360 Degree feedback process for Leaders within the contact Centre.