Michael has worked in customer service leadership roles for over 15 years within the private and public sector.

In that time he has held a variety of leadership roles including within back-office and customer contact environments and has significant industry experience flowing from a number of set-up, change and transformational projects within private and public sector contact centres including:

• Project managing key components within the Customer Contact environment for a successful financial services joint venture,
• project managing the set up of a regional Contact Centre for a private sector organisation,
• creating a new public sector Contact Centre,
• merging numerous Contact Centres into a single virtual operation; and
• Implementing numerous technology solutions into Contact Centres.

Michael has a passion for delivering exceptional customer service, and his teams have won industry awards and accreditation. Michael has presented at a number of industry conferences in recent years to share his experiences.

Michael is currently the Executive Director, Customer Contact at the Fair Work Ombudsman where he leads a multi-site operation assisting Australian businesses and their employees through over 300 customer service and technical staff responding to all front-office inbound and outbound customer contact, workplace complaint registration processes and negotiation-based resolution of workplace complaints.

Michael joined CCMA General Committee NSW in September 2011.