Specialties: Call Centre Operational Management Client Service Customer Experience Marketing/Communications Change Management

Principal - Helpline Services Leader @ I am the Helpline Services Leader. I lead client service teams of brilliance that look after Australia and New Zealand. My staff, in turn, provide the best customer service to all Mercer clients and members. Mercer helps clients around the world advance the health, wealth, and performance of their most vital asset — their people. From August 2014 to Present (1 year 4 months) Melbourne Area, AustraliaManager - Customer Experience @ Head of the following areas for Billing and Credit: complaints communications events financial hardship culture training organisational development. From September 2011 to July 2014 (2 years 11 months) Melbourne Area, AustraliaChange Manager @ From October 2010 to September 2011 (1 year) Assistant Marketing Manager - Investments and Client Communications @ From October 2009 to October 2010 (1 year 1 month) Assistant Marketing Manager - Investments and Client Communications @ From October 2008 to October 2010 (2 years 1 month) Team Manager @ Protection Call Centre Business Superannuation Call Centre Heritage products Call Centre From September 2005 to October 2008 (3 years 2 months) Team Leader @ From September 2003 to September 2005 (2 years 1 month) Team Leader @ From August 1999 to September 2003 (4 years 2 months)

Certificate 4 in Customer Contact, Call Centres @ Swinburne University of Technology From 2005 to 2005 Bachelor of Music, Music @ Australian Catholic University From 1989 to 1993 Sally Forde is skilled in: Change Management, Customer Experience, Financial Services, Stakeholder Management, Call Center, Business Analysis, Project Delivery, Business Process Improvement, Coaching, Performance Management, Relationship Management, Team Management, Project Management, Operations Management, Stakeholder Engagement