I have been helping businesses with their productivity and performance goals since 1998. I initially focused on operations, process improvement and business analysis roles for Bank of Queensland and QSuper. At QSuper and later at IBM, I took a particular interest in the Six Sigma and lean methodologies.
In 2008 while working at IBM, I began focusing on software development which I really enjoyed. I found having spent 10 years in process improvement and analytics roles gave me a great advantage in making business software.
In 2013 I created UltimateCSR, a contact center management web application. Presented as a 'one-stop-shop', the application had many modules that tackled most areas of contact center operations, including performance analysis, coaching, quality, productivity and collaboration tools. The application supported over 75,000 users in close to 100 contact centers while it operated as a commercial product.
In 2018, UltimateCSR was acquired by Concentrix.
In 2019 I launched SpecFuse - a product planning and project management application. It is the application I wish I had when creating UltimateCSR, and allows software teams to plan the purpose and goals of their application, and capture user needs and specifications in a single platform.