Since 1994 Michelle has spent hundreds of hours delivering insights, retention strategies and leadership programs all while founding one of Australia’s most respected training and research company’s, Optimum Operating Procedures and Services (OOPS). Providing mystery shopping, service benchmarking, focus groups, competitor audits, specialised leadership programs and customer service and engagement frontline training.
Over the past two decades Michelle has presented in Australia and internationally to a variety of industries, focusing upon Connecting multi generations through customer service, intentional leadership – moving from Buddy to Boss, recruiting and retention of talent, resilience in the workplace and Women in business.
Michelle is a Certified Speaking Professional (CSP) and is the PSA Australian Representative of the Global Speakers Federation.
From a foundation in the Hospitality industry and employing a team of 70, Michelle has developed a strong repertoire of “real life” customer service/business success scenarios which she communicates to people from diverse business backgrounds in a variety of forums both locally and internationally. She has transformed hundreds of businesses and individuals in a multi generational workforce.