Michelle Cox was elected to the CCO Forum Committee in May 2007.Previously; Michelle was General Manager (Head of Business) MBF Alliances, the 9th largest private health insurer in Australia and based in Adelaide, South Australia. MBF Alliance was a subsidiary company of the MBF Group and along with MBF Australia formed the PHI division of the Group business. In addition she was also General Manager of the Groups PHI Operations, which service in excess of 2 million customers. (The MBF Group has recently been purchased by British company BUPA and during the early merger period Michelle is responsible for integrating and building the future state strategy of the Contact Centres and managing the Alliance transition).
Michelle has previously worked in the Financial Service and Banking Industries for over 20 years, incorporating the Call/Contact Centre Industry for more than 15 years.Additionally in this period she consulted to build the SOCOG, Sydney 2000 Olympic Contact Centre global turn-key solution, for distribution of all sales and services. As a Senior/Executive Manager in Organisations she has been responsible for the strategic direction, product penetration and the provision of shared services of business units, including profit deliverables. Her other responsibilities have included management of Outsource providers, Global Media spokesperson, and public speaker, often in the context of Customer Advocacy (be it B 2 B or B 2 C) practises.Michelle has specialised in Distribution of product and services, primarily in roles of Sales, Operational Management within the Financial Services and Health Insurance industry. As well as channels specialisation eg. Call/Contact Centre, Web, and Retail Outlets.
Her management expertise includes the build and operation of a number of Call/Contact Centres, and Retail Outlets (including Bank branches) and transformation of others. These have largely been in the Sales and product distribution based arena providing Shared Services (profit centres) within the Financial Services/Banking Industry, with the exception of Sydney Olympics, an exciting and successful opportunity of major event management.
Expertise
Michelle’s key areas of expertise are in the areas of:- Leadership - Change Management
- Contact centre
- Finance Industry
- Insurance Industry
