Business & Coaching Experience
With over 20 years experience in senior executive roles, Gai has led strategic business transformation and people transition strategies in highly-dynamic environments within the Financial Service sector. Gai’s experience with client and staff acquisition and retention, has formed the foundation for the implementation of sustainable business growth strategies.
Leading the redesign of a call centre processing business, in the Financial Service sector, resulted in improvement of 380% over three years. This equated to turnover growth from $500 million to $1.9 billion. The redesign included changes to processes, job roles (with no union issues), systems and reporting. The improvement in financials was matched by an improvement in both staff retention, engagement and the development of cohesive relationships with business partners.
While accountable for addressing the customer attrition issue is one of Australia’s major banks, Gai led the strategic redesign across the organisation, which resulted in a reduction of customer attrition by 14% and growth of $1.4 billion. Subsequently, the strategy and processes were adopted as best practice across the industry.
Gai has led and coached diverse teams ranging from 6 to 160 people. She has coached individuals, teams and leaders through many personal and business scenarios. Her unique ability enables her to quickly pinpoint issues and challenges, then work with the client to bridge the gap.
Over the past four years Gai has masterminded with global digital, online and direct marketing leaders, to stay on top of technology and marketing advances in the global marketplace. Gai holds an MBA focusing on strategic management, marketing and project implementation.
As a business owner, Gai understands how to overcome the challenges and costs involved in acquiring and retaining clients and staff, while staying at the forefront of ever changing technology.
Specialist skills and experiences enable Gai to assist business leaders to develop a strategic focus, while acquiring and retaining of the right clients and staff for your business. Gai offers career and business mentoring; consulting on process redesign and alignment; digital product development and launch strategies; purpose-driven leadership skills; and instilling a culture of high performance in teams.
Gai's Global Community
Gai serves a global community of professional men and women in 39 countries. Through her coaching and mentoring programs Gai supports the community to develop purpose-driven life, career and business skills.
Overcoming several major challenges, including health, losing friends to terrorism and divorce while holding leadership roles, Gai has become touchstone for those seeking a conscious approach to life, business and leadership.