Our People

Greg Bailey, Managing Director

picGreg has over 25 years' experience in the set-up and management of high-performing contact centres and service delivery operations.

He has managed contact centre operations in both the private and public sectors, including functions such as customer service, credit management, telesales, helpdesk, customer retention and workforce planning. Greg has held executive level roles with leading service organisations and been responsible for contact centre operations ranging from less than 10 staff to over 1100 staff.

Contact centres under Greg's management have received numerous industry excellence awards, as well as best-in-class ratings from international benchmarking organisations. Greg has lectured in a number of leading service management education programs and has been featured in leading business publications such as the Bulletin and BRW magazine.

Greg has a proven record of delivering results and establishing long-term client relationships. As Director of Greg Bailey Consulting, has led major business evaluation and improvement projects for leading Australian businesses. These have included operational and strategic contact centre review, contact centre design and set-up, operational improvement projects and outsourcing of contact centre operations. These assignments have spanned many industry sectors including government, telecommunications, financial services, healthcare, automotive, manufacturing, utilities and higher education.

Caz Dawe, Senior Consultant

picCaz has over 20 years' experience in customer development and contact centre design and delivery.

She has considerable expertise in general operations, in particular transition, process development, service delivery, quality and innovation. Further to this, Caz has significant experience in leading both small and large teams and leverages her extensive people management capability to develop creative and effective people and culture strategy and engagement initiatives. With a long history in outsourcing, Caz understands the challenges of being able to deliver to service expectations within commercial realities.

Caz has multi-channel experience in both sales and customer service and has worked in public and private sectors. From a public sector perspective she has worked both directly and indirectly for a number of federal government departments across education, employment and more recently immigration.

With regards to the private sector, Caz has developed and managed operations within numerous industries, in particular financial services, health insurance, travel and utilities. Caz understands the importance of going beyond the transaction and considering the entire customer lifecycle and journey and with her knowledge, skills and experience, she is able to provide insights and develop solutions that maximise the effectiveness of interactions at every stage.

Robyn Bone, Consultant

picRobyn has over 15 years service management experience with high profile companies such as Norwich Union, Optus Vision and Optus Communications.

She has held a number of contact centre related positions, including senior management roles such as National Contact Centre Recruitment Manager and hands-on roles such as Client Service Manager and Team Leader.

Robyn has strong analytical and solution-design skills and has a track record of consistently delivering services that are highly valued by clients. Robyn has provided specialist services such as call and resource planning, report design and the development of call coaching tools and programs for a range of GBC clients.


Our Associates

For assignments requiring additional consultants or supplementary skill sets, we are able to source our network of associates to build a consulting team to meet your particular needs.