2021 Auscontact State & National Award Winners
Each year the Auscontact Association announces the winners of the best contact centre talent in Australia and this year is no different with the announcement of the 2021 Auscontact Award Winners.
There is a range of award categories with a range of awards for the frontline through to Team Leaders, Workforce Management, Customer Experience, Management and more.
And this year’s panel of expert judges were kept busy assessing a number of individuals to determine the best of the best within the Australian contact centre industry.
The judging process consists of an online application and a 30-minute phone interview with the judges for the individual awards.
There was no face to face or on-site visits.
The 2021 Auscontact Judges
Auscontact relies on volunteer judges for the awards process and it takes a lot of commitment with the judges this year spending approximately 15 hours per week over six weeks to complete the judging.
Recognition and congrats to the following 2021 Auscontact judges:
- Ben Toomey
- Candice Suttor
- Jacqueline Laing
- James Birchall
- Jason Thals
- Scott Coleman
- Scott Nash
- Tammy Zammit
- Todd Gorsuch
For those unaware of how the 2021 Auscontact awards process works, each state hosts their own awards night where they announce up to 3 state finalists, and from those finalists, a State winner is announced.
At the national awards night held online on Friday 19th November, a national winner from each category is announced as the Auscontact National champion for their respective category.
The 2021 Auscontact National Award Winners and Finalists:
Below are each of the different award categories, with the finalists and the winner who will represent the state at the 2021 Auscontact National Awards. Simply click on the tab to see the finalists and winners for each state along with the overall National Winners.
Vic/TasNSWWAQLDSANational
Victoria/Tasmania
| Customer Contact Professional | |
| Finalists | Winner |
| Emma Male – Concentrix Services Pty Ltd (VIC) | Andrew Whiting – Concentrix Services Pty Ltd (VIC) |
| Robyn Smith – recoveriescorp (VIC) | |
| Andrew Whiting – Concentrix Services Pty Ltd (VIC) | |
| Digital/Omni Channel Champion | |
| Finalists | Winner |
| Chantal Bromely – Concentrix Services Pty Ltd (VIC)* | Chantal Bromely – Concentrix Services Pty Ltd (VIC) |
| Karly De La Haye – ANZ (VIC) | |
| Rodo Israel Mainque – ANZ (VIC) | |
| Operations Champion | |
| Finalists | Winner |
| Luke Llewellyn – Australian Taxation Office (VIC)* | Luke Llewellyn – Australian Taxation Office (VIC)* |
| Himangi Modi – recoveriescorp (VIC) | |
| Scott Mortimer – Australian Taxation Office (VIC) | |
| Workforce Management Champion | |
| Finalists | Winner |
| Joshua Baleibaravi – Australian Taxation Office (TAS)* | Joshua Baleibaravi – Australian Taxation Office (TAS) |
| Justin Phengrasmy – EastLink (VIC) | |
| People Champion | |
| Finalists | Winner |
| Rachel Bouroutzis – ANZ (VIC) | Joshua Simms – recoveriescorp (VIC)* |
| Christine Jennings – Concentrix Services Pty Ltd (VIC) | |
| Joshua Simms – recoveriescorp (VIC)* | |
| Team Leader/Team Manager | |
| Finalists | Winner |
| Jake Henderson – Concentrix Services Pty Ltd (VIC) | Jake Henderson – Concentrix Services Pty Ltd (VIC) |
| Todd Thompson – ANZ (VIC) | |
| Kylie Webster – NIB Health Fund (VIC) | |
| Customer Experience Champion | |
| Finalists | Winner |
| Marc Genreau – City of Melbourne (VIC) | Ashleigh Kentish – EastLink (VIC) |
| Ashleigh Kentish – EastLink (VIC)* | |
| Dorothy Souphanh – STARTEK (VIC) | |
| Contact Centre Manager | |
| Finalists | Winner |
| Patricia Anastasakis – Australian Taxation Office (VIC) | Alan Whelan – Concentrix Services Pty Ltd (VIC) |
| Joanna Stanway – Australian Taxation Office (TAS) | |
| Alan Whelan – Concentrix Services Pty Ltd (VIC) | |
| Hero Award | |
| Finalists | Winner |
| Emma Fowkes – Concentrix Services Pty Ltd (VIC) | Emma Fowkes – Concentrix Services Pty Ltd (VIC)* |
| Best Talent | |
| Finalists | Winner |
| Australian Taxation Office | Concentrix Services Pty Ltd |
| Concentrix Services Pty Ltd | |
| recoveriescorp | |
| Operations | |
| Finalists | Winner |
| ANZ (People Capability) | recoveriescorp (People Capability)* |
| Concentrix Services Pty Ltd (People Capability) | |
| recoveriescorp (People Capability)* | |
| Customer | |
| Finalists | Winner |
| CPM Australia – L’Oréal Team | CPM Australia – L’Oréal Team* |
| Change, Innovation and Improvements | |
| Finalists | Winner |
| No entries | |
New South Wales
| Customer Contact Professional | |
| Finalists | Winner |
| Adi Bowman – Coca Cola Amatil | Eliza Burns – Coca Cola Amatil |
| Eliza Burns – Coca Cola Amatil | |
| Chanelle Milligan – Service NSW | |
| Digital/Omni Channel Champion | |
| Finalists | Winner |
| Stefania Papagiannopoulou – Teachers Mutual Bank | Stefania Papagiannopoulou – Teachers Mutual Bank |
| Emma Xenakis – NIB Health Fund | |
| Operations Champion | |
| Finalists | Winner |
| Olivia Buckman – NIB Health Fund | Olivia Buckman – NIB Health Fund |
| Maria Montemurro – Teachers Mutual Bank | |
| Jega Ponnambalam – Ampol | |
| Workforce Management Champion | |
| Finalists | Winner |
| Patrick Byrne – Aussie Home Loans | Nicole Iveli – Service NSW |
| Nicole Iveli – Service NSW | |
| People Champion | |
| Finalists | Winner |
| Natalie Keushkerian – Coca Cola Amatil | Tamara Vanderent – Australian Taxation Office |
| MD Shafiul Alam – Australian Taxation Office | |
| Tamara Vanderent – Australian Taxation Office | |
| Team Leader/Team Manager | |
| Finalists | Winner |
| Fiasasagi Leha’uli – Service NSW | Fiasasagi Leha’uli – Service NSW |
| Vakina Magoulias – Coca Cola Amatil | |
| Andrew Roberts – Aussie Home Loans | |
| Customer Experience Champion | |
| Finalists | Winner |
| Gawthamy Janarthanan – Teachers Mutual Bank* | Gawthamy Janarthanan – Teachers Mutual Bank |
| Nicole Manojlovic – Australian Taxation Office | |
| Kayla O’Toole – Australian Taxation Office | |
| Contact Centre Manager | |
| Finalists | Winner |
| Rameil Betyousef – Ampol | Kathy McDonald – Australian Taxation Office |
| Kathy McDonald – Australian Taxation Office | |
| Hero Award | |
| Finalists | Winner |
| Daniel Mallett – Aussie Home Loans* | Daniel Mallett – Aussie Home Loans |
| Best Talent | |
| Finalists | Winner |
| Aussie Home Loans | Coca Cola Amatil |
| Australian Taxation Office | |
| Coca Cola Amatil | |
| Operations | |
| Finalists | Winner |
| Coca Cola Amatil (People Capability) | TTEC International (People Capability) |
| TTEC International (People Capability) | |
| TTEC International (Performance) | |
| Customer | |
| Finalists | Winner |
| BlueLink International Australia | Service NSW – Community & Life Events Team |
| Service NSW – Community & Life Events Team | |
| Change, Innovation and Improvements | |
| Finalists | Winner |
| Aussie Home Loans | Aussie Home Loans |
| Teachers Health Fund | |
| Teachers Mutual Bank | |
Western Australia
| Customer Contact Professional | |
| Finalists | Winner |
| Natalie Lareu – Synergy | Lisa Tuara – Synergy |
| Geri Martillana – Teachers Mutual Bank | |
| Lisa Tuara – Synergy | |
| Digital/Omni Channel Champion | |
| Finalists | Winner |
| Bernie Fraser – Bankwest* | Bernie Fraser – Bankwest |
| Raj Jadeja – Teachers Mutual Bank | |
| Gen Maisey – Bankwest | |
| Operations Champion | |
| Finalists | Winner |
| Eleanor Hughes – Bankwest | Eleanor Hughes – Bankwest |
| Workforce Management Champion | |
| Finalists | Winner |
| Kerrin Chivers – Bankwest | Krystle Pinny – Bankwest |
| Krystle Pinny – Bankwest* | |
| People Champion | |
| Finalists | Winner |
| Trish Chapman – Bankwest | Melissa Vincent – Synergy |
| Melissa Vincent – Synergy | |
| Team Leader/Team Manager | |
| Finalists | Winner |
| Laura Russell – Australian Taxation Office | Marianne Scholtz – Bankwest |
| Marianne Scholtz – Bankwest | |
| Customer Experience Champion | |
| Finalists | Winner |
| Lauren Day – Bankwest* | Lauren Day – Bankwest |
| Contact Centre Manager | |
| Finalists | Winner |
| Anna Michelson – Australian Taxation Office | Mel Molloy – Bankwest |
| Mel Molloy – Bankwest | |
| Kimberley Thirkle – Synergy | |
| Hero Award | |
| Finalists | Winner |
| Caroline Yeo – Bankwest | Caroline Yeo – Bankwest |
| Best Talent | |
| Finalists | Winner |
| Bankwest | Synergy |
| Synergy | |
| Operations | |
| Finalists | Winner |
| Synergy (People Capability)* | Synergy (People Capability) |
| Customer | |
| Finalists | Winner |
| No entries | |
| Change, Innovation and Improvements | |
| Finalists | Winner |
| No entries | |
Queensland
| Customer Contact Professional | |
| Finalists | Winner |
| Heather Beech – Brisbane City Council* | Heather Beech – Brisbane City Council |
| Bridget Biggin – Smart Service Queensland | |
| Misty Tyler-Jones – Brisbane City Council | |
| Digital/Omni Channel Champion | |
| Finalists | Winner |
| Briony Burrows – Smart Service Queensland | Briony Burrows – Smart Service Queensland |
| Operations Champion | |
| Finalists | Winner |
| Sydney Fogg – Smart Service Queensland | Bernadette Hill – Smart Service Queensland |
| Bernadette Hill – Smart Service Queensland | |
| Sam Powley – Auto & General Holdings | |
| Workforce Management Champion | |
| Finalists | Winner |
| Rebecca Chamberlain – Brisbane City Council | Jessica Jackson – Smart Service Queensland |
| Jessica Jackson – Smart Service Queensland | |
| Nicci Sugden – Allianz Australia | |
| People Champion | |
| Finalists | Winner |
| Melissa Dodds – Allianz Australia | Eliza Pati – Smart Service Queensland |
| Kerri Gramshaw – Smart Service Queensland | |
| Eliza Pati – Smart Service Queensland | |
| Team Leader/Team Manager | |
| Finalists | Winner |
| Layla Black – Auto & General Holdings | Narelle Bullock – Brisbane City Council |
| Narelle Bullock – Brisbane City Council* | |
| Bianca Greenwood – Allianz Australia | |
| Customer Experience Champion | |
| Finalists | Winner |
| Ryan Kerr – Smart Service Queensland | Ryan Kerr – Smart Service Queensland |
| Georgia McConnell – Brisbane City Council | |
| Jay Sorrell – Auto & General Holdings | |
| Contact Centre Manager | |
| Finalists | Winner |
| Sarah Azzopardi – Smart Service Queensland | Campbell Garrett – Smart Service Queensland |
| Kilian Boushel – Smart Service Queensland | |
| Campbell Garrett – Smart Service Queensland | |
| Hero Award | |
| Finalists | Winner |
| Jacqui Marchment – Australian Taxation Office | Jacqui Marchment – Australian Taxation Office |
| Best Talent | |
| Finalists | Winner |
| Auto & General Holdings | Brisbane City Council |
| Auto & General Holdings | |
| Brisbane City Council | |
| Operations | |
| Finalists | Winner |
| Collection House (Workforce Optimisation) | Collection House (Workforce Optimisation) |
| Customer | |
| Finalists | Winner |
| Australian Taxation Office | Brisbane City Council |
| Auto & General Holdings | |
| Brisbane City Council | |
| Change, Innovation and Improvements | |
| Finalists | Winner |
| Australian Taxation Office | Australian Taxation Office |
| Residential Tenancies Authority | |
| Sunshine Coast Regional Council | |
South Australia
| Customer Contact Professional | |
| Finalists | Winner |
| Kathryn Bloem – Australian Taxation Office | Kathryn Bloem – Australian Taxation Office |
| Bianca Crabb – Allianz Australia | |
| Angela Zito – BGIS | |
| Digital/Omni Channel Champion | |
| Finalists | Winner |
| Kayla Olver – Sweat | Kayla Olver – Sweat |
| Gagan Sidhu – BGIS | |
| Operations Champion | |
| Finalists | Winner |
| Danielle Hogan – Allianz Australia | Danielle Hogan – Allianz Australia |
| Lihendra Husni – BGIS | |
| Workforce Management Champion | |
| Finalists | Winner |
| No entries | |
| People Champion | |
| Finalists | Winner |
| Richa Shah – BGIS | Richa Shah – BGIS |
| Amanda Wright – Allianz Australia | |
| Team Leader/Team Manager | |
| Finalists | Winner |
| Nathan Bitmead – Allianz Australia | Nathan Bitmead – Allianz Australia |
| Sonya Hup – Australian Taxation Office | |
| Michelle Marafiote – Sweat | |
| Customer Experience Champion | |
| Finalists | Winner |
| Caleb Rice – Australian Taxation Office | |
| Contact Centre Manager | |
| Finalists | Winner |
| Gary Saponari – Allianz Australia | Gary Saponari – Allianz Australia |
| Kathryn Kennedy – Australian Taxation Office | |
| Hero Award | |
| Finalists | Winner |
| No entries | |
| Best Talent | |
| Finalists | Winner |
| Allianz Australia | Allianz Australia |
| Australian Taxation Office | |
| BGIS | |
| Operations | |
| Finalists | Winner |
| Australian Taxation Office (Workforce Optimisation) | BGIS (Performance) |
| BGIS (Performance) | |
| Customer | |
| Finalists | Winner |
| No entries | |
| Change, Innovation and Improvements | |
| Finalists | Winner |
| No entries | |
National Winners
Congratulations to all the National Winners!
Congratulations to all the national winners below that were announced in an online awards events held on Friday 19th November.
| Customer Contact Professional | |
| National Winner: | Andrew Whiting, Concentrix Services Pty Ltd |
| Digital/Omni Channel Champion | |
| National Winner: | Briony Burrows, Smart Services Queensland |
| Operations Champion | |
| National Winner: | Danielle Hogan, Allianz Australia |
| Workforce Management Champion | |
| National Winner: | Jessica Jackson, Smart Services Queensland |
| People Champion | |
| National Winner: | Eliza Pati, Smart Services Queensland |
| Team Leader/Team Manager | |
| National Winner: | Narelle Bullock, Brisbane City Council |
| Customer Experience Champion | |
| National Winner: | Ryan Kerr, Smart Services Queensland |
| Contact Centre Manager | |
| National Winner: | Campbell Garret, Smart Services Queensland |
| Hero Award | |
| National Winner: | Jacquie Marchment, Australian Taxation Office |
| Best Talent | |
| National Winner: | Smart Services Queensland |
| Operations | |
| National Winner: | recoveriescorp – People Capability |
| Customer | |
| National Winner: | Brisbane City Council |
| Change, Innovation and Improvements | |
| National Winner: | Australian Taxation Office |
| Service Excellence Award | |
| National Winner: | NIB Health Fund |
Based on the results, it seems Queensland is the place to be!
You can see photos from the various events on the Auscontact Facebook page.
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