Sarah Norman

For over 20 years, I have had the honour of creating, transforming, and leading Sales, Service, and Customer Retention operations across many diverse industries. My extensive experience covers all aspects of Contact Centre management, including Human Resources, Learning & Development, and Organisational Change Programs. I have successfully led cross-functional teams across Australia and the wider Asia-Pacific region. 

 

I specialise in overhauling contact centre operations and sales teams to enhance overall performance. With a comprehensive approach encompassing people, processes, and technology, I ensure that every aspect of your contact centre, sales, and customer service team operates in harmony to achieve your strategic objectives. My expertise lies in building, growing, and refining these critical operations to exceed business performance expectations.
 

As a people-centred leader, I am deeply curious about what motivates individuals and how to bring out their best through coaching and personal development. I provide personalised coaching and use various diagnostic tools, including the Myers-Briggs Type Indicator (MBTI®), the Herrmann Brain Dominance Instrument (HBDI®), DISC Advanced®, and the Mayer–Salovey–Caruso Emotional Intelligence Test (MSCEIT®), to foster personal and team growth. This approach ensures we optimise business operations while investing in the individuals driving those results. Additionally, I facilitate team sessions to promote positive group dynamics.

As a certified change practitioner, I thrive on guiding businesses through transformative changes, creating environments where employees feel valued and inspired, and partnering with clients to turn their visions into reality. I prioritise listening to and understanding your objectives to form bespoke, practical solutions.

With certifications in Human Resources, Organisational Coaching, and Change Management, and accreditations in numerous diagnostic tools, I am well-equipped to support the unique challenges of your business. My goal is to empower your journey with insights and strategies that resonate – and to also have some fun along the way!