Customer Experience is one of Michele’s greatest passions. It has shaped her destiny in contact centres for over 20 years and is a core objective for her in every plan and every process developed.
Michele has worked in various customer service industries where she has been able to contribute positive change in delivering customer experience, customer satisfaction and ease of use to life. This is combined with a dedicated commitment to improving employee experience that has shown her the importance of achieving balance.
In 2012, Michele started working for Princess Cruises bringing together one of her favourite hobbies as she has been cruising since she was two years old.
Michele said: “For the first eight years in this position, the cruise industry was growing at an incredible rate and every day was different where we were all faced with new and great challenges! It was all about growing, learning, developing, and adjusting to change so quickly.”
“Due to Covid, the past two years taught us all a very different lesson, which also had to be learnt quickly. As people leaders, we develop strong resilience, but our resolve was definitely questioned when it had to last for years not moments especially when you had to hold and carry emotions and uncertainly for all of those around you.”
This has been Michele’s greatest lesson and challenge to date in going through the Covid shutdown in an industry that was halted immediately. She is so grateful that everyone involved pulled together and cruise ships are beginning to return to service in Australia. It was one of the happiest days in her life when the cruise ban was lifted on April 17.
Michele is delighted to be on the ACXPA NSW Advisory Board and looks forward to sharing her lessons with likeminded people and learning from them. “NSW has such a broad spectrum of professionals in various industries so the thought of helping connect each other is a very exciting path to explore,” she said.
Michele Olivier – Current Employment
All ACXPA Advisory Board Members are in voluntary positions with their time donated in addition to their regular employment commitments.
As such, we believe it’s important to recognise their employment and in return for sharing their time, passion and experience, we encourage you to engage with them directly should you need related products or services.