Michael Collie

đź“Ť Melbourne, VIC | đź”— LinkedIn | đź“· Instagram

Profile

I am a customer experience die-hard who’s all about making things feel simple and intuitive - for users and the teams behind the scenes. Over the years, I’ve led CX initiatives, coached teams, and turned feedback into real improvements across fast paced environments.
When I find a project I can get behind, I go all in, bringing my curiosity, energy, and a knack for spotting the stuff that actually makes a difference to create an impact.
I’m not just about the tech; I’m about the people who use it. I thrive on building relationships, solving problems, and making sure everyone feels heard and valued.
Think of me as the glue between customers and tech, minus the corporate buzzwords

Skills

  • Customer Experience
  • Product Support
  • Process Improvement
  • Workflow/Journey Mapping
  • Relationship Management
  • Complaints Handling
  • Identity & Access Management
  • Customer Feedback
  • Waste Reduction
  • Feedback Loop Creation
  • ITSM/ITIL Workflows

Tools

  • Okta
  • Jira
  • Google Suite
  • Atlassian Suite
  • Office 365
  • Lucid
  • Slack
  • Zoom/Teams
  • Intercom
  • 1Password

Work Experience

Versent - Head of Product Support (Stax)

Apr 2023 - May 2025

  • Collaborated with acquiring company to manage strategic shutdown of Stax support operations, ensuring a smooth transition and clear stakeholder communication
  • Engaged in cross-functional collaboration to communicate complex issues between engineers and Stax customers
  • Led the Stax social & community team, driving engagement and fostering a positive community environment
  • Developed comprehensive internal & external documentation to enhance user experience and support
  • Designed and implemented SOC2/PCI compliant processes aligned with audit requirements
  • Unified 8+ customer channels and 40+ inboxes receiving 200+ emails/day
  • Reduced internal software costs by $200k over 12 months
  • Led internal IT management for the Stax team, covering hardware, software licensing, and support systems using ITSM/ITIL aligned workflows
  • Audited internal applications for SOC2 and PCI compliance

Versent - Product Support Engineer (Stax)

Oct 2020 - Apr 2023

  • Translated complex communications between engineers and customers
  • Achieved 100% SLA compliance on support tickets
  • Led Stax social & community team, driving collaboration with not-for-profit companies
  • Developed internal & external documentation
  • Designed SOC2/PCI compliant processes aligned with business goals

Telstra - Technical Solutions Specialist (Contract)

May 2020 - Oct 2020

  • Trained COVID relief staff on legacy systems
  • Produced compliance reports & process improvements
  • Coordinated engineering fleet for NBN installations

Telstra - Process Improvement Consultant

Sep 2017 - Jan 2019

  • Created “Daily Digest” to reduce inbound calls by 80%
  • Enabled 62K increase in sales and 75% drop in call time
  • Offshored contract processing for 21 FTE reduction
  • Improved retail complaint submissions with NPS swing of -38 to +25

Telstra - Continuous Improvement Intern

Jul 2016 - Dec 2016

  • Modernized cheque processing, reducing costs by 45%
  • Saved $250K annually with new printing setup

Telstra - Contact Centre Coach

Jul 2014 - Sep 2017

  • Created call-capture system to track training outcomes
  • Team lead duties and SME for business internet & legacy platforms

Telstra - Contact Centre Consultant

Oct 2013 - Jun 2014

  • Maintained NPS +80 and resolution rate of 90%
  • Educated dealerships and customers on products & processes

Certifications

Volunteering