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Timothy Jackson-Smith currently serves as the Chat & Messaging Lead and Patient Experience Team Leader at Montu since June 2023. Prior experience includes a tenure at Origin Energy from June 2015 to November 2022, where roles included Customer Service Team Lead, focusing on team management and development within a contact center environment, achieving significant team engagement scores of 89% in FY20 and 100% in FY21. As a Customer Insights Analyst, Timothy identified and resolved complications within the Customer Service Department, earning an Individual Annual Award for a cost-saving compliance tool. Additionally, as a Coaching and Capability Consultant, Timothy led initiatives for high-performance coaching and system revamps, contributing to performance metrics across various contact centers.