Our people

Deep experience. Real energy. Practical support that helps change stick.

Our best feature is our people. They bring deep experience, practical support, and an energy that helps learning land. More than half our team has been with the business for over 10 years, and some for more than 20 — giving clients continuity, trust and a strong feel for what actually works. They help organisations align around the same language, make behaviour change feel doable, and bring the right mix of support, challenge and enthusiasm to the work.

Caitlin Ziegler

Head of Design & Product

Caitlin designs with creativity and care. She turns complex needs into clear, usable product that makes coaching and QA easier for leaders and teams.

See how Caitlin used purposeful experimentation to lift AI use and productivity.

Mimi Wong

Senior Partner - Consultant

Mimi’s superpower is turning complex ideas into stories people remember. She builds confidence fast, so new skills show up in real conversations and customers feel the difference.

Discover how Mimi helped cut repeat calls and AHT at a leading Australian bank.

Mike Dunn

Director - Consultant

Known for energetic, inclusive facilitation, Mike makes change contagious. He designs simple operating rhythms that turn goals and coaching into measurable habits, so teams improve week by week.

Watch Mike unpack mindset's impact on performance.

Peter Grist

Managing Director

A visionary innovator who makes ideas usable. Peter blends behavioural science and tech into simple operating rhythms, so teams act fast and results move in weeks.

Discover Peter’s practical innovation: YakTrak + Amazon Connect Contact Lens - turn detection into resolution.

Deb Merkenhof

Senior Partner - Consultant

Deb goes above and beyond. Never satisfied with anything but exceptional, she turns complex programs into simple habits teams repeat, lifting confidence, consistency and customer outcomes.

Discover how Deb helped a health insurer become the #1 sales contact centre.

David McQueen

Head of Sales & Marketing

Engaging, supportive and challenging, David’s facilitation helps people push themselves. He builds simple rhythms and feedback loops so new behaviours stick and performance lifts.

David’s facilitation playbook: micro-behaviours, behavioural psychology, operating rhythm.

Stacey Makshakova

Insights & Innovation Manager

Stacey turns research into clear next moves. She blends curiosity with rigour to find the behavioural levers that lift customer and team outcomes.

See how Stacey turns insight into action.

Inga Fellows

Senior Partner - Consultant

Inga brings calm curiosity. She makes tough conversations safe, stretches thinking, and turns debate into small, repeatable behaviours leaders can coach tomorrow.

Discover how Inga helped add $951m FUM at a major super fund.

Brad Thomas

Head of Customer Success

Brad empowers teams to coach well, often and with purpose, translating objectives into simple habits that unlock potential and move the metrics that matter.

Unlock potential with purposeful coaching at scale.

Jess Aghdam

Senior Partner - Consultant

Grounded in psychology, Jess understands the why. She connects input to output with kind, challenging coaching that builds confidence, consistency and measurable results.

From why to what to results—Jess’s consulting approach.

Sean Francis

Senior Partner - Consultant

Sean designs learning that sticks. He blends enthusiasm with accountability, turning change programs into everyday habits that lift confidence, consistency and customer outcomes.

See how Sean helped build confident leaders with a simple YakTrak rhythm.

Jasmin Hughes

Strategic Learning Designer

Jasmin designs learning that changes how people work. She distils complexity into simple, practical tools and structured experiences so new behaviours stick and teams apply what they learn straight away.

See how learning becomes behaviour change.

Kate Goldby

Senior Marketing Manager
& Senior Behavioural Analyst

Kate connects dots others miss. She pairs behavioural analytics with clear storytelling to help leaders coach what matters.

See Kate’s blend of data and design in action.

Martin Murphy

Project Manager

Marty makes complicated projects easy. He sets clear rhythms and removes noise so the right work happens at the right time.

How Marty turns plans into progress.

Lucy Negro

Operations Manager

Lucy keeps complex programs calm and moving. She builds simple, reliable workflows so facilitators and clients can focus on outcomes.

See how Lucy makes delivery seamless.

Daniel Mattingley

Head of Development

Dan pairs technical excellence with collaborative leadership, shaping YakTrak’s architecture so coaching, data and compliance workflows are clearer, more measurable, and easy to use.

Explore the platform Dan helps shape.

Jayshree Matam

Customer Success Manager

Methodical and diligent, Jayshree builds smooth, transparent experiences. She supports adoption with structure, calm thinking and fast follow-through solving problems quickly so teams get answers and momentum without the wait.

See how Jayshree helps Improve customer outcomes.

Kirk Beard

Senior Developer

Kirk turns complex requirements into clean, reliable products. A full-stack developer, he builds fast, intuitive experiences that feel simple for users and solid for teams.

Explore the platform experience.

Lisa Farrugia

Chief Financial Officer

For a qualified psychologist, Lisa has an astounding passion for numbers! Her budgetary forecasts and critical thinking inform all our business decisions. Her consistent focus on the accuracy and transparency of financial data provides a significant level of both comfort and clarity within YakTrack.

Jane Andrews

Senior Design Consultant

Jane is YakTrak’s creative spark. With an eye for design, an intuitive approach to problem-solving and a client-centric mindset, Jane can always be relied on to get the job done, in a seemingly effortless way.

Latest reads

Explore insights and practical thinking from across the YakTrak team, with blogs written by team members and case studies drawn from the projects they’ve helped deliver - all designed to help lift CX, sales, compliance and coaching quality each week.

Case study

Embedding a leadership program with EnergyAustralia

EnergyAustralia partnered with YakTrak and GRIST Consulting to embed a consistent leadership and conversation framework across frontline teams. Supported by the YakTrak platform, the program contributed to 9% higher customer satisfaction, 13% higher employee engagement and 13% higher sales conversion.
5/20/2026
1
min read
Case study

Purposeful experimentation resulted in $951M of Funds Under Management for this Super Fund

Using the Little Big Experiment© and a micro-behavioural conversation framework, the fund shifted member conversations from transactional to proactive and value-adding. The program contributed to $951.5m in FUM roll-in and 10,566 members taking action.
5/19/2026
1
min read
Case study

Increasing customer satisfaction at Origin Energy

Origin Energy used a three-month A/B proof of concept to compare YakTrak platform users with non-users across retail and contact centre teams. The user group achieved a 41% increase in NPS and a 13.75% increase in sales output.
5/18/2026
2
min read
Case study

Rolling out a coaching program at Bupa

Bupa trialled the YakTrak platform in two underperforming regions to improve visibility of coaching activity and quality. During the trial, coaching increased by 131%, coaching quality improved by 73%, and both regions moved from below target to above target.
5/16/2026
1
min read
Case study

Building leaders of the future at VicRoads

VicRoads used Tactical Leadership and ACDC Online Coaching to strengthen leadership fundamentals across 138 people leaders. The six-month program increased weekly coaching conversations by 37%, lifted coaching confidence and helped establish a more consistent leadership baseline across frontline and corporate teams.
5/15/2026
1
min read
Case study

Improving visibility at Bankwest

Bankwest used a three-month A/B trial to compare YakTrak platform users with non-users while shifting toward behaviour-led performance and conduct risk visibility. Teams using the platform recorded twice as many coaching-related goals and contributed to a 30% revenue lift.
5/13/2026
1
min read
Blog

Creating an effective operating rhythm: the best practices for success

Operating rhythms give contact centre leaders a practical way to turn daily activity into focused performance improvement. This article explores how huddles, coaching, feedback loops and reviews can build consistency, engagement and clearer links between leadership actions and results.
5/20/2026
12
min read
Blog

Mastering call centre quality assurance: your ultimate guide to success

Quality assurance creates more value when it connects insights to coaching and behaviour change. This article explores QA frameworks, key metrics, quality control, compliance and structured workflows that help contact centres turn findings into clearer, more consistent customer outcomes.
5/19/2026
6
min read
Blog

Behavioural analytics that show what moves AHT, FCR and NPS

Behavioural analytics gives leaders a clearer view of what to coach, not just what changed. This article explores adoption, quality, application rate, verification and leader cadence, and how these measures connect coaching activity to AHT, FCR and NPS.
5/18/2026
5
min read
Blog

ACDC coaching: a simple system leaders can use every week

ACDC coaching helps leaders turn vague coaching conversations into clear practice commitments. This article explores how micro-behaviours, operating rhythms, goal quality and evidence capture make coaching more consistent, measurable and easier to run every week.
5/17/2026
5
min read
Blog

Coaching vs mentoring: what frontline leaders need to know

Coaching and mentoring work best when leaders use each for the right purpose. This article explains how ACDC coaching, micro-behaviours and weekly rhythms help contact centre leaders improve performance without losing sight of longer-term development.
5/16/2026
5
min read
Blog

Compliance in contact centres: from periodic checks to a system of application

Compliance is easier to sustain when leaders can see, coach and evidence risk-critical behaviours every week. This article explores how micro-behaviours, ACDC coaching and closed-loop remediation help contact centres move from periodic checks to verified action.
5/15/2026
5
min read
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