Michelle Pascoe’s passion for people, teamwork and leadership began long before she built her business. Raised on a turkey farm and educated at a small bush school, she learned from an early age that success is rarely achieved alone. In a small school community, every child mattered. Whether skipping with a long rope, playing soccer or taking part in softball, each student had a role to play. There was always someone who stepped up to lead, placing others where they could contribute best, and in time Michelle came to understand that strong teams are built when individuals feel valued, work together and give their all to a shared goal.

Those early lessons became the foundation of a career that has now spanned more than three decades.

In 1994, Michelle founded Optimum Operating Procedures and Services, widely known as OOPS. What began as a business built on passion, determination and hard work quickly grew, and with that growth came the need to build and lead a team. Like many business owners, Michelle learned some of her greatest leadership lessons in real time. She understands firsthand the challenges of employing people, managing growth, maintaining standards and bringing out the best in others. It is this lived experience that gives her work such depth, authenticity and relevance.

Michelle believes the years she has spent as an employer, leader and business owner have been instrumental in shaping the programs she now delivers for frontline teams, middle managers and leadership groups. Her work is grounded in practical reality, not just theory. She knows what it takes to lead people through change, create accountability, strengthen culture and build teams who are connected to both the customer experience and the organisation’s vision.

Having started her career in hospitality in the 1980s, Michelle has witnessed the industry evolve through every era, from the days of the traditional corporate lunch to the complexity and resilience required in more recent times. By carving out a strong niche in the Registered Club industry and growing alongside it as it diversified, she has developed a deep understanding of hospitality, customer experience and team performance, both in Australia and internationally.

Today, Michelle’s company offers a multidisciplinary and leading-edge approach to customer experience, leadership development and market research. Her work is designed to help businesses strengthen service, grow their people and create workplaces where both team members and customers feel genuinely connected.

Michelle and her team support clients through services focused on:

• customer service excellence
• market differentiation and brand distinction
• enhanced and sustainable profitability
• vibrant, engaged and high-performing teams
• personal growth and leadership career advancement

What sets Michelle apart is not only her experience, but her commitment to continual learning. She is deeply curious, always looking ahead, always exploring, always learning. Over the years, she has attended and spoken at conferences around the world, bringing back fresh insights, emerging trends and practical ideas that help her clients grow stronger businesses and more capable teams.

Her professional learning and speaking engagements have included:

• National Restaurant Association Conferences, Chicago
• G2E Las Vegas, as both attendee and speaker
• G2E Macau
• Food and Beverage Study Tours in the USA
• Casino research and conferences in Vietnam, Singapore, the Philippines, the UK and Europe
• National Speakers Association USA Conferences
• Customer service, business and market research conferences across the USA and Asia
• Disney Institute CX Summit
• Disney Institute Excellence in Customer Service training
• Tropical Innovation Festival – Leadership and Innovation 2024
• QLD FNQ Small Business Road Show, speaker

At the heart of Michelle’s work is a simple belief: businesses thrive when people thrive. That belief continues to shape every keynote, every training session, every leadership program and every client partnership she delivers.

Values That Guide Michelle’s Work

At the heart of Michelle’s work is a strong commitment to values. As a values-driven business owner, the way she leads, serves and chooses who she works with is grounded in the principles that matter most to her: dignity, honesty, integrity, confidentiality, ambition, trust, respect and family. These are not simply words on a page. They shape how Michelle builds relationships, supports clients, develops leaders and delivers outcomes that are meaningful, sustainable and aligned with what matters most.