Adrienne Goldsmith Email & Phone Number

Southbridge, Canterbury, Nz

Christchurch, Canterbury, New Zealand

Auckland, New Zealand

Specialising in customer and service improve consultation offering a range of services including staff observation, CRM, Survey design and implementation,SWOT analysis, Customer Feedback, Process and Procedure review and training needs analysis. "Creating Fanatical Customers"www.csconsulting.co.nz

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

Nz

Assisting with Process change & business requirements elicitation - Platform transformation

Auckland, New Zealand

Immediate transformation from Senior BA to "Get in there and manage the project" so as we do we get in and do what has to be done to meet Scope, time frames and budget" well so far nearly on track !!I have an awesome team of SMEs that are proving to be great BAs with a little direction and our documentation is awesome .

Auckland

Currently contracted to Crombie Lockwood - Project Business Analysis, Process and Procedural change.

Auckland, New Zealand

Senior Consultant NZ/Aus assigned to assist Utilities Clients with Customer Service Strategy, Process Procedure and service improvement roadmaps.

Onehunga Auckland

Assist Senior Management with the dev and implementation of policies, process and workflows within the touch points to ensure they are accounted for and in place coinciding with an ERP Upgrade

East Tamaki Auckland

Project assistant in testing, analysis, content co ordination in Global and Spares Digital Programme of work

Otahuhu Auckland New Zealand

Project Lead and key point of contact for all requests for improvement to the solutions that fall within the Customer Service CX Portfolio, including Field Sales,Customer Service, CRM, B2B and B2C Portals. Analysis requirements, testing and issues review.

Albany Auckland

Short Term Contract - Business Analyst/Change Lead -documentation of requirements & future state processes to be used within the business for a newly implemented system improvement project. Change Process and strategy approach.

East Tamaki Auckland

Front End Business Analyst and Process consultant within the Digital Team with a focus on process improvement, automation and system integration. Business Requirements elicitation and stakeholder workshopsUser stories, UAT, test scriptsHybris product cockpit and Management console Administration

East Tamaki

Part time contracting working as Business Analyst and consultant on Website projects

Teelcom Auckland

Identifying the People, Process and technology related changes that individuals and business units may experience and as a result creating a change strategy to encompass organisational, business unit and personal change. Ensuring then the communication plan will meet the identified needs so that the impending change is implemented with as little disruption, embraced and received with positive reinforcement .

Henderson Valley Road - Auckland Transport

Product Manager - Liaison to the business between the product and the deliverable Customer Relationship Managment product - MS Dynamics 2011

Council, Secretary and administrative running of the office and communications.

Now that Auckland Council has gone live it is our task as an organisation of AC to provide the Auckland Transport support services required by the AC Call centre and the people of Auckland City :)

while working in csconsulting still focusing on Grad Dip Bus Studies Graduating in HRMContracted Companies during this period of Consultation include George Weston Foods, Genesis Energy, Lion Nathan & Pulse Energy to name a few

Customer Interface workstream of Auckland Transport Customer Service Interface for AC super City project

Consult and design online customer service surveys for the Fonterra Customer Service inbound team

consulting in Service related strategy periodically

Currently Vice President of the BNI profit Portal chapter located in Waiuku - Meet every Friday at the WCF (ex country club)for a great breakfast, networking and referral sharing!

customer service structure and set up consultation. Process & Procedure documentation

6 months Contract (2008)Reporting to CIO Manager - Completed register and reissuing of ISA, MSA & SLA Agreements with Service Providers/VendorsWrote and published Process and procedures relating to Information Services internal procurement.Pulse Energy 2009 current- Consulting to Customer Service Manager to build Customer Service Strategy Map, Training and Procedure Manuals.Lion Nathan - 2009 - current - Delivered Customer Service Training Module to Customer Service Team.… Show more 6 months Contract (2008)Reporting to CIO Manager - Completed register and reissuing of ISA, MSA & SLA Agreements with Service Providers/VendorsWrote and published Process and procedures relating to Information Services internal procurement.Pulse Energy 2009 current- Consulting to Customer Service Manager to build Customer Service Strategy Map, Training and Procedure Manuals.Lion Nathan - 2009 - current - Delivered Customer Service Training Module to Customer Service Team. Currently consulting to Logistics Director for internal service evaluation SWOT and training needs analysis. Show less

Commenced with a Customer Service 6 weeks SWOT Analysis Improvement recommendations & Mentor to National CS Manager Role (included National CS Management & CS team restructure and recruitment) continued contract for another 8 months

community based Aerobic classes held for post natal mums in the Mangere Bridge community.

Review, recommend and implement National customer service structure.Bring a structured and procedure driven focus to the Customer Service teamAlign the customer service team with the Sales team to provide strategic understanding and relationshipWork within and find savings nationally for P&L.Implemented centralized call centre as result of review and strategic direction of the Australasian focus.Left for Maternity leave and as a result of having twins decided to resign… Show more Review, recommend and implement National customer service structure.Bring a structured and procedure driven focus to the Customer Service teamAlign the customer service team with the Sales team to provide strategic understanding and relationshipWork within and find savings nationally for P&L.Implemented centralized call centre as result of review and strategic direction of the Australasian focus.Left for Maternity leave and as a result of having twins decided to resign from permanent role. Show less

Customer Service Manager IS ResponsibilitiesRemarket and expand the Information Services IT Help Desk located at the Warehouse Group Ltd Auckland Support Office Expand the scope of service support to the current customer baseIncrease the inbound call and incidents logged while maintaining a low abandonment rate.Increase the resolution rate of the Help Desk analyst team while maintaining a balance of the skill and coverage level at all times.Manage and measure the… Show more Customer Service Manager IS ResponsibilitiesRemarket and expand the Information Services IT Help Desk located at the Warehouse Group Ltd Auckland Support Office Expand the scope of service support to the current customer baseIncrease the inbound call and incidents logged while maintaining a low abandonment rate.Increase the resolution rate of the Help Desk analyst team while maintaining a balance of the skill and coverage level at all times.Manage and measure the effectiveness of the staff and Help Desk business on a regular basis and report the results.Report to the General Manager of IS of the forecast of business growth.Report the measure of the Help Desk KPI's on a regular basis.Maintain a high level of skilled staff and achieve set personnel reviews as per company philosophy for individual growth.Develop internal relationships with business units and act as contact and escalation point to Service Delivery Manager & IS line ManagersMeet and maintain effective and measurable external service provider relationships with regard to call resolution.Forecast and report on general ledger lines of responsibility - IT Consumables Show less

Responsibilities To observe and review the customer service department in order to identify areas for improvement.Presented proposal with recommendations for changes to the departmentIdentified imbalances of workload due to lack of cross training and uneven call distribution due to inadequate telecommunications system.Recommended open plan environment to promote cross training and team workReplaced telephone system and installed call centre smarts to monitor call… Show more Responsibilities To observe and review the customer service department in order to identify areas for improvement.Presented proposal with recommendations for changes to the departmentIdentified imbalances of workload due to lack of cross training and uneven call distribution due to inadequate telecommunications system.Recommended open plan environment to promote cross training and team workReplaced telephone system and installed call centre smarts to monitor call peaks.Call analysis to increase headcountScheduling of product /skill development trainingMember of the computer task team Show less

To identify ways in which the branch and Customer Service department (including the Credit control staff), could function more efficiently.Instigated refurbishment of showroom to entice foot traffic and increase cash sales.Upgrade of telephone system to monitor inbound calls and call distribution.Expanded environment to accommodate all staff in one areaImplementation of the new computer system (SAP) which included working offsite at the computer centre designing sales screens… Show more To identify ways in which the branch and Customer Service department (including the Credit control staff), could function more efficiently.Instigated refurbishment of showroom to entice foot traffic and increase cash sales.Upgrade of telephone system to monitor inbound calls and call distribution.Expanded environment to accommodate all staff in one areaImplementation of the new computer system (SAP) which included working offsite at the computer centre designing sales screens and testing.Initiate Telemarketing outbound call cycles and geographical sellingManagement of the customer service, and credit control team (total head count 15 Show less

Management of the customer service team, which included four customer service co-ordinators, one credit control co-ordinator, and one telemarketing sales person.Provision of a efficient and effective team to support the national sales teamProvision of collated computer reports to the National Sales Manager, to ensure that the mode of order transmission and data files were maintainedMeeting with Product & Divisional Managers to schedule on going training for the customer service… Show more Management of the customer service team, which included four customer service co-ordinators, one credit control co-ordinator, and one telemarketing sales person.Provision of a efficient and effective team to support the national sales teamProvision of collated computer reports to the National Sales Manager, to ensure that the mode of order transmission and data files were maintainedMeeting with Product & Divisional Managers to schedule on going training for the customer service staffLoad base and special pricing into the Wang DOS system to ensure PDT upload of correct pricing when orders are scanned and downloaded.Setting, forecasting and reporting on budget figures for the department for the financial year Show less

Installed and trained clients on the copier and facsimile products, attended and demonstrated at trade shows

Dip Bus Studies - Graduated, Human Resource Management

completed

Bcs Requirements Engineering, Business Analysis, Certificate Of Requirements Engineering

The BCS Requirements Engineering Certificate presents participants with a systematic approach to eliciting, analysing, validating.

Diploma, Business Studies; Human Resource Management

Debtor Management Ltd Basic Credit Control; IIR Office Administration Conference Invited speaker to present "Customer Service Case Study.

Cert Call Centre Management, Call Centre Management, Certification

School Certificate

Diploma, Marketing

Grad Bus Dip.HR Management

Learning Systems

School Certificate Pitmans Typing Exams Fifth Form English Certificate Professional Development; Telephone Handling & Selling Skills Apple.