Amanda Cathro Email & Phone Number

Hamilton, Waikato, New Zealand

Hamilton, New Zealand

Responsibilities: • Lead the business in identification, development, and implementation of system and process enhancements • Preparing business cases and supporting documentation which define potential benefits, options for achieving these benefits through development of new or changed processes, and associated business risks• Preparing test plans and supporting documents which considers all potential scenarios, business units and impacted… Show more Responsibilities: • Lead the business in identification, development, and implementation of system and process enhancements • Preparing business cases and supporting documentation which define potential benefits, options for achieving these benefits through development of new or changed processes, and associated business risks• Preparing test plans and supporting documents which considers all potential scenarios, business units and impacted stakeholders Achievements: • Integral part of successful implementation of:o Salesforce - Customer Relationship Management toolo Mule - Enterprise Service Bus o Workforce Management Optimisation Applicationo Ability to measure productivity of admin items through ACDo Energy Online Small Changeso Billing Application Enhancements Show less

Hamilton, New Zealand

Responsibilities: • Conduct analysis and detailed recommendations that would support efficiencies within the contact centre workforce.• Using the Six Sigma methodology to identify financial savings by improving key performance indicators. • In-depth customer insight analysis using Speech Analytics to support reduction in call volume and call duration.• Develop and embed operational disciplines such as scorecard and targets Achievements: • Lead in concept design for… Show more Responsibilities: • Conduct analysis and detailed recommendations that would support efficiencies within the contact centre workforce.• Using the Six Sigma methodology to identify financial savings by improving key performance indicators. • In-depth customer insight analysis using Speech Analytics to support reduction in call volume and call duration.• Develop and embed operational disciplines such as scorecard and targets Achievements: • Lead in concept design for the culture initiative ‘Apex Awards’ and presenting the sales pitch across the business • Lead in delivering a KPI focussed competition which resulted in a measurable improvement in Attendance, Adherence, Average Handling Time and also the overall culture within the contact centre• Lead business resource for Speech Analytics Tool testing. Thorough knowledge on application use and best practice• Proactive analysis provided on call volume patterns and specific call behaviours using Speech Analytics Show less

Perth, Australia

Responsibilities: • Develop a strategy with the team that draws on each members strengths to fulfill a shared goal• Analyse performance data and lead business change to reduce cost to serve • Training/Development of new Agents and Team Leaders• Effectively resource across a 40 seat Contact Centre to ensure Service Level Agreements are met Achievements: • Lead development and introduction of targets in the contact centre• Lead in the education of KPI targets in… Show more Responsibilities: • Develop a strategy with the team that draws on each members strengths to fulfill a shared goal• Analyse performance data and lead business change to reduce cost to serve • Training/Development of new Agents and Team Leaders• Effectively resource across a 40 seat Contact Centre to ensure Service Level Agreements are met Achievements: • Lead development and introduction of targets in the contact centre• Lead in the education of KPI targets in the contact centre resulting in increasing productivity and a saving of $50,000 per annum. • Lead in the enhancement of contact centre quality system through significant facilitated process involving CSRs, resulting in measurable improvement in quality of interactions. Show less

Hamilton, New Zealand

Responsibilities: • Lead teams of Business Users to analyse, implement and control strategic change initiatives • Lead business units in identification of best value strategic improvement initiatives Achievements: • Green Belt role in the team that led CSRs, SCSRs, TLs, Ops Manager to a sustained reduction of 60 seconds handling time in the contact centre• Lead in the introduction of electronic queue management for contact centre letters to enable measurable targets to… Show more Responsibilities: • Lead teams of Business Users to analyse, implement and control strategic change initiatives • Lead business units in identification of best value strategic improvement initiatives Achievements: • Green Belt role in the team that led CSRs, SCSRs, TLs, Ops Manager to a sustained reduction of 60 seconds handling time in the contact centre• Lead in the introduction of electronic queue management for contact centre letters to enable measurable targets to be introduced Show less

Hamilton, New Zealand

- Recognise individual coaching needs and effectively adapt my coaching style to inspire them to succeed.- To understand our customers’ needs and proactively manage our queues to ensure the best customer experience is achieved.- Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.- Be passionate about what I do, what I believe in and the potential in each individual that makes a team.- 3 years’ experience in recruitment for… Show more - Recognise individual coaching needs and effectively adapt my coaching style to inspire them to succeed.- To understand our customers’ needs and proactively manage our queues to ensure the best customer experience is achieved.- Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.- Be passionate about what I do, what I believe in and the potential in each individual that makes a team.- 3 years’ experience in recruitment for CSR and Senior CSR level, involving preparing questions and presentation ideas for interviews, discussions and recommendations on candidates.- Develop close working relationships with staff and other departments within the business.- Be able to positively lead direct reports through change and be able to communicate the big picture while still understanding the finer details.- Interpret complex data and provide meaningful reports for business application with a focus on attention to detail. - Excellent transferrable skills as demonstrated by completing both a Team Leader and Business Improvement Leader simultaneously.- To identify business improvement opportunities and work them through to completion.- Coach/mentor new Team Leaders. Show less