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:
• 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.

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:

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

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 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.