Role FunctionCreate and manage the relationships between Enable and the large-scale property developers within the Enable fibre network coverage area to ensure Enable fibre is installed in the new developments. Key Responsibilities• Create a sales flow that involved my cold calling on construction sites and working with the construction companies, developer and project managers. • Provide technical support to the contractors working for the developers in order to facilitate brining Enable fibre into the development. • Work with Enable’s network design team to help with technical info required to provide fibre capacity required to give all the tenants their own fibre connection. • Keep Enable’s CRM systems up to date with the latest info on the new developments in the coverage area. Key Achievements• Reduced the cost to get fibre to each tenancy in these building by an average of 45% per connection. • Total estimated savings on providing fibre to new developments $178,000 for 2018/19 financial year. • Reduced the average connection times from 2-8 week to 5-10 days.

Role FunctionHanding complaints from customers regarding their fibre installs and work with the customers and Enable’s contractors to find a solution that works for all parties. Key Responsibilities• Investigate complaints in regards the quality of workmanship from the Enable contractors. • Provide updated information of trends so the Enable Network Service Managers could raise these with the contractors concerned.• Attend customer site visits with the Network Service Managers so the customer could raise their concerns directly with myself and the Network Service Managers. . Key Achievements• Reduced outstanding complainants for assigned contractor by 50% in the first 30 days. • Helped create new ways to report information to the Enable management team. • Help provide feedback to the Enable contractors.

Role FunctionProvide technical support to Vodafone home phone and broadband customers customer when they called into the Vodafone call centre. Key Responsibilities• Answer calls from customers and actively listen to them to help resolve the issues they are experiencing. • Look for sales opportunities while talking to the customers and then hand them to the sales team so they can look after the customer once the technical issue had been resolved. • Create an ask once experience so customers don’t have to call back in again with other issues. • Assist the new and move team when their call queues were overloaded to reduce customer wait times. Key Achievements• Helped with the new trainees when they started on the phones. • Exceed the call time targets and had a low return call rate from customers. • Helped with call monitoring to provide feedback to other team members so they can raise their NPS scores.

Role FunctionProvide customers with solutions to protect the assets that are important to them while making sure the risk of providing insurance for those assets is still manageable according to IAG’s underwriting guidelines. Key Responsibilities• Identify individual customer needs and then developing the right solutions for them. • Following IAGs rules and guidelines for underwriters. • Ensuring customers understand the policy wording for the solutions you have provided. • Managing claims for customers via the AMI branch channels. • Manage customer payments. . Key Achievements• Helped with the new trainees that started in the store to ensure they had a good understanding of the AMI systems and policies. • Created spreadsheets to help store staff track their sales easier. • Become the instore technical expert on the AMI/IAG systems and helped with the roll out of updates and new systems.

Role FunctionAssist MBIE customers with any technical issues they experienced when using MBIE websites and also provide advise to customers calling to ask for help. Key Responsibilities• Provide technical support to user of the New Zealand companies office website. • Provide advise on where to locate the required legislation for enquiries made to the Electrical Safety freephone number. • Reply to emails from users of the MBIE websites. Key Achievements• Helped with the new trainees that started in the store to ensure they had a good understanding of the systems needed to help callers. • Exceed call targets

• Assisted in training new team members • Demonstrated superior client servicing techniques, patience, and problem solving skills while interacting with clients via email and telephone• Resolve the customer’s initial inquiry by providing the appropriate solutions and increasing the customers personal value from the experience• Conducted extensive research into competitors in order to share comparative information with clients while convincing them that both service and value are better at Telecom

• Applied a customer focused selling approach at all times and provide solutions to meet customer needs and add benefit to their plans. • Achieve agreed service delivery and contact center targets for an excellent customer experience and regularly exceeded sales targets and KPI’s.

Proactively identified opportunities for needs based selling by identifying customer value-adding opportunities (up selling and cross selling).• Used customer focused selling approach at all times and provide solutions to meet my customers needs.• Communicated with clients regarding products, services, equipment usage, billing procedures and feature functionality.

•Managed and trained sales team to offer clients Satellite TV, wireless and home phone services•Demonstrated ability to adapt to diverse range of clients and settings•Created and facilitated team competitions and sales tracking devices to motivate sales representatives•Reached out to customers directly with incentive programs and the distribution of promotional materials