Cam Fraei Email & Phone Number

Australia And New Zealand

Nelson, New Zealand

Key service delivery role with focus on:• Client Relationship Management• Contract Management• Service Co-ordination/Management and Operational Delivery • Service Improvement and Innovation • Financial Management for multiple complex contracts

New Zealand

Datascape ERP, Regulatory ConsultantWorking across all regulatory areas including, Animals, Infringements, Building, Bylaws, Planning, Health, Food and Alcohol Licensing• Facilitating customer requirements workshops for configuration design and documentation• Functional demonstrations / product overview • ERP module configuration • User Acceptance Testing• User Training • Implementation and On-site support

Nelson, New Zealand

Leading Finance related projects generated from internal business units and external providers, with emphasis on new, or upgrades to financial software, process improvement or streamlining existing roles and/or processes. Role also led procurement for externally contracted services. • Collaboration and Stakeholder Engagement• Business Analysis, Process Mapping and Documentation• Requirements gathering, Preparation, and assessment of RFPs

Nelson, New Zealand

Role responsible for day-to-day operational management of Council revenue functions including rating, invoicing and collection processes. Payroll support and back-up. • Team lead for seven direct reports• Ensuring compliance with legislation and Council policy requirements • Leading active cycle of process review and improvement• Contract manager for Water Meter Reading Services contract and Print Services for Rates Invoices• Requirements gathering and preparation for RFP documents, RFP assessments, contract awarding and loss reviews.• Wider organisation contribution; Customer Care Team member, ERP (MagiQ) Business Owners Group and Digital Consultation Group

Nelson, New Zealand

Responsible for service delivery at Council Customer Service Centre (Front of house and Call Centre)• Team lead for 17 direct reports • Staff development through coaching and individual training plans• Call Centre management, including call forecasting and analysis of call data for service level management• Contract manager for Afterhours Call Services contract• Deputy Cremations Registrar

Nelson, New Zealand

Role responsible for administration services and support for processing and issue of resource consents• Monitoring and management of records to ensure legislated timeframes met• Co-ordination of public notifications and hearings for consent applications• Invoicing of consent charges and recovery of arrears• Maintaining accurate database records for key milestones

London, United Kingdom

Final stage credit control process officer, commencing and following through legal action for unpaid licence fees (copyright infringement)• Maintained cost effective relationships with solicitors, providing daily instructions for proceedings, court action and sheriffs• Monitoring of payment plans and arrangements for all enforcement debtors• Database management

Richmond, Tasman, New Zealand

Role responsible for setting, collection and distribution of all Council rates across 23,500 ratepayers, providing expert knowledge of Rating Legislation to Council and managing Rating Database• High level of rate collection achieved – with only 0.3% of total rate take in arrears• Increased uptake of government rebate scheme for low income earners by 50%• Senior role taken in providing rating advice during annual councillor workshops• Implemented training schedule for frontline Customer Service and Call Centre staff

Richmond, Tasman, New Zealand

Team Lead for frontline Customer Service and Call Centre staff, providing cover for the Customer Services Manager during leave/absence from the department, liaising with other Council departments and ensuring Customer Service standards met• Implementation leader for new one-stop Customer Services Centre• Maintained FAQ database for counter and call centre enquiries and championed its use across the organisation• Created training plans tailored for each staff member based on skills/abilities which was then used as basis for training in other service centres• Daily interactions with customers including leading problem/conflict resolution

Wellington, New Zealand

Lead for teller, customer service and bureau-de-change staff, day to day staff management, branch cash control, ATM management and branch security and compliance monitoring• Achieved 50% increase in sales referrals by teller team• Consistently met optimum branch cash levels and ATM service levels • Increased personal skills in staff management and coaching

Wellington, New Zealand

Seconded as Implementer for new teller cash management system, position involved UAT, on-site implementation and training of staff• Training and on-site support to staff• Travel, budgeting and co-ordination

Wellington, New Zealand

Frontline retail banking officer. Account openings, Term Deposits, Insurance Sales, Investment/Lending referrals.

Nelson, New Zealand

Retail banking cash transactions, business bankings, ATM replenishments and sales referrals.

Nz Certificate In Information Technology Essentials (Level 4) - Continuing

- Technical IT Skills - Media Design & Development - Information Management - Software Design & Development

Nz Certificate In Business - First Line Management (Level 4)

- Manage workflows in an operational context to achieve team objectives (US29040) - Manage a team to contribute to a business entity's.

Higher School Certificate, Sixth Form Certificate And School Certificate