Engaging with both prospects and loyal customers with a customer-centric approach, I introduce cutting-edge contact centre solutions powered by the AWS CX suite and partner technologies, tailored to address a customer’s specific business challenges. I collaborate with clients and internal teams throughout the sales journey, from discovery and design to estimation and deployment, I support the sales team to drive new business acquisitions by offering consultative support and advice, orchestrating impactful demos, and crafting compelling proposals I empower clients to make informed decisions, fuelling mutual business success.

Represent the “Voice of the Customer” by developing the product vision to build, maintain and prioritise the product backlog, ensuring the build team is delivering work that maximises business value whilst delivering necessary fixes and functionality to our customers. The Product in this instance is the customer journeys and experiences delivered through Telstra’s Contact Channels. The experiences I have been responsible for are the Digi Assist (Click to Connect) solution in our digital channels, customer identification and authentication when they call Telstra and the agent softphone.Key Outcomes:- Led the re-design and build of the Digi Assist (Click to Connect) solution as part of our migration to AWS.- Led the development of the Digi Assist solution from MVP through to full solution that is now becoming the central contact channel in the MyTelstra mobile app.- Led the design for the data/API aggregation solution to simplify and centralise how data is used in the IVR.- Led the re-design and build of the customer identification and authentication solutions in the IVR.

Provided strategic and operational leadership on the bank's contact centre technology. Ensuring the technology platform was operating efficiently and effectively and driving innovations and enhancements to the platform, helping all BNZ contact centres deliver exceptional customer experiences. I managed the team of 3 supporting the platform internally and was the key business lead responsible for the relationship with our contact centre service integrator.Key Outcomes:- Was the key lead in the RFI & RFP process to refresh the bank's contact centre solution. Ultimately leading to our choice to migrate to AWS. I was also heavily involved in the overall solution design and the project initiation, including collaboration and co-design with parent company NAB who were undertaking a similar migration.- Alongside the bank's telephony partners designed a series of improvements to the IVR to drive increased authentication rates with the voice biometrics solution and increased IVR containment leveraging the existing telephone banking solution.

Responsible for supporting the bank's contact centre technology platform used by 27 different business groups made up of 750+ users across the bank along with the operational systems and processes that enabled the teams to provide great customer experiences. Worked on multiple improvements and operational enhancements aiming to deliver a frustration-free experience for our people and customers. I was accountable for all technology and operational incident management along with supporting the operational risk management activities for the business and for acting as the business representative on key projects and initiatives.Key Outcomes:- Completed a location review of the core bank contact centres, which resulted in the recommendation to establish a new hub in Hamilton. I went on to lead the project with our properties team to deliver the new location including fitting out the site and running the recruitment of the new agents.- Led the contact centres' incident response to the 2016 Kaikoura earthquake. Including getting staff set up to work from home, as well as coordinating the set-up of the new location when it was confirmed we wouldn’t be able to return to our primary location.- Identified the need and completed a refresh of the recruitment approach for agents including training for all interviewers on interview techniques and reducing unconscious bias leading to an uplift in speed to competency and reduction in performance management issues.

Proactively identifying, developing, and implementing opportunities for process improvements within BNZ Direct. Working with the Team Leaders, Assistant Site Managers, Site Managers, and our Operations team to ensure the smooth day-to-day running of the sites through supporting incident management and mitigation along with the development of new tools or processes as needed. Assisting with driving and the implementation of change initiatives within BNZ Direct.Key Outcome:- Supported the response to the 2013 Seddon earthquake. Including working out of Auckland to support getting agents set up and working that we temporarily relocated.

Lead, coached, and developed a team of outbound insurance representatives to deliver metrics such as NPS, quality, customer contacts, and retention. Key Outcomes: - Implemented an outbound dialler solution to gain efficiencies in contact rates and help both the outbound and inbound team achieve their key metrics.- Implemented an NPS and FCR customer post-call survey solution.- Refreshed the resourcing plan for the team to help provide the best service our customers.- I worked with a team member to develop them towards a leadership position. When I left the team, they were promoted into my role

Helped the Team Leaders with the coaching, training and managing of their teams by filling in for coaching/training sessions and providing additional coaching for team members when needed. Supported the Site as required with tasks such as assisting with the development of new tools to help simplify the Team Leaders day to day work.

Provided customers with exceptional customer service and personal banking solutions in a blended inbound/outbound Contact Centre environment. Promoted the banks products and services to customers based on the customers’ needs and future goals that had been identified through quality conversations.

Provided customer service consistent with BNZ service standards and values by actioning customer requests and applying standard process and procedure. Promoted products and services to customers by identifying customers’ requirements and providing information on appropriate products and services to meet customer needs