Edwin Singh Email & Phone Number

Auckland, New Zealand

New Zealand

• Support projects and initiatives by analysing change impacts to service across channels to ensure customers receive an optimal customer experience. • Implementing improvements, where opportunities have been identified, across digital and call centre channels. • Executing initiative changes activities across channels including the creation and running of training. • Implementing product & service changes (GTM) with required call centre and digital channels… Show more • Support projects and initiatives by analysing change impacts to service across channels to ensure customers receive an optimal customer experience. • Implementing improvements, where opportunities have been identified, across digital and call centre channels. • Executing initiative changes activities across channels including the creation and running of training. • Implementing product & service changes (GTM) with required call centre and digital channels • Undertaking service impact assessments for smaller initiatives to assist project teams navigate channel change impacts.• Identifying opportunities for continual improvement through collaboration across Care, Marketing, Product and Technology. • Defining channel requirements for process improvement and project changes to ensure agents and customers receive the right support and experience. Show less

Auckland, New Zealand

SKY TV – Sept 2020 - October 2021Consultant – Broadband• Consultant to the implementation of Broadband into Sky TV as a general product and as a senior support mechanism across the business.• Managed the creation / development / Implementation of Newly established Broadband Team within Sky TV (new customer facing team to support new product to Sky TV within 6 Months).• Building a different level of execution cadence, managing the initiative pipeline, driving a… Show more SKY TV – Sept 2020 - October 2021Consultant – Broadband• Consultant to the implementation of Broadband into Sky TV as a general product and as a senior support mechanism across the business.• Managed the creation / development / Implementation of Newly established Broadband Team within Sky TV (new customer facing team to support new product to Sky TV within 6 Months).• Building a different level of execution cadence, managing the initiative pipeline, driving a transformation mindset and bringing a clear focus on bottom line results. • Ensure Programme Delivery Plans are maintained up to date and published in JIRAAssist with Impact Assessments and ensure these are recorded, tracked and completed• Setup of Governance Framework for the Programme Ensure complete transparency of project / delivery, covering milestones, goals, resources and benefits• Identify and design call centre agent processes and systems based on best practice procedures to 1. Reduce customer churn, 2. Reduce cost to serve and 3. Increase customer experience/satisfaction.• Designed Training content and managed the delivery of Broadband training into the existing care environment across phone and digital channels Show less

Auckland, New Zealand

Led the content development and delivery of learning to establish X Squad (new customer facing team taking pilot learning to a trained and functioning team within 6 weeks).Adopted MVP and continuous improvement principles into training design utilizing the skills of our SquadInducted X Squad teams in Agile ways of working by delivering learning content using Agile practices to promote experiential learning.Delivered learning to Vodafone and Partner team members (Probe)… Show more Led the content development and delivery of learning to establish X Squad (new customer facing team taking pilot learning to a trained and functioning team within 6 weeks).Adopted MVP and continuous improvement principles into training design utilizing the skills of our SquadInducted X Squad teams in Agile ways of working by delivering learning content using Agile practices to promote experiential learning.Delivered learning to Vodafone and Partner team members (Probe) across two locations (Auckland, Christchurch).Refined Induction to enable subsequent roll out across 170+ people over 6 months – 3 sites across two cities including Partner employees. Led delivery throughout.Developed training content to enhance customer service and technical troubleshooting skills. Provided ongoing performance coaching.Partnered with the Agile Coach to refine and embed Agile methodologies and new tooling into the X Squad way of working to enhance customer experience and employee experience. Show less

Auckland, New Zealand

Delivery of Induction and learning contact to support the outsource of customer facing tasks to India and Manila based teams, including Train the Trainer sessions to upskill Partner Training teams.Lead Trainer for Vodafone’s Ask Once customer conversation and skills Training program (core Induction component).Led Technical systems training for telecommunications services and Vodafone systems.Designed and developed training and development pathways and programmes by… Show more Delivery of Induction and learning contact to support the outsource of customer facing tasks to India and Manila based teams, including Train the Trainer sessions to upskill Partner Training teams.Lead Trainer for Vodafone’s Ask Once customer conversation and skills Training program (core Induction component).Led Technical systems training for telecommunications services and Vodafone systems.Designed and developed training and development pathways and programmes by conducting LNA (Learning Need Analysis) Show less