Ethan Walker Email & Phone Number

Auckland, Nz

Auckland, New Zealand

Auckland, New Zealand

In this role, my priority was to support our customer experience teams in New Zealand and India to ensure that we deliver exceptional service and achieve our key metrics in Net Promoter Score (NPS), Customer Growth, Churn, Cost to Serve (CTS), and Margin. By analysing data and identifying areas for improvement, I developed project briefs outlining actionable strategies to enhance our systems and processes.I was actively involved in bringing these initiatives to life, collaborating with cross-functional teams in operations and marketing to ensure each project aligned with The Energy Collective’s strategic objectives and targeted key results. My role allowed me to be part of implementation teams, where I contributed to the project management process—helping turn improvement ideas into effective, measurable solutions that strengthened our service delivery and supported our company’s broader, more long term goals.

Auckland, New Zealand

As a Customer Experience Specialist, I played a vital role in delivering exceptional service and building customer trust across both New Zealand and Australia. Initially brought on under a temporary contract to support electricity sales, I was grateful for the opportunity to contribute to the sales initiative focused on expanding our customer base and supporting growth in both markets.After successfully completing the sales phase, I transitioned into a specialised role focused on dispute resolutions, I handled and resolved escalated customer disputes through rigorous investigation and effective communication, addressing cases referred by the Energy and Water Ombudsman (Australia) and Utilities Disputes Ltd. (New Zealand).During this time I navigated regulatory frameworks and documented case histories to ensure timely, compliant, and fair resolutions for all parties involved. This work involved consistent cross-functional collaboration. I worked closely with segment matter experts to gather insights, resolve complex issues, and advocate for solutions that improved both customer satisfaction and internal processes.This role allowed me to develop strong conflict-resolution skills, deepen my understanding of regulatory compliance, and refine my ability to handle high-stakes situations under pressure—all while keeping customer satisfaction and integrity front of mind

Certificate Of Career And Study Preperation (Screen Arts), Photographic And Film/Video Technology/Technician And Assistant

Diploma Of Photography, Photography