Jody Paddy Email & Phone Number

New Zealand

• Lead the development and implementation of the call centre strategy, focus on improving capability, efficiencies, performance, and profitability
• Manage the call centre metrics (net promoter score – NPS, average handle time – AHT, first contact resolution - FCR)
• Provide leadership to five teams consisting of 8 direct reports and 130 indirect reports, including Learning & Development, Quality Assurance, Workforce Management, Recruitment and Service Centre Managers
• Act as a trusted advisor, offering advice to the sales and marketing teams relating to product/service offerings and campaign development
• Enhance the leader’s capabilities in motivating, inspiring and managing their staff to achieve optimal customer and operational outcomes
• Embed an inclusive, positive team culture underpinned by the company’s values, continuous improvement, and exceptional customer service

Auckland, New Zealand

Similar to the role above with oversight of the day-to-day operations from a strategic and operational standpoint

• Managed the call centre based in Manila from New Zealand, ensuring customers received the same high-quality service they are used to
• Ensured service and escalation points between the two countries were seamless by integrating appropriate tools
• Steered all aspects relating to recruitment, training and development, quality assurance, and performance management
• Motivated the team to attain business objectives, customer satisfaction, and financial targets with consideration of cultural differences
• Used statistical data to identify and address opportunities to improve the employee’s morale and overall service delivery
• Managed the change request process from reviewing the change to assessing implications and managing the change management process

Auckland

• Focused on building the capability of the contact centre employees by developing and facilitating effective training programs
• Delivered training in an adult learning environment, with consideration of various learning capabilities and pedagogies
• Completed training needs analysis, ongoing technical/system training for >50 customer service representatives and regular training reports
• Maintained communication with the leadership team relating to skill gaps and training requirements
• Developed training calendar, training programs, learning material, refresher courses, position descriptions, and relevant procedures

Bachelor'S Degree, Secondary Education And Teaching

Bachelor'S Degree, Computer Systems Networking And Telecommunications