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• Enable the organisation to embrace change through regular consultation with the teams, articulating benefits, and providing ongoing support • Utilise data-led insights to champion the voice of the customer across the business and enhance the customer experience • Drive transformations including the amalgamation of two contact centre teams, creation of new services, and integration of IT systems• Steer process improvement initiatives to streamline procedures, reduce overhead costs, centralise services, and improve overall operations

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• Oversaw tasks relating to outage and incident management, including streamlining processes

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