Kate Burrows Email & Phone Number

Auckland, New Zealand

Customer Service ManagerResponsible for Leading a team of four Managers including 2 x Team Managers, 1 x Senior Team Manager and 1 x Continuous Improvement Specialist Being a part of a large Customer Service team to provide excellence in customer service to our members. Our Service Philosophy supports the organisation’s Vision to “Earn the trust of every New Zealander by protecting what matters most”. This is achieved through a consistent and relentless focus on… Show more Customer Service ManagerResponsible for Leading a team of four Managers including 2 x Team Managers, 1 x Senior Team Manager and 1 x Continuous Improvement Specialist Being a part of a large Customer Service team to provide excellence in customer service to our members. Our Service Philosophy supports the organisation’s Vision to “Earn the trust of every New Zealander by protecting what matters most”. This is achieved through a consistent and relentless focus on our people and our customers to deliver on our Purpose “we care, we help, and we get things sorted”.Our people are at the heart of everything we do and we will always put them first, creating an environment in which they feel empowered and encouraged to learn and develop. Every interaction that we have with our customers is an opportunity to demonstrate the value of the products we sell and the genuine care we have when our customers need us most. Show less

Auckland, New Zealand

Client Services team - 14FTEReponsible for leading frontline staff assisting internal and external customers, supporting Advisers, Business Development managers and Product Mangers by driving our team to achieve the strategic direction of our business. This is achieved by leading a highly energised team to deliver execellence in customer service for AMP Wealth. Also responsible for mailroom .4 FTE, to ensure all incoming mail is scanned and delivered within day to internal… Show more Client Services team - 14FTEReponsible for leading frontline staff assisting internal and external customers, supporting Advisers, Business Development managers and Product Mangers by driving our team to achieve the strategic direction of our business. This is achieved by leading a highly energised team to deliver execellence in customer service for AMP Wealth. Also responsible for mailroom .4 FTE, to ensure all incoming mail is scanned and delivered within day to internal clients within AMP. Being able to motivate and increase productivity whilst delivering on excellent customer service through a period of change from working in office 5 days per week, to having a fully engaged, motiviated and successful team who work from home and still deliver on customer outcomes and expectations. Succeeding in changing team SLA from avg of 46% to continuously delivering on 80% and above. Products include: KiwiSaver - First Home Withdrawals, Financial Hardships, Full retirements etNZRT (NZ Retirement Trust) Savings & Invstment Portfolio (SIP)and other AMP investment products, ensuring that we deliver an amazing customer experience. Show less

Auckland, New Zealand

Customer Interaction Centre - 26.6FTENew Business & Policy Administration team - 7 FTELeading teams under Customer Interaction Centre to deliver excellence in customer service for Health Insurance. Policy Administration & New BusinessAlso responsible for Complaints Committee and ensuring a quorum is met by: # investigating and coordinating escalated complaints from nib internal and external customers and other areas of the business. # utilising nibs… Show more Customer Interaction Centre - 26.6FTENew Business & Policy Administration team - 7 FTELeading teams under Customer Interaction Centre to deliver excellence in customer service for Health Insurance. Policy Administration & New BusinessAlso responsible for Complaints Committee and ensuring a quorum is met by: # investigating and coordinating escalated complaints from nib internal and external customers and other areas of the business. # utilising nibs complaint handling process to provide expertise and high level conflict resolution skills. # to ensure all customer complaints are handled sensitively, knowledgeably and consistently in all situations.# this responsibility acts as a source of truth for all customer related issues that require escalation or communication proficiency.# it provides a clear process that provides a “TLC” approach and able to successfully balance customer and commercial considerations in the resolution of all customer concerns.Responsible for leading frontline staff assisting internal & external customers, supporting Adviser network and driving our team to achieve the strategic direction of our business. Manage and support staff ensuring the delivery of operational excellence for our Health Insurance. Show less

Auckland

Product Manager – Investments & Insurance (Wealth) April 2012 – April 2014Manage and deliver up to date information for Due Diligence of the Prospectus, and Investment Statements. Including stakeholder feedback with both internal and external relationships i.e.: Operations, Legal, Risk, Audit, NZGT, Investment Solutions, Print and Design team and finally Board of Directors (when required to sign). This means working to a strict timeline to ensure registration date is… Show more Product Manager – Investments & Insurance (Wealth) April 2012 – April 2014Manage and deliver up to date information for Due Diligence of the Prospectus, and Investment Statements. Including stakeholder feedback with both internal and external relationships i.e.: Operations, Legal, Risk, Audit, NZGT, Investment Solutions, Print and Design team and finally Board of Directors (when required to sign). This means working to a strict timeline to ensure registration date is complete.Provide ongoing support to the Advisers, Adviser support staff and Call Centre team with product support for each product under me. This includes: BT Private Selection, Westpac Active Series, Premium Investment Funds, Corporate Bond Fund, and being able to provide product support and guidance for the BT Australian Funds distributed to NZ clients. Main Achievements:• Lodging complete, clean documents to companies’ office on time.• Delivered training session to Private Advisers on the Westpac Active Series Product (multi funds – unit trusts).• Learning and updating requirements for FMA Guidance note - how structure of documents must be clear and precise and meet the industry standard needed for Prospectus and Investment Statements. Show less

Wellington And Auckland

Senior Manager - Specialist Services Nov 2011 – April 2012Site Manager – Investments & Insurance, Auckland March 2009 – Nov 2011Site Manager – Phone Assist & Investments & Insurance, Wellington May 2007 – March 2009Leading the Investments and Insurance Team (I&I) at Westpac on Takutai Square (22.5 FTE), including the newly appointed E-channels Team.Responsible for assisting the Head of Call Centre Group to establish strategic direction and ensuring the delivery of… Show more Senior Manager - Specialist Services Nov 2011 – April 2012Site Manager – Investments & Insurance, Auckland March 2009 – Nov 2011Site Manager – Phone Assist & Investments & Insurance, Wellington May 2007 – March 2009Leading the Investments and Insurance Team (I&I) at Westpac on Takutai Square (22.5 FTE), including the newly appointed E-channels Team.Responsible for assisting the Head of Call Centre Group to establish strategic direction and ensuring the delivery of operational excellence for both Wealth and Insurance DepartmentsMain Achievements:• Migrated 2 departments together and cross skilled the workforce to be able to handle I&I, BT Funds and KiwiSaver assisting all customers with general banking enquiries.• Implemented new team coach framework and recruitment of coach role.• Implemented change process for Tele-Claims via phone.• Implemented outbound trial for Wealth – retaining existing customers, building new business• Received Quarter Platinum Achiever – building new business in Wealth• Managed through 2 major BCP earthquake situations due to the loss of our Christchurch site.• Migrated I&I team function from Wellington to Auckland Nov 2008 – Mar 2009.• Achieved team engagement score of 87%• Reduced sickness days from 23 per FTE to 9FTE• Increased NPS results from 38 to 67% within 12 months.• Insurance & Investments team Award – Northern Stars 2010. Show less

Wellington

"LifeWorks - Programme Delivery Manager..Working with organisations to deliver the LifeWorks programme to students - Level 1 NCEA.Awesome team of people I worked with, and we acheived great results in those years... LifeWorks was a subsidary of Open Polytechnic NZ, for which LifeWorks no longer exist's. Again I met some amazing people here, who suceeded in educating people for a better chance in life with some basic skills to help them... Such a good programme in its time.

Wellington, New Zealand

Wellington

This is where I started my career in Call Centre industry, from a CSR in Retail Banking in Petone, then Call Centres became "the thing" in 1995 where I started as a Team Leader, leading into Manager in 1999....Thank you National Bank, it was a great experience where I met some fabulous people and made some great friends.

Tauranga