Director of Collective Coaching, handling the day-to-day operations, including the business and financial operations of the company. As Director of a Training and Development company, I am responsible for assessing and identifying the business’s training and development needs and coordinating training and development programs of the business and sub-contractors. I actively search, creatively design, and implement effective methods for enhancing performance, recognising achievement and ensuring that business operations are carried out according to company rules and regulations.

NZMA is a part of ACG’s Tertiary & Careers Group; we provide quality educational services with a prime focus on culinary and hospitality programs. NZQA has ranked us a Category 1 provider, their highest ranking.Key responsibilities/tasks• Lead and manage tutorial team in conjunction with HR policies • Staff recruitment and selection• Staff professional development and coaching• Managing the performance of all Programs Level 2 - Level 5• Overseeing internal moderation and managing moderation's outcomes• Meeting and exceeding Education Performance Indicators • Driving academic excellence across the tutorial team• Managing student-related issues in conjunction with NZMA students' handbook • Support the Campus Manager in developing & implementing an annual business plan• Stakeholder relationship management.

As a Business and Contact centre Tutor my role is interesting and varied, working with, managing and mentoring multiple individuals to achieve their education and professional goals. At the same time sharing my wisdom and vision based on professional experience as a Contact Centre and Business Manager.In addition to the elements of teaching I have set out below an overview of the tasks essential to succeeding in this role: • Negotiating individual learning goals with students and demonstrating that individual needs are taken into account within a cohort.• Engaging and promoting the benefits for students of continuous life long learning of Literacy and Numeracy Through ALNAT and Pathways Awarua.• Promoting equality and engaging with diversity, and knowing how to challenge discriminatory behaviour and attitudes. Preparing learning and Business presentations to meet the individual needs of clients. • Demonstrating effective approaches to presenting to more than one level and more than one target audience - pertinent to education and IT delivery. • Overall, whilst this position focusses on education delivery many of the tools applied have been generated through Contact Centre and Business management. Additionally, the skills delivered to students/clients are focussed primarily on effective team management, leadership and methods to enhance workplace teams, essentially focussing on how to create high performing individuals that will then contribute to high performing teams in the workforce.

I managed and operated a busy multiple site and multiple client Contact Centre converting, resolving and servicing customer expectations and demands. My inbound team of up to 25 agents handled calls for 20+ different clients selling and servicing the need of 0800 numbers and service industry requests.I drove outbound sales with a proven success for cold/hot calling, selling a diverse range of products including insurance, resigning mobile phone customers and broadband. I developed the Contact Centre increasing turnover by meeting and exceeding agreed Key Performance Indicators.I also introduced controls to reduce costs leading to increased profit.I successfully delivered on KPI including answering 12,000 calls during the hamper season at a rate of 96% of calls answered.Reduction in call-handling times without loss of quality and with all agents maintaining quality assurance levels was achieved.I lead by example to improve the business in line with KPI. I fully utilised various forms of communications to ensure that the right message is conveyed to the right people at the right time. I conducted a full range of recruitment, performance appraisal, absence and disciplinary consultations ensuring a confident yet disciplined workforce are able to maximise customer contact opportunities.

A multiple client Contact Centre converting, resolving and servicing customer expectations and demands.Team of 7 Team leaders and 50 agents handled 1,000+ calls every day. Outbound sales succeeded for cold/hot calling, selling charity cards and raising additional donations from the same contacts.Increased company turnover in the year by 25%.Answered calls during the Enrol 2008 general election campaign at a rate of 97% of calls answered for the whole of New Zealand.

Looking after a busy Credit Relations Centre converting, resolving and servicing customer expectations and demands. Managed Team Leaders and up to 40 agents. Developed the Centre from 15 to 40 agents continuously meeting and exceeding agreed Key Performance Indicators. The subsequent business yield increased within the year by 110%. The role was also an outsource role with the customer based in the UK

A continuation of the credit control role moving with the work between companies

A continuation of the credit control role moving with the work between companies