Laura Sharpin Email & Phone Number

Auckland, Nz

Auckland, New Zealand

- Leading and building the customer and technical support team during a rapid growth phase of the business - Extensive working expertise with solar energy products and monitoring systems; including design, fault and technical resolutions- Maintaining strong working relationships with electricity retailers and lines companies- In depth knowledge of distributed/embedded generation applications and electricity metering- Development of team KPIs and SLAs to support business growth - Collaboration with sales and operations teams to improve customer process - Point of escalation for installation and fault issues- Development of the training programme for new customer advisors - Development and continuous improvement of customer service processes and business reporting in Salesforce CRMKey Achievements:- Leading the expansion of the customer support team to meet business growth- Adaptation of Salesforce CRM to meet increasing customer base growth- Improvement of customer satisfaction through Net Promoter Scores (NPS), positive customer reviews and referrals

Auckland, New Zealand

- Maintenance of customer and product support documentation from point of install to post install- Coordination and management of field support team members and technical issues for all hubs- Management of technical non conformances of product and installation process- Customer onboarding and escalation- Assisting team members to resolve customer queries and escalations- Partnering with the finance team to assist in outstanding payment resolution and reduction- Member of the company’s profit initiative team- Working alongside staff within all departments for customer outcomes and experienceKey Achievements:- Negotiation and selection of service contracts with new inspectors to grow inspector numbers from 1 to 15 within a year- Expanding technical support from Auckland region only to include Northland, Waikato, Nelson and Christchurch- Developing and documenting standard processes for training

Hokitika, West Coast, New Zealand

- Review quality records and critical control points (CCP) for compliance to processing parameters and specification, to enable batch verification- Ensure escalation of, and corrective action taken, for quality incidents/non-conformances - Develop and implement new and amended procedures and work instructions- Engagement with and development of operational staff- Review and development of standard operating practices (SOPs)- Root-cause analysis and continuous improvement of manufacturing process- Actively involved in external audits by both regulatory bodies and customersKey Achievements:- Elimination of critical non-conformance issues, reduction of minor non-conformance during regulatory audits- Developed strong trust with operational teams which initiated a significant increase of self-reporting of quality non conformances. This resulted in risk reduction and earlier identification of potential product impact

Cumbria, England, United Kingdom

Central Otago District, Otago, New Zealand