Performed technical management and administrative duties on behalf of Orb Centralised Services, including performing capacity building on software and hardware for employees and managing stakeholder and vendor relations to determine, purchase, implement, and manage inventory of specific technical needs. Performed network security administration duties as required. Collaborated directly in strategic planning meetings and supported the National Sales & Operation’s Manager and the Orb Centralised Services Manager when required, including report writing.

Supported clients through onboarding and providing customer service, improving responsiveness and anticipating needs to improve customer satisfaction. Developed new business opportunities by promoting company products to existing clients. Named 4 times member of the “Captains Table” by regional manager to collaborate with other members on process improvement strategy on behalf of the company.

Provided support, coaching, and mentoring to 126 call centre members, Spark Business Hubs and Wired Dealer Support teams. Managed phone inquiries through phone, email, and direct instant messaging services. Monitored system processes and conducted quality assurance duties. Collaborated with team managers to improve and streamline processes to increase front line team efficiencies.

Provided customer service support to small- and medium-enterprise business customers, with a special focus on connection, reconnection, and address changes. Won Best Inbound Customer Solutions Representative National Award (2010, CRM Consulting New Zealand), a recognition spanning all industries. Recognised with Being Your Best Award for exceptional work testing front-end and back-end procedures and writing standard operating procedures (SOP) while on secondment.

Provided support for residential clients, including address changes and new-line connections. Seconded to team manager in April-August 2006 and in September-December 2007. Mentored and trained new recruits into the New and Move Department. Recognised with Being Your Best Award for going above and beyond when the Call Centre was closed due to heavy snow fall and attending work. Managing call flows and handling urgent customer inquiries.