Nicola Te Raki (Moore) Email & Phone Number

Canterbury & West Coast, New Zealand

Greymouth, New Zealand

Dunedin

Leading a centralised Team that provides both supplier and company representatives with a wide range of services relating to customer and shareholder business transactions. KEY ACCOUNTABILITIES / RESPONSIBILITIES • Service Delivery – introducing a customer service culture and ensuring Silver Fern Farms Customer Service Representatives keep promises made to suppliers• Teamwork – contributing constructively to team discussions and providing input for continuous improvement initiatives; working cooperatively with members of the team to ensure success of not only personal objectives but also that of the overall branch and region• External Relationships – developing and maintaining positive working relationships with key external stakeholders to enhance service delivery • Communication – verbal and written communication is of professional standard; accurate and up-to-date records of all client interactions are maintained; responsible for the development of marketing campaign material and distribution of this through Click Dimensions. • Culture – ensuring the cultural needs of people using the service are met; maintaining a commitment to personal cultural development • System Development – contributing to the development of systems and processes throughout the business to deliver the desired outcomes for suppliers and customers; process mapping all customer services procedures• Quality – achieving service performance indicators to ensure contractual obligations are met• Safety and Wellbeing – overall responsibility and accountability for health and safety in my area; championing the health and safety plan, inspiring and supporting staff to achieve an observable positive change in safety culture

Dunedin

Working as part of the professional Area Office team to provide essential business support to office staff, engineers and field workers. The Area Office controls Kiwirail assets from Timaru to Invercargill - they maintain and improve the rail network, playing a vital role in ensuring services run smoothly and safely.KEY ACCOUNTABILITIES / RESPONSIBILITIES • Service requests / Work orders – creating service requests for Kiwirail track and rail maintenance; finalising work orders following completion of work• Purchasing and requisition - creating orders, goods receipting; ensuring inventory supplies are sufficient; authorising payments of accounts; coding credit card usage on Flexipurchase• Human Resources – collating timesheets for field workers, maintaining personal files, arranging worker training and ensuring up to date licensing certificates are held• Asset management – ensuring accurate capturing of infrastructure assets data; implemented a system for recording company fleet information• Communication – preparing communications for office and track maintenance staff and coordinating distribution and collection of relevant information• Safety and Wellbeing – maintaining compliance with all HSE legislation, regulation, code of practice and safe operating procedures; ensuring sufficient stock of personal protective equipment and clothing; recording worker incident reports on ISISKEY ACHIEVEMENTS / HIGHLIGHTS• Developed an Operational Procedures Manual for completing tasks on the different Kiwirail systems• Streamlining Supply Room for better flow and to make it easier for field workers to locate essential permit/code forms and personal protection equipment and clothing

Dunedin

• Proven leadership – consistently achieving all KPIs• Account management – created valued relationships with a portfolio of key employers - understanding their demands, planning how to meet these & negotiating outcomes; Developing strategies aimed at recruiting overseas workers into skill-shortage areas • Stakeholder engagement – worked closely with sector wide groups, local politicians; delivering seminars to industry groups to enhance understanding of processes and operational requirements necessary to achieve desired results• Communication – written releases to key stakeholders, formulating media releases, ministerial aide memoires, seminars and public speaking at events• Decision making – weighing and balancing customer needs against Immigration instructions & risk profiles; making hard calls on the immigration status of migrants; seeking understanding of external and internal complaints, exploring options and negotiating outcomes to resolve conflict and avoid escalation of issues• Financial and business planning – prepared and maintained Branch budget; forecasting visa application numbers based on market analysis and preparing strategic business plans• Human Resources – recruitment, induction and performance management of staff; formulating meaningful development plans encompassing professional & personal development goals • Property and procurement – ensuring all services and contracts entered into meet internal policies and contractual obligations with suppliers; maintaining Fixed Asset Register and Valuable Items Register to protect government property• Safety and Wellbeing – identifying &controlling hazards, undertaking site self-assessments, investigating incidents: preparing and maintaining a branch Business Continuity Management Plan for contingencies in case of a crisis• Quality assurance – monitoring systems to ensure compliance • Continuous improvement – analysis of results including & developing initiatives for improved performance

Dunedin

• New business development – attending community events and identifying other networking opportunities to increase the number of new Independent Sales Representatives • Marketing – analysis of market to identify target customer groups; designing advertising material highlighting product value to customers; identifying appropriate advertising mediums • Training and development – coaching and mentoring Sales Leaders in how to grow their businesses • Driving results – achieving sales targets, including orders placed and number of new representatives recruited • Event management – planning quarterly Sales Events and other community campaigns to raise awareness of the work Avon does to support the Breast Cancer cause• Planning and reporting – preparing business plans identifying strategies for achieving targets and reporting to National Sales Manager on outcomesKey Achievements / Highlights• Achieving maximum quarterly and yearly bonus’ for exceeding all targets• Being part of a company that is the world’s number 1 supporter of the Breast Cancer cause – campaigning and promoting awareness of the crusade; raising money for medical research and support for women living with the disease

Dunedin

• Achieving results – meeting service level targets including early rehabilitation • Managing people – coaching a team of up to 12 Case Coordinators and giving feedback on performance; identifying learning and development needs; measuring performance • Delivering customer service – developing and enhancing relationships with claimants, employers and service providers; identifying trends and acting to meet customers’ needs and improve service• Leadership – providing clear direction and building commitment within the team to achieve objectives; empowering the team to address problems and drive performance• Communication – effectively communicating information to staff and customers • Procedural support – providing technical assistance and guidance to staff • Applying policy and legislation – complying with legislative requirements, corporate-wide policies, processes and codesKey Achievements / Highlights• Developing a Centre timeliness tool so staff and management knew how we were tracking prior to National results being released• Being part of a newly established business unit and new team, provided the ability to influence how we would operate and created a shared sense of pride

Dunedin

• Coaching and development – providing training to case officers and assessing further developmental needs; giving feedback on progress • Technical advice – providing advice and guidance to case officers in applying policy and assisting with complex cases• Training sessions – delivering sessions to the Service Centre on policy amendments and other topics as identified• Quality assurance – undertaking checks on applications to ensure accuracy and reporting on same • Client management – ensuring provision of full entitlement to income support; assessing and arranging other support and services required• Creating client plans – working together to develop individualised client action plans • Supporting work outcomes – assessing current labour market information; referring clients to suitable employment, training and workshops; providing support to enable successful transition into work and maintain work placement• Delivering seminars – providing information to client’s on assistance available and of joint obligations and responsibilities Key Achievements / Highlights• Having my performance recognised by being promoted/seconded to a number of different roles• The expertise/skills developed over the years and reputation earned as a high-performer• Secondments offered to work as a Team Leader and Regional Trainer• Talks I gave on local radio on timely income support matters• Due to recognition as an expert user I was seconded to our IT Centre to undertake acceptance testing of new software to determine proficiency and report on faults identified

Bachelor'S Degree, Applied Management

Assessment of Prior Learning

Dipolma In Front-Line Management, Management

National Certificate In First Line Management (Level 4), Management