Paula Phillips Email & Phone Number

Auckland, Nz

Auckland, New Zealand

Scheduling and workforce planning and management for all Smith & Smith branches in New Zealand. Temporary contract role.

Auckland, New Zealand

In this role, I successfully managed a National Technical Helpdesk Team that provides technical support for Konica Minolta clients. The team was made up of Technical Analysts who work alongside a team of Regional Service Controllers and Field Technicians to ensure the efficient and timely servicing of multi-functional Konica Minolta devices through effective dispatching processes.• Established new processes to improve team morale, team engagement and the overall performance of the contact centre. • Implemented team-building initiatives to support new team leaders, offered advice, support and guidance to new leaders and achieved a lead-by-example leadership style throughout the contact centre. • Set and monitored KPIs and Service Delivery Targets, inspired and motivated the team to achieve their goals and established a positive working environment. • Ensured that team knowledge base is kept current and providing training where necessary to ensure a high rate of calls being completed without jobs for technician being logged

Auckland, New Zealand

As the regional service controller, I was responsible for the effective and responsible allocation of technicians while managing all administrative functions and developing a hard-working and united team. • Consistently achieved the highest scores and client feedback, showcased superb communication and interpersonal skills, demonstrated an innovative approach to problems and ensured the clients were kept in the loop throughout the service process. • Provided front-line client care and ensured all monthly targets were met. • Successfully managed the purchasing process for parts and consumables for technicians and clients and ensured orders were received promptly to avoid delays.• Developed open communication channels with clients, suppliers, technicians and all relevant departments.

Sydney, Australia

In this role, I was responsible for leading the centre teams to achieve revenue targets, improve customer service and develop organisational goals that motivated and inspired the team to deliver. • Successfully established a policies and procedures manual which was adopted by each of the teams operating in shopping centres across the region. • Worked alongside software developers to enhance the RMS Booking System, contributed to all stages of the development process to ensure the software was tailored to the organisation’s needs. • Successfully managed the implementation and roll out of the new system, provided support and guidance and motivated the team to adopt the new system. • Developed site specific business strategies and prepared an annual business plan for each centre to clearly define the company’s goals and objectives and how each of the representatives can play a pivotal role in its success. • Negotiated leases to enhance the income line and achieve revenue targets.

Sydney, Australia

In this position I was responsible for ensuring all jobs were logged in accordance with each customer’s requirements and all technical aspects of each job were managed• managing incoming jobs to ensure all time frames and requirements are met • facilitating a smooth relationship between Express Glass and the Facility Managers • regular updates on all outstanding jobs and expected delivery time frames• co-ordination of contractors across Australia to ensure all standards are being met

As a planner, I demonstrated excellent time management, communication and organisational skills while co-ordinating all departments to deliver service of the highest quality. • Received 3 performance awards for regularly exceeding customer expectations. • Successfully managed the planning process to ensure resources were responsibly allocated and work was completed on time and within operational targets. • Reviewed and improved the work allocation process to maximise productivity while ensuring all daily sales targets were met or exceeded. • Reduced the number of incomplete jobs on the schedule through active monitoring and daily catch-ups with glaziers. • Managed the purchasing process, co-ordinated materials and maintained stock levels to ensure jobs could be completed on time.

In this role I was able to expand my original responsibilities and learn several other aspects of the business including some more technical responsibilities rather than just office administration.• organising training courses and Product Release Conferences for new devices around the country including travel bookings and scheduling of events • onsite customer training on photocopiers and printers • managing product release process including putting together technical manuals and updates for technicians • payroll and timesheet responsibilities for the Service division • management of Service assets including vehicles, mobiles and laptops • machine set-ups and check jobs (monitoring system for automated meter readings)• first level technical set up of equipment (monitoring system for automated meter readings)• sales contract ordering and billing in service system

Auckland, New Zealand

Auckland, New Zealand

Sydney, Australia

Auckland, New Zealand

Sydney, Australia

Sydney, Australia

Sydney, Australia

Sydney, Australia

Auckland, New

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