Psiren Kirk Email & Phone Number

Christchurch, Nz

Christchurch, Canterbury, New Zealand

• Own and lead key large/complex/major customer solutions/RFIs/RFPs in conjunction with relevant Sales lead• Complete opportunity analysis, solutions design and commercial proposition by working with customers and all relevant Chorus and supplier stakeholders• Responsibility for closing complex/major customer solutions• Develop effective and beneficial technical and solutions-focused customer relationships• Uncover critical business issues• Complete opportunity analysis with Account Managers and Business Development Managers• Effective Chorus Customer Solutions creation, management and follow-up• Push customer thinking and lead technology discussions• Deliver customer solutions, as promised or recommended• Maintain clear lines of engagement with internal stakeholders• Create an engagement framework that helps create the environment for you and your customers to engage • Achieve account technical and revenue objectives

Christchurch, Canterbury, New Zealand

• Accountable for ensuring the allocated customer & service experience required is delivered for services from regulatory requirements, contracts, products & solutions to established targets.• Lead the service experience for allocated customers & participate in customer visits, proactively seeking customer-oriented outcomes• Accountable for operational input to developing allocated customer account plans as a key member of the virtual team• Implement customer delivery outcomes through the production of comprehensive technology delivery plans• Identify and implement revenue growth & cost saving opportunities.• Ensure the customer’s view of their service experience is at all times held positively and their legitimate expectations are met.• Understand the regulatory environment & requirements and ensure that these commitments are a reality for all who deliver the Chorus customer experience – i.e. Provisioning, Faults, Field Services, etc.• Service level reporting implemented and maintained• Work with internal teams to ensure all service is provided to the agreed required standard• Participate in service forums to share information about customer experience, sales and technology delivery activity

Christchurch

• Ensured the delivery of end-to-end customer experience to defined targets and service levels.• Delivered value to customers and Chorus through the efficient and effective management of the customer service experience. • Ensured that Chorus’ customers were informed and in a position to get the most out of their relationship with Chorus. • Accountable for ensuring customer and service experience required is delivered for services from regulatory requirements, contracts, products and solutions to established targets. • Led sales and service experience for customers, proactively seeking customer-oriented outcomes.• Implemented customer delivery outcomes through the production of comprehensive technology delivery plans. • Established and maintained effective internal stakeholder relationships.• Ensured Chorus and customer’s relationship was contractually and commercially stable. • Successfully led and delivered the first pilot Spark/Chorus Agile working group on Fibre End-to-End Experience.

Canterbury & West Coast, New Zealand

• Providing leadership and operational excellence that delivers top customer experience and service levels across business/enterprise provisioning.• Taking leadership for business provisioning events and issues including projects and complex activities as required.• Driving improved customer satisfaction across Chorus and its customers whilst understanding the economic investment required for delivery.• Achieved all SLA and OLA performance standards for supported business/enterprise products.• Building staff engagement by demonstrating and living effective leadership behaviours.• Supporting the development and delivery of a clear strategy for Chorus and assisting in managing my team to achieve strategic goals and direction.• Established effective relationships with customers at an operational level and maintained effective internal stakeholder relationships. • Successfully delivered functional reorganisation.• Successfully led and delivered multiple enterprise business product projects.

Canterbury & West Coast, New Zealand

• Ensured the delivery of end-to-end customer experience to defined targets and service levels.• Delivered value to customers and Chorus through the efficient and effective management of the customer service experience. • Ensured that Chorus’ customers were informed and in a position to get the most out of their relationship with Chorus. • Accountable for ensuring customer and service experience required is delivered for services from regulatory requirements, contracts, products and solutions to established targets. • Led sales and service experience for customers, proactively seeking customer-oriented outcomes.• Implemented customer delivery outcomes through the production of comprehensive technology delivery plans. • Established and maintained effective internal stakeholder relationships.• Ensured Chorus and customer’s relationship was contractually and commercially stable. • Successfully led and delivered the first pilot Spark/Chorus Agile working group on Fibre End-to-End Experience.• Successfully rolled out Fibre knowledge education to Spark Customer Experience team.

Canterbury & West Coast, New Zealand

• Provided leadership and operational excellence for Fibre Deployment Initiatives. • Delivered top customer experience and service levels across provisioning. • Optimised enhancement of Fibre Ordering System and drove improved customer satisfaction. • Developed strategic plans to achieve SLAs and OLAs.• Managed contract deployment with Service Companies.• Built and maintained a high performing team to deliver excellent customer experience.• Established and maintained internal and external stakeholder relationships. • Successfully led and delivered four major projects around Service Company Contractual Management and Deployment.

Canterbury & West Coast, New Zealand

• Coordinated delivery of customer service requests and resolution of customer issues to meet business and regulatory requirements.• Provided leadership in continuous improvement, customer relationships, performance evaluation and technical support.• Coaching team members to enable continued capability development.• Successfully found the root cause and implemented a fix patch in ICMS which resulted in reduced resource from five to two FTEs.• Successfully fixed and cleaned up CARS report records and created SOP.• Lead for Compass BBIP escalations and high care cases, proactively managed all BBIP connections, weekly reporting to stakeholders, successfully handed this case over to offshore support specialist• Right First Time: Analysed and designed a new Pair and Plant process, signed off and implemented to all Service Companies in June 2014.

Canterbury & West Coast, New Zealand

Canterbury & West Coast, New Zealand

• Dealing with Complex New & Move inbound calls from internal departments.• All Number Portability inquires transfer between providers line and BB. • Tier 3 Mail box – Right Now System.• Basic SOD work command and temporary diversion setting up by using SOAP application.• Voicemail set up system by using COMVERSE application.• Using ICMS system rescheduling S/O in GS stage, also deactivation S/O with SOD reversal.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor’S Degree, Business, Management, Marketing, And Related Support Services

Accounting & Communication skills, Business Law, Economic, Marketing and Business Management skills

Bachelor’S Degree, Broadcast Journalism

Bachelors’ degree in Broadcasting with extensive training of media network, TV Presenting skills including journalism, traditional &.